Customer Support & Success Associates

Customer Support & Success Associates

We are seeking highly productive and customer-focused problem solvers who will ensure our clients get the most out of Heron. You'll take ownership of customer support and proactive success management, all while pulling together recurring feedback to inform what our engineers build. If you're dependable, detail-oriented, and thrive on helping customers succeed, we'd love to hear from you.

The Opportunity

From day one, you'll be hands-on : helping customers get started, resolving live support issues, and feeding back what you learn to our engineers to make the product better.

You'll be a key part of our NYC team, working directly with founders, engineers, and customers. When a process is unclear, broken, or missing entirely, you'll help design and improve it.

As Heron grows, you'll have the chance to expand your scope across product, success, and operations. If you thrive in a fast-paced environment and love making customers successful while improving how things work, this role is for you.

What You'll Do

This is a hands-on, customer-facing role focused on running and improving core processes. Examples of what you might do :

• Support existing customers : respond to and resolve technical issues to keep things running smoothly.
• Drive customer success : deeply understand our customers' workflows, how they use Heron, and how we can deliver even more value to them.
• Improve our operations : help us run a tighter ship by refining our tools and internal workflows.
• Shape the product : surface recurring issues or feature gaps to inform what we build.

What We're Looking For

We expect that strong candidates will have the following experience :

Regardless of specific background, our ideal hire will be :

Above all else, we value people who want to make an impact in their work. Here are some of the behaviors that we expect of all Herons :

What You Can Expect as a Heron