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As a Technical Support Specialist, you'll provide empathetic support to customers through problem-solving and troubleshooting, ensuring their experience with Robin's platform is smooth and efficient.
About Robin:
Robin is reimagining workplace operations as a strategic function, and AI is at the core of how we get there. We help workplace teams bring order to the chaos by automating logistics, simplifying operations, and giving employees a seamless way to connect with the office. Today, our workplace operations platform is used by thousands of offices around the world.
At Robin, we believe the best connections and ideas come from being in the room together, so we work in person a few days a week. But we also build flexibility into every part of our product, and our culture, so people can do great work without burning out.
Robin is hiring an entry-level Technical Support Specialist to support customers through thoughtful problem-solving, hands-on troubleshooting, and clear guidance on using Robin effectively. You’ll join a hybrid Boston-based team that works in person several days a week to collaborate quickly, learn together, and ship meaningful work.
Why this role exists:
As Robin continues to grow, more teams rely on us to keep their workplaces running smoothly. This role exists to ensure customers get thoughtful, accurate, and empathetic support when they need it - while helping Robin learn from every question, issue, and edge case. As a Technical Support Specialist, you’ll be on the front lines of the customer experience, translating real-world challenges into clear solutions and valuable feedback for our Product and Engineering teams.
What you'll do:
- Support customers via chat, email, and phone by asking the right questions, diagnosing issues, and guiding them step-by-step to effective solutions with empathy and urgency.
- Troubleshoot in real time through screenshare sessions when hands-on support is needed.
- Escalate bugs and complex issues to Engineering, and partner with Product to clarify expected behavior.
- Document issues and resolutions clearly to support internal knowledge-sharing and customer self-service.
- Contribute to improving internal processes and support documentation as you learn the product.
- Collaborate with teammates to maintain queue health and deliver a great customer experience.
- Participate in team huddles, share learnings, and suggest workflow or process improvements.
You’ll thrive here if:
- You enjoy helping people and feel energized by solving problems through conversation and collaboration.
- You’re curious about how products work and like digging in to understand the “why,” not just the fix.
- You’re comfortable learning new products and using documentation to find answers.
- You communicate clearly, empathetically, and confidently—whether over chat, email, phone, or screenshare.
- You work well on a team, share knowledge freely, and care about delivering a great customer experience together.
- You’re motivated to build a strong foundation in technical support and grow from there.
Core competencies for success:
- Learning Velocity: You learn fast and apply new ideas quickly.
- AI Proficiency: You bridge problem-solving and creativity, using AI to deliver solutions with real-world impact.
- Collaboration: You share knowledge, unblock teammates, and build together.
Benefits that have your back (and your future):
- Medical & Dental Insurance through Blue Cross Blue Shield covered at 80% for you and your dependents, with two plan options including a High Deductible Plan with a company-funded HSA
- Vision Insurance – EyeMed coverage to keep your future in focus
- Company-paid protection – Short & Long Term Disability, Life, and AD&D insurance
- Paid Parental Leave – 100% covered so you can focus on your growing family
- Incentive Stock Options – Own a piece of what you’re building
- 401(k) with company match – Up to 3% match to help grow your nest egg
- Flexible vacation policy – Take the time you need (and yes, we actually do!)
- 12 company holidays – Plus your flexible time off for the perfect work-life balance
Perks that enable your continued success:
- Professional Development & AI Tools Stipend
- Referral Bonus Program
- Recognition perks
- In-Office Commuter Stipend
We Celebrate Diversity
Robin is committed to creating a workplace that reflects the world around us. We believe that the key to good work is empowering our people and we know that diversity and inclusion are a large part of this equation. Our realities shape our everyday experiences and it’s our responsibility to our employees, our customers and our communities to address the issues with workplace representation. Robin does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Top Skills
Ai Tools
Robin Boston, Massachusetts, USA Office
Our company is in the financial district, with plenty of bars and restaurants. Plus, the office is easy to get to with various train and bus stops being close by.
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