Customer Support Operations Consultant (Immediate Start / Minimum 3 months) in Remote at Simbe Robotics

Simbe Robotics is transforming retail with autonomous robots and AI-powered insights that help retailers improve store execution, inventory accuracy, and customer experience. As our customer footprint and robot fleet continue to expand, our Customer Experience team is adding operational support capacity to help maintain fast, consistent, high-quality service for our customers.

The Customer Support Operations Consultant will support Simbe’s Customer Support team by helping manage and resolve customer support tickets, coordinate follow-up across internal teams, and maintain clear documentation throughout the support lifecycle.

This person will partner closely with our internal Customer Support lead and cross-functional teams including Robot Operations, Deployment, Fleet/Hardware, and Engineering.

This is a hands-on operational role. The ideal person is organized, detail-oriented, comfortable working in ticketing systems, and able to follow defined workflows while using good judgment to escalate issues when something is unclear, urgent, or outside the documented process.

• Triage and manage customer support tickets in Jira or other internal systems.

• Execute assigned support workflows according to Simbe SOPs and internal processes.

• Review ticket context, customer requests, internal notes, and relevant system information to determine next steps.

• Help resolve common support requests such as:

  • traversal schedule changes,

  • customer-requested updates,

  • map or remap-related requests,

  • follow-up on missed or degraded traversals,

  • support cases requiring coordination across internal teams.

• Document actions taken clearly so each ticket has accurate, useful context.

• Keep tickets organized, current, and moving toward resolution.

• Escalate issues to the right internal team when they cannot be resolved through the documented support workflow.

• Identify repeated themes, unclear SOPs, or opportunities to improve internal support processes.

• Partner with the Customer Support lead to maintain a responsive, reliable customer support operation.

• Communicate blockers clearly and proactively.

In the first 30 days, this consultant should be able to:

• Learn Simbe’s core customer support workflows quickly.

• Take assigned tickets from intake to next action or resolution.

• Help expand the team’s day-to-day support capacity.

• Maintain clean, useful ticket notes.

• Escalate appropriately without over-escalating.

• Independently handle common support ticket types.

• Help identify opportunities to make support workflows more scalable and consistent.

• 2+ years of experience in customer support operations, technical support, support coordination, operations, or a similar ticket-based role.

• Strong experience working in Jira, Zendesk, Salesforce Service Cloud, Freshdesk, Linear, or another ticketing/workflow system.

• Excellent written communication and documentation skills.

• High attention to detail and ability to keep many small operational tasks organized.

• Comfortable following SOPs and working through checklists.

• Able to identify when an issue is routine versus when it needs escalation.

• Comfortable working with technical or semi-technical products, even if not deeply technical.

• Able to ramp quickly in a fast-moving environment.

• Strong ownership mindset: keeps tickets moving, follows up, and does not let issues sit without a clear next step.

• Experience supporting robotics, IoT, SaaS, retail technology, logistics technology, hardware/software products, or field operations.

• Experience working with remote operations, fleet operations, deployment teams, or technical support teams.

• Familiarity with Slack-based workflows and cross-functional escalation.

• Experience reading dashboards, logs, customer notes, or system-generated alerts to understand operational issues.

• Comfort working with ambiguity in a startup or high-growth environment.

• Prior experience improving support workflows, documentation, or ticket operations.

Experience with every tool is not required, but the consultant should be comfortable learning internal systems quickly. Potential systems may include:

• Jira or other ticketing tools

• Slack

• Internal monitoring tools

• Customer support inboxes or queues

• Internal dashboards / reporting tools

• Documentation and SOP repositories

• Immediate start strongly preferred.

• 40 hours/week preferred, though strong part-time candidates with meaningful availability may be considered.

• Must be available for regular collaboration during U.S. business hours.

• Contract duration: initial 3 months, with potential to extend based on business need and performance.