We’re looking for our first Support hire – to be a critical member in shaping the customer facing org at Turnstile. As a highly capable, quick-thinking Support Specialist, you will manage and respond to the increasing volume of support requests from our valued clients. You will be the first line of defense for troubleshooting, ticket creation, issue resolution, and client education—ensuring our clients get the best possible experience with Turnstile.

You will collaborate cross-functionally with Customer Success, Sales, Engineering, and Product to resolve technical issues and identify recurring trends. As a key member of the team, you’ll be the go-to person for resolving challenges that don’t require engineering-level intervention but are crucial for our clients’ success.

This role is perfect for someone with a sense of customer empathy, someone who has experience building support or customer success orgs from zero to one, someone who excels in ambiguity, and someone who holds the voice of the customer both internally and externally.

If you thrive in high-stakes, fast-paced environments, love solving problems, and are obsessed with providing Turnstile’s clients with a world-class experience, we want to hear from you!

In this role, we’ll ask you to:

• Educate and empower clients, proactively guiding them on best practices for using Turnstile
• Resolve complex support issues from clients via email and Slack, ensuring fast, clear, and accurate responses
• Own ticket triage & prioritization, identifying the root cause of issues and escalating appropriately.
• Troubleshoot (technical) issues related to quoting, eSign, invoicing, and integrations (e.g., HubSpot, Salesforce, Stripe, etc.)
• Contribute to internal documentation, improving processes and reducing repeated inquiries
• Drive improvements, identify trends, and proactively prevent recurring issues

   

We’d love to hear from you if:

• You have 2-5 years in a support, technical support, or customer success role, preferably in a B2B SaaS or fintech environment
• You have exceptional problem-solving skills—you’re resourceful, detail-oriented, and able to think on your feet
• You’re a thoughtful and clear communicator with the ability to break down complex topics into succinct, client-friendly explanations
• You have the ability to manage high ticket volume while maintaining high-quality responses
• You have experience setting up and working with ticketing systems (HubSpot, Intercom, or similar)
• You have an ability to thrive under pressure, quickly assess problems, and deliver solutions in real-time. Experience working in a fast-paced startup or technical environment preferred

   

Bonus points for experience with:

• You have SQL or data querying experience
• You have direct experience partnering closely with founders / c-suite
• You’ve been the first Customer Success or Support hire at a venture-backed startup
• You have experience in leveraging the latest AI automation tooling

Working at Turnstile

• Competitive and Fair Pay: Equal pay by role and level at the 75th percentile of SF salaries ($90,000 to $135,000 for this role, depending on level) with meaningful equity
• Fully Remote: Distributed by design with team members from San Francisco to Raleigh
• Fully Covered Health Benefits: 100% paid medical, mental health, dental, and vision premiums for you and your family
• Paid Parental Leave: 16 weeks for birthing parent, 12 weeks for all other parents welcoming a new child into their home
• 401(k): With 4% company contribution, regardless of what you put in
• Flexible PTO: Take the time you need to unplug and unwind
• Setup: New Mac + $1,500 annual stipend to make your home workspace more comfortable and productive