Customer Support Executive
About Metaforms
At Metaforms, we’re redefining how market research gets done.
Our AI platform empowers the world’s leading research agencies to scale 10x faster while maintaining quality. With AI Agents augmenting survey programming, data processing, and project management, we help customers like Dynata, Savanta, and Borderless Access deliver more projects with less effort.
📊 1,000+ surveys processed monthly
🌍 Serving Fortune 500 companies
📈 Experiencing rapid month-over-month growth
💰 Backed by $9M in Series A funding to aggressively scale
💡 The Role
We’re hiring a Customer Support Executive to ensure our customers receive fast, accurate, and empathetic help whenever they need it.
As the frontline representative of Metaforms, you’ll troubleshoot issues, answer product questions, guide users through workflows, and work closely with internal teams to keep our customers running smoothly. If you enjoy solving problems, communicating clearly, and helping users succeed, this role is an excellent fit.
🔧 What You’ll Do
Respond to customer queries across chat, email, and support channels with clarity and speed.
Troubleshoot user-reported issues and guide customers through step-by-step resolutions.
Provide product walkthroughs and support users in adopting new features.
Create and maintain customer-facing help articles, FAQs, and internal knowledge base documentation.
Work closely with Product & Engineering teams to escalate bugs and track fixes.
Identify recurring issues, analyze patterns, and share insights to improve the product.
Support high-touch workflows such as deployments, data checks, or critical customer operations.
Maintain a high standard of responsiveness, professionalism, and empathy during all customer interactions.
🧑💻 What We’re Looking For
Core Skills
Strong analytical and problem-solving abilities.
Excellent verbal and written communication — able to simplify complex topics.
Ability to troubleshoot technical issues and understand product workflows.
High ownership mindset with a customer-first mentality.
Comfortable working cross-functionally with engineering, sales, and product teams.
Experience in a support, product, or technical role is a strong plus.
Bonus Points
Experience supporting SaaS or AI-driven platforms.
Exposure to enterprise customers or high-touch support environments.
Ability to write clear documentation or user guides.
Technical literacy — able to understand APIs, error logs, or product interactions at a basic level.
🌟 Why Join Metaforms?
Join a fast-growing Series A startup redefining how research agencies operate with AI. You’ll:
Work closely with an experienced product and engineering team.
Influence how customers experience our platform end-to-end.
Build processes, systems, and playbooks from the ground up.
Thrive in a high-ownership, zero-bureaucracy culture focused on speed and customer outcomes.
Grow your career across customer support, product, or operations based on your strengths.
🎁 Benefits
Full family health insurance
$1,000 USD annual reimbursement for skill development
Dedicated mentor/coach support
Free lunch & dinner at the office
Monthly food/snacks allowance