Customer Support Specialist

Job Description

About Eyebot

Eyebot is an outcome-focused technology company on a mission to make vision care accessible to everyone, equally. Headquartered in Boston’s North End and backed by top investors and the National Science Foundation, our 90-second vision test kiosk is reshaping how vision care is delivered.

If you’re passionate about solving big problems and building the future of vision care, we’d love to hear from you.

About The Role

We’re hiring a Customer Support Specialist to be a trusted, thoughtful resource for Eyebot users, our retail partners, and our clinical team. This role is best suited for someone with meaningful, hands-on customer support experience who knows how to navigate different audiences with empathy, clarity, maturity, and good judgment.

You’ll often balance the needs of end customers, retail teams, and clinical staff. Your ability to communicate thoughtfully, remain calm and steady under pressure, and keep the customer experience at the center of decisions will be key to success.

Note: This is a hybrid role with a fixed weekly schedule:

• Wednesday–Friday: 11:00–7:00 PM ET

• Saturday: 9:00 AM–7:00 PM ET

• Sunday: 12:00–5:00 PM ET (may expand based on business needs)

Our on-site office is located in Boston’s North End.

What You’ll Do:

• Support Eyebot users, retail partners, and clinical staff with questions related to kiosk use, workflows, results, and overall customer experience, providing clear guidance, empathy, and reliable support so interactions run smoothly

• Spend the majority of your time in Zendesk (email, phone, chat), managing tickets with accuracy, logging details, categorizing correctly, prioritizing thoughtfully, and following through to resolution

• Know when to collaborate and when to own, escalating issues to the appropriate teams when needed while ensuring communication remains cohesive and customer-centered

• Identify patterns, recurring questions, and opportunities to improve processes, communication, and resources

• Represent Eyebot’s mission and values in every interaction, bringing warmth, professionalism, empathy, and trust

What We’re Looking For:

• 3–5 years of customer service or customer-facing support experience, ideally in environments where accuracy, sensitivity, and judgment matter (healthcare, consumer tech, or partner support experience translate well)

• Exceptional communication skills – clear, calm, human, and helpful, even when situations are complex

• Strong emotional intelligence; you know how to read situations, adapt your approach, and meet people where they are

• A proactive problem-solver who takes ownership from start to finish and doesn’t let things drop

• Highly organized with excellent attention to detail, especially in documentation and follow-through

• Comfortable working across tools like Zendesk, Slack, and Google Suite

• Empathetic, dependable, positive, and thoughtful when handling sensitive or nuanced situations

• Curious and excited to learn – we’ll teach you anything you need to know about optical and Eyebot, specifically

Who You Are

• Energized by being helpful and making things easier for others

• Comfortable in a fast-paced, growing environment

• Someone who follows through and takes accountability

• Collaborative, low-ego, and easy to work with

• Proud of doing great work that helps real people

What We Offer:

• Starting target salary in the range of $65-75K, along with meaningful equity.

• Full health, dental, and vision insurance.

• Unlimited PTO.

• A culture where every idea is welcome, no matter how out there it sounds – that’s how Eyebot got started.

• Commuter support and wellness benefits.

• A hybrid role with some in-office time in our Boston North End office.

• The chance to help shape a customer experience that improves lives.