Customer Support Specialist at Endex (New York, NY)
Endex· New York, NY·
Role details
Job description
Who We Are
Endex builds AI agents that handle complex, end-to-end work for the world's most demanding teams. Today we're deployed across leading financial institutions and Fortune 500 companies, embedded in the tools and workflows they rely on. We operate at the frontier of agentic knowledge work, partnering closely with top AI research labs and backed by the OpenAI Startup Fund. We're on a mission to build the most capable digital coworker in the world.
About the Role
Location: New York City (Primary), Denver, Chicago, Singapore (APAC), London, San Francisco, Austin, Los Angeles Commitment: 5 Days In-Person We're looking for someone who takes a customer question seriously and follows through with a clear, useful answer. As a Customer Support Specialist at Endex, you'll own the support queue and first response to product questions. You'll troubleshoot known issues, maintain clear customer updates and route deeper failures to Technical Support Engineers with reproducible context. CSMs remain accountable for broader account adoption and health.
Your Key Responsibilities
- Own First Response: Triage chat and email requests by urgency and customer impact, keeping response and follow-up commitments clear.
- Resolve Product Questions: Reproduce known issues, explain supported workflows and provide accurate guidance or a safe workaround.
- Gather Good Evidence: Capture steps, context and examples needed to investigate an issue.
- Escalate with Context: Give technical owners the user impact, reproduction steps and relevant environment details while keeping the customer informed.
- Improve Self-Service: Turn recurring answers into useful help content.
What We're Looking For
- Customer Service Instinct: You care about getting someone to a useful outcome.
- Clear Communicator: You write accurately and keep explanations straightforward.
- Patient Investigator: You ask questions before assuming the cause.
- Reliable Organization: You manage a queue and follow through on promised updates.
- Clear Case Management: You can prioritize a busy support queue, write useful customer updates and keep a case moving through resolution.
Nice to Have
- Software support experience
- Familiarity with ticketing tools
- Experience with ticketing systems, service-level targets and knowledge-base documentation
Full-Time Benefits
- Health & Dental Insurance
- Monthly Wellness Stipend
- 401K Matching
Why work at Endex
- Culture: Fast-moving AI startup backed by OpenAI, working on cutting-edge reasoning models applied to a high-stakes domain. Team is small (~20 people) with a technical majority (37% of headcount in engineering/research).
- Remote/Hybrid: Offices in New York City (HQ) and team members across Israel, Canada, and Brazil – likely flexible work arrangements.
- Notable perks/engineering culture:
- Direct access to OpenAI’s latest models and research collaboration.
- Opportunity to solve hard problems in financial AI (multimodal analysis, agentic workflows, reinforcement fine-tuning).
- Emphasis on continuous evaluation and improvement – the team tracks metrics like response latency and reasoning depth.
- Recent hires from top firms (Jump Trading, Two Sigma, Shopify) and university partnerships (Columbia Business School).