Classet is an AI-powered recruiting platform that automates the most time-intensive parts of hiring. Our AI voice agent, Joy, conducts candidate screening interviews 24/7 via text, email, and live phone calls. We integrate with major ATS platforms and serve customers ranging from high-growth staffing agencies to Fortune 500 enterprises. We are building the future infrastructure for how people find work.

The Role

We are looking for a Customer Support & Implementation Manager to own the customer experience at Classet. This is not a sit-back-and-wait-for-tickets role. You are the primary point of contact for every customer interaction, the quality layer for our AI interview product, and the operational engine that keeps accounts healthy and customers confident.

The best way to describe this role: you are the person who makes sure our customers feel taken care of, our product sounds great on every call, and nothing falls through the cracks. You respond fast, communicate clearly, and solve problems with minimal hand-holding. When things are quiet, you go looking for ways to make the product and customer experience better.

This role is built for someone who gets energy from helping people, takes pride in fast and thoughtful communication, and treats every customer interaction as a reflection of the company.

What You Will Do

Be the Voice of Classet to Our Customers You are the first person customers hear from when they have a question, a problem, or an idea. You own inbound support across our ticketing system, maintaining a 30-minute first-response standard during working hours. Your communication is clear, warm, professional, and always solution-oriented. You do not send robotic responses. You write like a person who genuinely cares about the outcome.

Solve Problems End-to-End You do not just acknowledge issues. You diagnose them, research context, loop in the right people when needed, and follow through until the customer has a resolution. For straightforward questions, you respond directly. For complex or high-stakes issues, you document the problem, draft a thoughtful response, and escalate with full context so nothing gets lost in translation.

Manage Active Campaigns and Account Operations You monitor and adjust job marketing campaigns daily, flag performance issues, set up new accounts, manage user access, and handle the operational details that keep customer accounts running smoothly. You have a sharp eye for things that look off, like a campaign overspending, a job posting misconfigured, or an account that has gone quiet.

QA Our AI Product in the Real World You regularly listen to live AI interview calls to make sure Joy sounds natural, the questions make sense, and the experience reflects well on Classet and our customers. You catch mispronunciations, awkward phrasing, logic errors in disqualification criteria, and summary formatting issues before customers ever notice. You tune scripts and call summaries so hiring managers get exactly what they need to make decisions.

Proactively Monitor Customer Health You do not wait for a customer to tell you something is broken. You review dashboards for red flags (customers not logging in, candidates going unactioned, jobs paused without reason), investigate, and either fix the issue yourself or escalate it with a clear recommendation. You are always looking around corners.

Document Everything That Matters You maintain a daily log of what you handled, what you found proactively, and what patterns you are seeing. You keep a running list of knowledge base gaps. You track recurring issues so the team can address root causes, not just symptoms.

Who You Are

You are a natural communicator. You write well, you respond quickly, and you instinctively frame things from the customer's perspective. You are the kind of person who re-reads an email before sending it to make sure it actually answers the question.

You are self-directed. You do not need to be told what to do next. When the queue is empty, you are listening to calls, reviewing accounts, or improving documentation. The standard you hold yourself to is not "I responded to everything that came in." It is "I found things to improve and made them better."

You are organized and reliable. Customers and teammates can count on you to follow through. You do not let things slip, and you communicate proactively when something needs more time.

You are comfortable working across tools and systems. On any given day you might be in our ticketing platform, an ATS dashboard, a campaign management tool, a BI reporting layer, and Slack, often at the same time. Context-switching does not rattle you.

You take ownership. When something is wrong, you do not pass it along and hope someone else handles it. You take responsibility for the outcome, even when the fix is outside your direct control.

What We Are Looking For

2+ years in customer support, customer success, or implementation at a SaaS or technology company
Excellent written and verbal communication. This is non-negotiable. You will be writing to customers every day, and your words represent Classet.
Experience maintaining SLA-driven response standards in a ticketing system (Pylon, Intercom, Zendesk, or similar)
Strong attention to detail with the ability to catch subtle quality issues in scripts, recordings, and account configurations
High ownership mindset with a bias for action
Comfort working across multiple tools simultaneously (Slack, dashboards, ATS platforms, reporting tools)

Preferred

Experience in recruiting technology, HR tech, or staffing operations
Familiarity with ATS platforms (Workday, UKG, Greenhouse, Bullhorn, iCIMS)
Experience managing job advertising campaigns or marketing budgets
Comfort with data and reporting tools (Metabase, Looker, or basic SQL)
Prior experience supporting AI or voice technology products

Why Classet

You will have direct, measurable impact on customer outcomes every single day. You are joining a small, fast-moving team where your work is visible, ownership is real, and there is no place to hide. You will work with cutting-edge AI voice technology that is reshaping how companies hire. And you will be on the front line of a mission that matters: helping people find work faster.

Apply now

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