Customer Support Specialist
Pangram Labs · Brooklyn
A Note on applying to Pangram:
At Pangram, we firmly believe that genuine human expression, and our ability to communicate with each other online and through the written word, is a fundamental right- and a value worth preserving.
Please don't use AI to answer any of the questions as part of your application - we want to hear from you!
About Pangram Labs
Pangram Labs’ mission is to protect authenticity and preserve human connection in the context of the generative AI era. We build the world’s best AI detection systems. We publish research on state-of-the-art AI detection techniques and algorithms and build products to bring our technology into people's daily lives. We provide tools for individuals, institutions and companies to detect the use of AI in written content.
Pangram is a recognized thought leader in the space of AI detection. Our CEO & Co-founder Max Spero has been named as one of Time Magazine’s 100 Most Influential People in AI and Pangram has been named one of Time’s Best Inventions of 2026.
We are looking for high agency, mission-driven, and passionate builders to join our team!
About the Role
As a Customer Support Specialist at Pangram Labs, you to be the first point of contact for customers reaching out to Pangram for support. You will own complex support cases, build product expertise, and define the customer support function as we continue to scale. This role is ideal for someone who loves problem-solving, thrives in ambiguous, high ownership environments, and wants to develop their career at a fast-growing startup.
What You'll Do
Own and resolve technical support cases with accuracy, speed, and empathy
Manage daily support tickets and customer inquiries across email, chat, and other channels
Troubleshoot issues, customer feedback, and product functionality; proactively follow up to ensure full issue resolution and high customer satisfaction
Identify trends in support requests and flag risks, product gaps, and improvement opportunities
Work with Product and Engineering to report, triage, and reproduce bugs, as well as prioritize and validate fixes
Build and maintain support systems, playbooks, internal documentation, and customer-facing content
Work with Sales to handle responses to customer compliance questionnaires, vendor onboarding forms, and procurement requests.
Qualifications
You are a great candidate for this role if you have:
1+ years of experience in a customer-facing role
Strong organizational skills and excellent attention to detail
Prior experience supporting technical or developer-facing products is a plus
Clear communication with strong written and verbal skills
Managed multiple priorities in a fast-paced environment
An interest in mentoring and future career development
Benefits include
Medical/dental/vision
401(k) with 100% employer match on first 4%
20 days PTO
Office lunch
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