About the role
About us
Shapes is on a mission to reinvent how companies run their people operations in the AI era. We're building the world's first truly AI-native people platform — a single place where HR processes come together, get customized in minutes, and actually run themselves. We're a small, fast-moving team that loves building ambitious things with a bias for action. If you want to shape the foundation of something big, not just plug into an existing machine, this is the place.
About the role
This is a dual role: support-first, with a meaningful CS dimension. You'll own first response and resolution for our entire customer base, and you'll manage a book of SMB accounts through the full customer lifecycle. Owning real accounts gives you the product depth and customer context that makes support genuinely good — and vice versa.
We have the infrastructure in place — Intercom, a knowledge base, and escalation paths. Your job is to run it well and make it better over time.
This role sits inside a CS team that is actively developing and optimizing the Customer Success operating system — the playbooks, frameworks, and processes that define how Shapes serves customers at scale. You'll have a real hand in improving it.
Your responsibilities will include:
Support (primary)
- Owning first response and resolution for all inbound customer tickets via Intercom, across our full customer base
- Running and improving our support infrastructure — routing rules, escalation paths, macros, and the knowledge base
- Tracking CSAT, identifying patterns in recurring issues, and continuously raising the quality of the support experience
- Capturing product feedback from support conversations and routing it to the product team
Customer Success
- Managing a book of SMB accounts through onboarding, adoption, and renewal
- Running structured onboarding for new customers — from kickoff through go-live
- Monitoring account health and proactively surfacing risk before it becomes churn
- Building strong day-to-day relationships and championing continued product adoption and value
Your experience & skills
We are looking for a candidate with:
- 1–2 years of experience in a customer success, account management, or customer support role, ideally in B2B SaaS
- Native or fluent English and Hebrew — both are required for this role
- The ability to move fluidly between reactive support work and proactive relationship management
- Strong organisational skills and genuine care for the customer experience
- Familiarity with tools like Intercom, HubSpot, or similar (Intercom experience is a plus)
- A self-starter mentality with the ability to manage competing priorities independently
- A collaborative, high-energy attitude — this role sits at the centre of the CS team