---
title: 'Customer Success & Support Specialist at Shapes'
canonical: 'https://feeny.ai/job/customer-success-support-specialist-shapes-tel-aviv-ypt8g4jvevvc'
type: 'job'
last_seen: '2026-09-06'
---

# Customer Success & Support Specialist at Shapes

- **Company:** Shapes
- **Location:** Tel Aviv, Israel
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-04-09
- **Last confirmed live:** 2026-09-06
- **Apply:** https://jobs.ashbyhq.com/shapes/a93c0946-b5bf-495a-9a8a-f9be94a1ba37

## Job description

## ABOUT US

Shapes is on a mission to reinvent how companies run their people operations in the AI era. We're building the world's first truly AI-native people platform — a single place where HR processes come together, get customized in minutes, and actually run themselves. We're a small, fast-moving team that loves building ambitious things with a bias for action. If you want to shape the foundation of something big, not just plug into an existing machine, this is the place.

## ABOUT THE ROLE

This is a dual role: support-first, with a meaningful CS dimension. You'll own first response and resolution for our entire customer base, and you'll manage a book of SMB accounts through the full customer lifecycle. Owning real accounts gives you the product depth and customer context that makes support genuinely good — and vice versa.

We have the infrastructure in place — Intercom, a knowledge base, and escalation paths. Your job is to run it well and make it better over time.

This role sits inside a CS team that is actively developing and optimizing the Customer Success operating system — the playbooks, frameworks, and processes that define how Shapes serves customers at scale. You'll have a real hand in improving it.

Your responsibilities will include:

Support (primary)

- Owning first response and resolution for all inbound customer tickets via Intercom, across our full customer base
- Running and improving our support infrastructure — routing rules, escalation paths, macros, and the knowledge base
- Tracking CSAT, identifying patterns in recurring issues, and continuously raising the quality of the support experience
- Capturing product feedback from support conversations and routing it to the product team

Customer Success

- Managing a book of SMB accounts through onboarding, adoption, and renewal
- Running structured onboarding for new customers — from kickoff through go-live
- Monitoring account health and proactively surfacing risk before it becomes churn
- Building strong day-to-day relationships and championing continued product adoption and value

## YOUR EXPERIENCE & SKILLS

We are looking for a candidate with:

- 1–2 years of experience in a customer success, account management, or customer support role, ideally in B2B SaaS
- Native or fluent English and Hebrew — both are required for this role
- The ability to move fluidly between reactive support work and proactive relationship management
- Strong organisational skills and genuine care for the customer experience
- Familiarity with tools like Intercom, HubSpot, or similar (Intercom experience is a plus)
- A self-starter mentality with the ability to manage competing priorities independently
- A collaborative, high-energy attitude — this role sits at the centre of the CS team

## About Shapes

## Company Overview
- **One-liner**: Shapes is building the world’s first AI-native PeopleOS that adapts to any organization’s structure and automates HR workflows using AI agents.
- **Entity Type**: Private (Seed/Series A stage — backed by top investors, small lean team)
- **Headquarters**: Not publicly disclosed (likely remote-first; European time zones implied by job postings)
- **Founded**: Not publicly available (recent entrant, pre-2026)
- **Founders**: Not publicly named on the website

## Core Business
- Primary industry: Human Resources Technology (HR Tech) / People Operations
- Target customers: B2B, mid-market to enterprise (50 to 5,000+ employees), across all industries
- Mission or purpose: To reinvent how companies run their people operations in the AI era, by providing a single, adaptable platform that molds to each organization’s unique shape rather than forcing rigid structures.

## Products & Services
- **Shapes Platform (AI-native PeopleOS)**: A unified SaaS platform that combines people directory, org charts, workflows, docs & e-signature, time off, attendance, performance & growth cycles, surveys, and people analytics — all powered by AI agents that automate end-to-end processes (onboarding, offboarding, reporting, employee Q&A).
- **AI Agents**: Autonomous agents that run entire people workflows, flag issues before they arise, and answer employee questions using organizational context.
- **Custom Dashboards & Tools**: Users can build any dashboard or tool in plain language — from reorg simulators to equity simulators, flight risk analysis, and calibration tools.
- **People Analytics & Insights**: AI-powered dashboards for retention, salary, engagement, performance, DEI, and more.

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Total funding amount not publicly disclosed; backed by “top investors” (unnamed on site)
- **Notable Investors/Partners**: Backed by top investors (names not publicly listed); integrates with popular tech stacks (specific integrations not detailed)
- **Growth Signals**: Rapidly scaling product and customer base; re-architecting platform to meet growing demand; actively hiring for key engineering roles; described as being at a “super exciting inflection point”

## Competitive Advantages
- **AI-native architecture**: Built from the ground up for the AI era, not retrofitted — agents act autonomously rather than just assist.
- **True adaptability**: Platform molds to any organization’s unique workflows, structures, and needs, unlike rigid legacy HRIS systems.
- **Speed of implementation**: SaaS-based, most teams up and running in days, not weeks.
- **All-in-one solution**: Replaces spreadsheets, scattered systems, and multiple point solutions with a single source of truth.
- **Security & compliance**: Continuous audits, strict access controls, and privacy safeguards.

## Strategic Focus
- Scaling the platform to handle rapid customer growth and increasingly complex use cases.
- Deepening AI agent capabilities to run more workflows autonomously.
- Re-architecting the platform foundation to maintain speed, stability, and elegance at scale.
- Expanding the team thoughtfully — hiring for high-impact, hands-on engineering roles.
- Maintaining a lean, fast-moving culture that prioritizes shipping real product over bureaucracy.

## Why Work Here
- **Culture**: Small, passionate, innovative team with a bias for action — “lean, passionate, and innovative.” Engineers own big pieces of the product from day one and shape technical vision.
- **Impact**: Opportunity to lay down core infrastructure and influence the direction of a company at an inflection point, not just maintain an existing system.
- **Speed**: “Ship fast and thoughtfully” — no 30-page specs, pragmatic problem-solving, and real product shipped quickly.
- **Collaboration**: Work side-by-side with design, product, and go-to-market teams; clear communication valued.
- **Remote/Hybrid**: Likely remote-first or flexible (job postings don’t specify a fixed location; European time zones implied).
- **Growth**: Tons of room to grow as the company scales; roles are designed for those who want to build ambitious things.

## Sources
1. [shapes.co](https://shapes.co/)
2. [shapes.co/careers](https://shapes.co/company/careers)
3. [shapes.co/about](https://shapes.co/about)
4. [shapes.co/job/software-engineer-de154](https://shapes.co/job/software-engineer-de154)
5. [jobs.ashbyhq.com/shapes](https://jobs.ashbyhq.com/shapes)

## Other roles at Shapes

- [Senior Software Engineer](https://feeny.ai/job/senior-software-engineer-shapes-tel-aviv-5ykbws1ve6g5) — Tel Aviv, Israel
- [Software Engineer](https://feeny.ai/job/software-engineer-shapes-tel-aviv-4k4mkfkyjkqm) — Tel Aviv, Israel
- [Marketing designer](https://feeny.ai/job/marketing-designer-shapes-tel-aviv-53x303m0yvgp) — Tel Aviv, Israel
- [Growth Lead](https://feeny.ai/job/growth-lead-shapes-tel-aviv-83zjqya3mvjv) — Tel Aviv, Israel
- [Product Designer](https://feeny.ai/job/product-designer-shapes-tel-aviv-3yrd9vy38wee) — Tel Aviv, Israel