- Own customer conversations from start to finish, delivering fast, thoughtful, and high-quality support.
- Solve what you can yourself. Use AI every day (Claude, n8n and our internal stack) to investigate, pull the data, and resolve issues without escalating.
- Think like the user. If a customer needs something we don't have in place yet, treat it as ours to solve, find the workaround, and deliver.
- Turn recurring pain into fixes. Spot patterns, raise them, and help turn them into automations or product improvements instead of repeating manual work.
- Partner with Product, Engineering, AI, and Ops to remove friction across the customer journey.
- Use AI tools every day to investigate issues, gather insights, and solve problems faster.
- Keep asking "how could this work better?", and act on the answer.
- Propose ideas that reduce manual work, improve customer experience, and scale our operations.
- Become an expert in Ontop's products, processes, and AI ecosystem.
- Share patterns, insights, and opportunities discovered through customer interactions.
- Help build the future of Customer Experience—not just support it.
What success looks like:
- First weeks: you know Ontop's products, tools, and where the answers live, and you resolve common cases on your own.
- By 90 days: more of your tickets close without an escalation, and you've raised or helped ship at least two improvements or automations.
- Ongoing: you become a go-to source of customer insight, and curiosity is a habit, not a task.
- Curious by nature—you love understanding how things work.
- Strong problem-solving mindset.
- Excellent written and verbal communication.
- Comfortable learning new technology and AI tools.
- Excited to work in a fast-paced startup where things evolve quickly.
- You don't wait for someone to tell you what to improve—you proactively suggest better ways of doing things.
- Organized and detail-oriented.
- English and Spanish proficiency (B2 or above).
- Comfortable learning a modern CX technology stack, including AI assistants, internal operational tools, knowledge bases, automation platforms, and data exploration tools. Experience with tools such as ChatGPT, Claude, Cursor, n8n, SQL, or similar is a plus.
Who we're looking for
We're far more interested in your curiosity, ownership, and problem-solving mindset than your previous experience. You might be a student, a recent graduate, or an experienced professional looking to build in a fast-moving environment. What matters most is that you're excited to learn, solve problems, improve systems, and build.
Who you are
- Curious by nature. You love understanding how things work, and why.
- A problem-solver who acts. You don't wait to be told what to improve, you suggest it and try.
- A clear communicator, written and verbal, in English and Spanish (B2 or above).
- Quick to learn new technology and AI tools.
- Organized and detail-oriented, even when things move fast.
- Energized by a startup where things change weekly.
Nice to have
- Hands-on with AI tools like Claude, ChatGPT, Gemini, or Cursor.
- Any experience in support, fintech, or global payroll (not required).
Why join
- Learn to build with AI, not just use it. We'll teach you automations, skills, and workflows.
- Real ownership and a direct line to Product, Engineering, and Ops.
- A team that celebrates curiosity and turns front-line insight into company change.
