As a Customer Operations & Verification Specialist, you will be the first line of communication and support for both our Sages and Vendors. Sages are experienced technology leaders – typically CIOs, CTOs, CDOs, and other senior decision-makers – who join our platform to share insights with emerging technology companies, or Vendors. These Sages participate anonymously in short, high-signal conversations that help vendors refine their products and go-to-market strategies, all while staying up to date on the latest innovations.

You will manage all inbound support through Intercom and play a key role in scaling our support systems through thoughtful automation, AI tooling, and a robust knowledge base.

You will also own our Sage verification process by using internal tools and your own judgment to ensure we’re bringing high-quality, credible experts onto the platform. This is a detail-heavy, people-centric role that requires empathy, creativity, and a problem-solving mindset. You will also act as the voice of the customer internally, surfacing insights and collaborating across teams to improve the product and customer journey.

If you’re energized by delivering thoughtful customer experiences, improving operations with AI, and helping shape the growth of a startup, we would love to hear from you!

🚀 Key Responsibilities

• Serve as the primary owner of all inbound support messages in Intercom from both Sages and Vendors
• Resolve issues with care, speed, and creativity, looping in the right internal teams when necessary, and always driving toward clear resolution
• Implement and manage AI tools and automated systems to streamline support and reduce manual volume
• Build and maintain a comprehensive self-serve knowledge base, and design scalable support flows and AI-powered agents that deliver instant resolutions to common customer challenges
• Oversee the full Sage verification process using internal tools and your own discretion to assess identity, accuracy, and platform fit
• Communicate clearly and empathetically with prospective Sages around verification questions, delays, or denials
• Identify patterns in user questions and friction points and proactively recommend product or process improvements
• Be a cross-functional partner across Sales, Product, Engineering, and Data teams, championing customer needs and helping shape internal roadmaps
• Track and analyze support trends to improve our customer experience and operational efficiency

🌟 Qualifications

• 2+ years of experience in a customer support, customer success, or operations role, ideally at a fast-paced startup
• Deep empathy and communication skills; able to resolve difficult issues with care and clarity
• Proven experience leveraging AI or automation tools to streamline support workflows
• Meticulous attention to detail and ability to juggle multiple cases or tasks without dropping the ball
• Strong critical thinking and problem-solving skills
• Experience troubleshooting technical issues and escalating thoughtfully to engineering teams
• Excited to work cross-functionally and influence product development with customer insights
• Fluent in written and spoken English, with the poise and clarity to communicate effectively with high-level stakeholders and executive audiences
• Passionate about building efficient, thoughtful, and warm customer experiences at scale

✨ Bonus Qualifications

• Familiarity with Intercom or other live chat/helpdesk platforms
• Experience with B2B marketplaces, SaaS platforms, or trust/safety workflows
• Previous ownership of verification or identity review processes
• Strong writing/editing skills for creating knowledge base articles and macros
• Experience in both customer-facing roles and back-office process optimization

Role Notes:

• Our hourly employee rewards packages include equity, company-paid employee healthcare, dental, and vision plans and options to cover your dependents at your cost, a 401(k) plan through Empower (non-matching), and 11 holidays and up to 2 weeks of accrued PTO per year (accrual of 1.5 hours per 40 hours worked).
• This role may be based remotely in any of the states where Sagetap is currently registered to employ: California, Colorado, Georgia, Kansas, New York, and Texas.

🤝 What we bring:

• Remote-first work with regular collaboration in NYC and SF
• Work with top talent from Google, Dropbox, Spotify, VMware, Indeed, and more!
• Funding from top VCs like NFX, Emergent Ventures and Uncorrelated Ventures
• Excellent benefits including flexible PTO, paid medical, dental, vision, and paid parental leave