Customer Support & Technical Experience Manager
Zerno, an award-winning Chicago-based coffee startup, is hiring a **Customer Support & Technical Experience Manager** to shape our customer journey. You’ll be the main point of contact for customers, troubleshooting technical issues, building scalable systems, and ensuring a world-class experience.
**What you’ll do:**
* Lead email-based support, troubleshoot grinder issues, and de-escalate complex situations
* Improve systems through metrics, documentation, and automation
* Partner with product and operations to represent the customer voice
* Balance empathy, sound judgment, and efficiency in decision-making
**About you:**
* 2–4 years in customer or technical support
* Tech-savvy, quick to learn tools (Zendesk, Shopify, Notion, AI platforms)
* Detail-oriented, proactive, and thrive in a fast-paced startup environment
* Bonus: experience with mechanical products or support docs
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