---
title: 'Customer Support Specialist at Aiwyn'
canonical: 'https://feeny.ai/job/customer-support-specialist-aiwyn-united-states-jk77pd1asvk1'
type: 'job'
last_seen: '2026-09-09'
---

# Customer Support Specialist at Aiwyn

- **Company:** Aiwyn
- **Location:** United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-02
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.ashbyhq.com/aiwyn/2de6afb7-5868-4858-a21f-71750cc22475

## Job description

Who is Aiwyn and what do we do?

Aiwyn is the first complete platform for modern accounting firms. Backed by top-tier investors like Bessemer, KKR, and Revolution, we’re one of the fastest-growing scale-up SaaS companies in the world. We build category-defining technology—and we’re doing it with world-class people, processes, and products.

To learn more, visit our website https://aiwyn.ai/

This role:

As part of our Customer Support team, you’ll provide front-line product support to users, troubleshoot software issues, and ensure customer satisfaction by resolving technical problems efficiently.  You’ll develop a deep understanding of the company's software products to guide users, offer product training, and escalate complex issues to the engineering team when necessary. Working within our three-tiered support structure, you’ll work closely with other support teammates, customer implementations and success, and software developers in order to drive positive outcomes for our customers.

How We Investigate Issues:

Investigations often require deep technical analysis across multiple systems, including database queries, user session replays, and network-level logs. The role involves tracing data from source systems through integrations into Aiwyn’s platform, analyzing transaction flows, and diagnosing issues related to DNS, mail servers, and third-party integrations such as practice management systems, SafeSend, and Outlook.

Key Responsibilities:

- Provide expert technical support to customers via support ticket, live chat, and phone, troubleshooting software issues and ensuring a seamless user experience.
- Assist in the setup, configuration, and optimization of our software for new and existing customers.
- Collaborate closely with our development and product teams to identify, report, and resolve software bugs or feature requests.
- Offer training and guidance to customers on best practices for using our software, via email, chat and virtual meetings.
- Manage and prioritize support tickets, ensuring timely and accurate resolutions.
- Contribute to the development of support documentation, FAQs, and knowledge base articles.

Qualifications:

- 1-2 years of experience in a technical support, customer support, or technical-adjacent role or completion of a technical bootcamp or equivalent training
- Excellent problem-solving skills with a proactive approach to troubleshooting.
- Strong communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
- Ability to adapt quickly and manage multiple tasks in a fast-paced, evolving environment.
- Experience with structured query language (SQL)
- Strong process-oriented mindset with a focus on continuous improvement and operational efficiency
- Appreciation for data integrity, with a commitment to maintaining clean, accurate, and well-documented records by following established processes

Preferred experience:

1. Familiarity with SaaS platforms and cloud-based software solutions.
2. Experience with customer relationship management (CRM) systems including Zendesk and JIRA.
3. Strong understanding of accounting principles and experience with accounting or accounts receivable software.

Benefits and Perks:

- The big-picture value proposition of this role is simple: join us, and you'll be paid competitively to have freedom in solving worthwhile, challenging problems alongside other A-players at a fast growing SaaS startup led by an experienced and successful co-founding team with industry experience.

Other benefits include:

1. Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls.
2. Remote, work-from-anywhere culture
3. Flexible PTO
4. World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support.
5. Stock options - every Full Time Employee has ownership in Aiwyn's future and success.
6. 401(k) matching

Our Values:

- Relentless by Design
- Owners not Renters
- Trust at the Core

Learn more about Aiwyn:

- About us https://www.aiwyn.ai/about
- YouTube page https://www.youtube.com/@AiwynAI

Aiwyn is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Candidate information will be treated in accordance with our CCPA privacy notice which can be found here: https://www.aiwyn.ai/ccpa

## About Aiwyn

## Company Overview
- **One-liner**: Aiwyn provides the first complete software platform for modern accounting firms, unifying payments, practice management, client experience, and tax with built-in AI.
- **Entity Type**: Private (Venture-backed; total funding $127M)
- **Headquarters**: Charlotte, North Carolina, United States
- **Founded**: 2020
- **Founders**: Justin Adams (CEO), Pat Morrell (GM Practice & Tax), Tanner Fritz (GM Payments & Experience)

## Core Business
- **Primary industry**: Accounting technology / Fintech for professional services
- **Target customers**: B2B – accounting firms of all sizes (trusted by 800+ leading firms)
- **Mission or purpose**: To be the “wise friend” that brings technology and trust together, helping firms automate manual work and deliver better client experiences.

## Products & Services
- **Aiwyn Practice**: Time, billing, projects, and resource planning in one view (SaaS).
- **Aiwyn Payments**: Automated invoicing, reminders, and reconciliation to speed up cash flow (SaaS).
- **Aiwyn Experience**: Unified client portal for engagement letters, secure sharing, and requests (SaaS).
- **Aiwyn Tax**: Tax preparation, review, filing, and client collaboration with AI built in (SaaS; live inside Claude).

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Total funding of $127M (Seed $14M in 2021; $113M venture round in Dec 2024 led by Bessemer Venture Partners and Kohlberg Kravis Roberts)
- **Notable Investors/Partners**: Revolution Ventures, Bessemer Venture Partners, Kohlberg Kravis Roberts & Co.; integrations with leading accounting tech ecosystem.
- **Growth Signals**: 146 employees (+34.4% YoY); acquired Column Tax, QuickFee US Payments business, and Taxa (2025); expanding into AI with native Claude integration.

## Competitive Advantages
- **First complete platform** purpose-built for accounting firms, replacing multiple disconnected tools.
- **Open platform** with a unified data layer that powers AI strategies (e.g., Claude integration).
- **Strong institutional backing** from top-tier investors (KKR, Bessemer) and a track record of acquisitions.
- **Trusted by 800+ firms** and preferred partner of major accounting alliances.

## Strategic Focus
- **AI-first infrastructure**: Building an AI advantage for firms through native automation and the “data layer” required for intelligent workflows.
- **Platform consolidation**: Replacing point solutions with a single, integrated system across practice, payments, experience, and tax.
- **Continued growth through M&A** and international expansion (operations in 8 countries).

## Why Work Here
- **Remote-first culture**: “Work from anywhere” with team hubs in Charlotte, Austin, San Francisco, Jerusalem, and São Paulo.
- **Generous benefits**: Equity for all employees, 401k matching, unlimited PTO, $1,000 anniversary travel reimbursement, and day-one health coverage (medical, vision, dental, mental health).
- **Values-driven**: “Trust at the core,” “Relentless by design,” and “Owners not renters” – emphasizing transparency, continuous improvement, and ownership.
- **Growth opportunity**: 34% headcount growth YoY, multiple acquisitions, and active hiring across engineering, product, and customer support.
- **Engineering culture**: Technical roles dominate (53% of workforce), with competitive salaries (e.g., Lead Software Engineer ~$169k/yr).

## Sources
1. [aiwyn.ai/about](https://www.aiwyn.ai/about/)
2. [aiwyn.ai](https://www.aiwyn.ai/)
3. [aiwyn.ai/careers](https://www.aiwyn.ai/careers/)
4. [linkedin.com/company/aiwyn](https://www.linkedin.com/company/aiwyn)
5. [explore.aiwyn.ai/about/careers](https://explore.aiwyn.ai/about/careers)

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