Customer Service Representative

About FactoryFix

FactoryFix is an AI-powered recruiting platform for industrial and skilled-trades hiring. We combine a proprietary talent network with AI recruiters that source, screen, and engage candidates automatically, helping manufacturers, contractors, and staffing firms consistently hire qualified workers.

The Role

You'll own the customer experience end-to-end. That starts with inbound support: answering questions, solving problems, making sure every employer feels taken care of. Over time, you'll manage a book of business: driving adoption, spotting expansion opportunities, and becoming a trusted advisor to your accounts. We believe in unreasonable hospitality. If you follow up before being asked and remember the details that matter, this is your role.

What You'll Do

• Handle inbound support via email, chat, and phone with speed, clarity, and warmth
• Troubleshoot product and account issues cross-functionally with engineering and product
• Manage a growing book of business: own renewals, track account health, spot growth opportunities
• Become the expert on each customer's hiring needs and surface their feedback to product
• Use AI tools daily: summarizing tickets, drafting responses, analyzing data, automating workflows
• Build and improve support processes, documentation, and knowledge base articles

What We're Looking For

• 3+ years in customer support, account management, or a similar customer-facing role
• Clear, confident communicator: sharp on calls and in writing
• Active user of AI tools (ChatGPT, Claude, etc.) who's always looking for new ways to use them
• Bias toward action and follow-through. You don't wait to be told to solve a problem
• Organized enough to manage multiple accounts without dropping threads
• Comfortable with ambiguity and full ownership of outcomes

Nice to have:

• Experience in B2B SaaS, HR tech, recruiting, or staffing
• Familiarity with manufacturing or industrial hiring
• Experience with tools like HubSpot, Intercom, or Zendesk

Why This Role

• Own the customer relationship and see your direct impact on retention and growth
• Use AI every day as an actual competitive edge, not a buzzword
• Join a team that treats world-class support as a moat, not a cost center