Customer Success & Support Specialist

About the role

Shapes is on a mission to reinvent how companies run their people operations in the AI era. We're building the world's first truly AI-native people platform - a single place where HR processes come together, get customized in minutes, and actually run themselves. We're a small, fast-moving team that loves building ambitious things with a bias for action. If you want to shape the foundation of something big, not just plug into an existing machine, this is the place. This is a dual role: support-first, with a meaningful CS dimension. You'll own first response and resolution for our entire customer base, and you'll manage a book of SMB accounts through the full customer lifecycle. Owning real accounts gives you the product depth and customer context that makes support genuinely good - and vice versa. We have the infrastructure in place - Intercom, a knowledge base, and escalation paths. Your job is to run it well and make it better over time. This role sits inside a CS team that is actively developing and optimizing the Customer Success operating system - the playbooks, frameworks, and processes that define how Shapes serves customers at scale. You'll have a real hand in improving it. Your responsibilities will include: Support (primary) Owning first response and resolution for all inbound customer tickets via Intercom, across our full customer base Running and improving our support infrastructure - routing rules, escalation paths, macros, and the knowledge base Tracking CSAT, identifying patterns in recurring issues, and continuously raising the quality of the support experience Capturing product feedback from support conversations and routing it to the product team Customer Success Managing a book of SMB accounts through onboarding, adoption, and renewal Running structured onboarding for new customers - from kickoff through go-live Monitoring account health and proactively surfacing risk before it becomes churn Building strong day-to-day relationships and championing continued product adoption and value Your experience & skills We are looking for a candidate with: 1-2 years of experience in a customer success, account management, or customer support role, ideally in B2B SaaS Native or fluent English and Hebrew - both are required for this role The ability to move fluidly between reactive support work and proactive relationship management Strong organisational skills and genuine care for the customer experience Familiarity with tools like Intercom, HubSpot, or similar (Intercom experience is a plus) A self-starter mentality with the ability to manage competing priorities independently A collaborative, high-energy attitude - this role sits at the centre of the CS team

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