Maple AI · New York
Customer SupportGTMRemoteFullTimeposted 6mo ago
At Maple, we’re building AI agents that work for restaurants. These agents answer calls, take orders, book appointments, and handle real customer interactions over natural voice.
But our bigger mission goes deeper: we’re building automated ontologies that model how businesses actually operate — their services, workflows, constraints, and language — so our agents can adapt to them instantly. We meet businesses where they are, not where software wants them to be.
We have many customers, strong revenue growth, years of runway, and backing from world-class investors. I’ll share more once we meet.
When a business signs with Maple, two things must happen:
They must get live quickly.
They must feel like we have their back.
This role sits at the intersection of onboarding and support. You will:
Guide new customers through setup
Handle live support when issues arise
Think quickly when edge cases happen
Communicate calmly when a restaurant owner has questions
Escalate to engineering clearly and precisely and implement solutions
We need someone who:
Thinks on their feet
Enjoys talking to business owners
Can gather context fast
Is comfortable with ambiguity
Takes ownership instead of waiting
Run onboarding calls with new customers
Translate business operations into structured AI configurations
Identify gaps or unclear workflows and clarify them live
Ensure customers go live quickly and confidently
Handle inbound support calls, texts, and emails
Troubleshoot real-time voice agent issues
Think creatively when things don’t follow the script
Gather complete context before escalating to engineering
Own issues end-to-end
Document cases clearly in Salesforce
Communicate tightly in Slack
Identify recurring friction points
Suggest improvements to tooling, onboarding flow, or documentation
You think like an operator. You take initiative, care about outcomes, and feel energized by solving real problems.
You operate with urgency and reliability. When something needs attention, you step in quickly and keep it moving.
You enjoy learning, improving, and quickly implementing feedback.
Fluency in English (C1/C2), with strong written and verbal communication skills in both languages
2–5+ years in customer support, onboarding, or high-touch SaaS roles
Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment
Strong conversational ability (moderately extroverted, not robotic)
Quick thinker — you don’t default to “let me check on that”
Comfortable handling ambiguous or messy situations
Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations
Able to gather context when customers provide incomplete information
Strong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure
Have worked with SMBs or local businesses
Have experience with Intercom, OpenPhone, Salesforce
Have supported technical products
Thrive in early-stage startup environments
We optimize for leverage. That means great internal tooling, fast CI/CD, and code that scales across many customer types
We believe in deep ownership. Engineers here talk to users, design features, and ship fast
We value clarity over process. You’ll spend most of your day building, not waiting on decisions
We move in person. We’re a tight-knit team that moves fast and solves problems together
Competitive salary + meaningful equity
A real product with real usage and growing revenue
Strong In-person culture, fast feedback loops, and zero bureaucracy
A small team that feels like a founding team
Full health, dental, vision, 401k, life insurance, and unlimited PTO
Tools budget, coffee budget, whatever-you-need-to-be-great budget
Want to help reimagine how software works for real-world businesses? Let’s talk.