Customer Support Specialist

  • Location: Remote
  • Department: Customer Support
  • Employment Type: Full-time

What’s in it for you?

Paciva acts inside people’s most personal workspace, their inbox. When something goes wrong or feels confusing, the support response is part of the product. As Customer Support Specialist, you will be the person who keeps users feeling supported, informed, and in control. You will answer questions, resolve issues, route bug reports, and feed insight back to the team. This role matters more in the early stages than people realize.

About the team and the opportunity

You will work with success, engineering, product, and AI training. You will own day-to-day support across email and in-app channels. You will help build the help center, the macros, and the support patterns that scale beyond you.

A day in the life

You may start by clearing the support queue and triaging new tickets. By lunch you may write a help center article from a recurring question, then partner with engineering on a bug report. In the afternoon you may walk a customer through their rules setup over a screen share.

What you will work on

  • Resolve customer questions, issues, and feature questions across support channels
  • Triage bugs and partner with engineering on resolution
  • Build and maintain the help center, macros, and support documentation
  • Surface recurring themes to product and AI training
  • Help define the support metrics that matter as the team grows
  • Use AI tools to draft responses, summarize tickets, and surface patterns while keeping replies human

What we need from you

  • 3+ years of customer support experience in B2B SaaS
  • Strong written communication with a calm, helpful tone
  • Comfort in fast-moving environments with limited process
  • Working knowledge of support tooling, ticketing, and help center platforms
  • Experience with productivity, communication, or AI products is a plus

Working at Paciva

About Paciva

Paciva is an early stage company with people in Miami, Florida and Austin, Texas. The team works fully remote. Pax is an executive assistant for individuals and a chief of staff to organizations. It connects to the services you already use and does real work end to end, rather than reporting back on what needs doing.

The company is founder led and privately held. Every role we post is a first hire for its domain, which means you set the standard rather than inherit one, and you work with the founders directly rather than through layers.

Compensation and benefits

Compensation is set by role scope, experience, skills, location, market data, and internal equity. Every role carries meaningful equity, because the person who builds a domain from nothing should own part of what they build. For sales roles, compensation combines base salary with variable incentive pay, and the target is stated as on target earnings.

We cover pay and benefits in full in the first conversation, before you spend time on a process. Ask early and we will answer.

Remote work and travel

Every role here is remote. Paciva has people in Miami and Austin, and the team works across time zones. That puts weight on clear written communication, ownership, practical collaboration, and dependable follow through. Most roles include occasional travel for team meetings, customer sessions, company events, or off sites.

How we hire

We read every application. If your experience does not match the list above but you have done work that shows you can do this job, put that at the top.

The process is short and the founders run it. You will spend time on a real problem from the role rather than a hypothetical, and you will meet the people you would work with every day, because there are not many of us. We tell you where you stand at each step and we do not leave anyone waiting.

You are welcome to use AI tools when you apply. We build them. What we want to see is your judgment, so tell us where you used a tool and what you changed about its output.

Accommodations and applicant privacy

If you need a reasonable accommodation to take part in any stage of this process, tell us. You do not need to share medical detail. We will work out what lets you participate fully.

For how we handle the information you send us when you apply, see our applicant privacy notice at https://trust.paciva.ai/ 

Recruiting scam notice

Paciva recruiters only contact candidates from paciva.ai email addresses. We will never ask for money, fees, or banking information at any point before your first day. If a message looks off, do not click anything in it. Come back to paciva.ai and check the open roles here.

Equal opportunity

Paciva is an equal opportunity employer. We make employment decisions based on qualifications, merit, business needs, and role fit. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, marital status, pregnancy, caregiver status, or any other status protected by applicable law.