---
title: 'Customer Support Specialist at Reacher'
canonical: 'https://feeny.ai/job/customer-support-specialist-reacher-remote-f930zepqz47s'
type: 'job'
last_seen: '2026-11-05'
---

# Customer Support Specialist at Reacher

- **Company:** Reacher
- **Location:** Remote
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-11-05
- **Last confirmed live:** 2026-11-05
- **Apply:** https://jobs.ashbyhq.com/reacher/a94d5011-4a2f-49d1-a98c-98aa4158f150

## Job description

## The Role

We’re hiring a Customer Support Specialist to be the first line of help for every Reacher customer. You’ll own the support queue across in-app chat and our VIP client channels (Slack, WhatsApp, Lark), resolving issues fast, teaching customers how to get the most out of the platform, and getting bugs into engineering’s hands with everything they need to fix them. This is a high-ownership role on a small team, so you’ll shape how support runs, not just work the queue.

## What You’ll Do

- Own first response across all channels, hitting a 1-minute weekday first-response target and ~30 minutes on weekends across ~100 to 150 tickets a week
- Troubleshoot and resolve product issues end to end (automations, outreach, sample approvals, GMV Max, Spark Codes, integrations, billing) without waiting on engineering where you don’t have to
- Keep the Pylon queue clean: max 30 open tickets per person, 24-hour follow-ups on tickets waiting on the customer, daily pipeline cleanup at shift start and end
- Reproduce bugs and file clear engineering tickets in Linear (shop, shop ID, contact, what’s happening, on which page), chase them internally across US and EU engineering hours, and close the loop with the customer
- Turn “the tool is broken” into “here’s how it works”: educate customers on features and best practices, and keep help-center articles and macros current so repeat questions get faster answers
- Spot frustrated or at-risk accounts, disputed charges and cancellation intent early and hand them to the CSM team with context
- Capture feature requests and friction patterns and feed them back to product and CS
- Cover VIP client channels with the same speed and care as the in-app queue

You’ll Be Successful If You

- Have 2+ years in customer support or a frontline client-facing role, ideally at a SaaS company
- Know TikTok Shop and its affiliate ecosystem, or can learn it fast; prior exposure to Seller Center or creator outreach tools is a plus
- Are a clear, calm writer who can de-escalate, explain, and keep a customer confident while an issue is being fixed
- Are technical enough to reproduce issues, read error states, and write a bug report an engineer can act on without a follow-up question
- Are disciplined about the queue: you don’t let tickets go stale and you follow through on every open thread
- Can work US or EU-overlap hours with some weekend coverage
- Thrive in a fast-paced startup where process is still being built and you’re expected to help build it

## About Reacher

## Company Overview
- **One-liner**: Reacher is an AI-powered platform that automates creator marketing for TikTok Shop and beyond, combining creator discovery, outreach, CRM, sample management, and campaign analytics in one tool.
- **Entity Type**: Private (Pre-Seed stage; Y Combinator Summer 2025 batch)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2024
- **Founders**: Jerry Qian (Co-Founder & CEO) and Bora Mutluoglu (Co-Founder & CRO)

## Core Business
- **Industry**: Creator marketing / influencer marketing software; e-commerce enablement
- **Target Customers**: B2B – brands and agencies selling on TikTok Shop, Amazon, and Shopify who want to partner with creators on TikTok, Instagram, YouTube, and X.
- **Mission**: “We automate creator marketing for the world’s largest brands” – making marketing teams 10x more productive by handling manual creator workflows.

## Products & Services
- **AI Creator Discovery**: AI analyzes millions of creator profiles to find matches based on content style, audience demographics, and brand values.
- **Automated Outreach**: Sends personalized bulk DMs, collab invites, emails, and sample requests to thousands of creators daily.
- **Creator CRM**: Manages creator relationships, tracks messages, samples, and GMV in one place; group and segment creators.
- **Campaign Management**: Runs retainers, challenges, contests, and tracks GMV per campaign with real-time analytics.
- **Creative Agent**: Analyzes top-performing videos and auto-generates creative briefs and scripts.
- **Social Intelligence**: Monitors viral trends, competitor strategies, and tracks top-performing brands, products, and videos on TikTok Shop.
- **Multi-Platform Integration**: Currently dominates TikTok Shop; building to support Amazon, Shopify, Instagram, YouTube, and X.

## Market Standing
- **Valuation / Market Cap**: Not publicly disclosed
- **Key Metric**: $500,000 in total Pre-Seed funding (led by Y Combinator, October 2025)
- **Notable Investors**: Y Combinator (lead), plus 3 other investors in the Pre-Seed round
- **Growth Signals**:
  - Trusted by 1,000+ brands
  - Headcount grew ~82% YoY (from ~10 to 18 employees)
  - 19 active job postings (as of mid-2025)
  - Expanding from TikTok Shop to multiple platforms; official TikTok Shop Partner and TAP Agency
  - Globally available in 10 markets with employees in the US, Germany, UK, Turkey, and India

## Competitive Advantages
- **AI-first creator discovery** that matches based on actual video content and audience demographics, not just keywords
- **End-to-end automation** of the entire TikTok Shop affiliate workflow – from discovery to payment tracking – in one platform
- **Official TikTok Shop Partner** status, ensuring compliance and native integrations
- **Unified multi-platform vision** – building the universal layer for all creator-brand collaborations
- **YC-backed** with a strong founding team from Meta, Berkeley, and NASA

## Strategic Focus
- Dominate the TikTok Shop affiliate market while building the universal creator collaboration platform that works across Amazon, Shopify, Instagram, YouTube, and X.
- Continue to invest in AI capabilities for creative intelligence and campaign optimization.
- Scale the go-to-market team and customer success function to support a growing brand base.

## Why Work Here
- **Early-stage startup** with Y Combinator backing and strong product-market fit in a fast-growing creator economy
- **Distributed / remote-friendly** team with employees across multiple countries; hub in San Francisco
- **Engineering culture**: building AI-powered marketing automation; roles include full-stack software engineering, AI, and founding account executives
- **Active hiring** with 19 open positions across engineering, customer success, partnerships, and GTM
- **Compensation**: salary ranges visible on YC jobs (e.g., $115K–$200K for Senior Software Engineer)
- **Growth trajectory**: 82% headcount growth YoY and expanding into new platforms

## Sources
1. [reacherapp.com](https://www.reacherapp.com/)
2. [linkedin.com/company/reacherapp](https://www.linkedin.com/company/reacherapp)
3. [ycombinator.com/companies/reacher](https://www.ycombinator.com/companies/reacher)
4. [ycombinator.com/companies/reacher/jobs](https://www.ycombinator.com/companies/reacher/jobs)
5. [jobs.ashbyhq.com/reacher](https://jobs.ashbyhq.com/reacher)

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