Job Description

Position: Customer Experience Specialist

Location: New York, NY (hybrid: 3 days/week in Manhattan – NY area only)

Reports to: CEO

Sitch is a new kind of matchmaking platform, built around the idea that online dating doesn't have to suck and that AI, used thoughtfully, can actually make it better. We launched in NYC in 2024 and are backed by a16z Speedrun, M13, and angels such as Jeremy Liew. We're expanding to LA and San Francisco and building a small, high-performance team to help us scale.

You’ll own the end-to-end customer experience for Sitch users, serving as the primary liaison through Zendesk and inbound texts. You’ll troubleshoot issues, capture and prioritize product feedback, and perform backend user administration. Your insight will drive continuous improvement across support processes, product features, and member satisfaction metrics. You’ll also help us with occasional high-impact human matchmaking for special cases and VIP candidates.

• Support Operations Triage, respond to, and resolve inbound support requests via Zendesk and SMS.
• Monitor ticket queues, escalate urgent issues, and ensure no request goes unanswered.
• User Administration Manage user accounts in the admin portal: creating, suspending, and troubleshooting as needed.
• Audit user data, correct inconsistencies, and generally make sure the system is healthy.
• Feedback & Improvement Collect, categorize, and prioritize customer improvement requests.
• Collaborate with Product and Engineering to translate feedback into actionable tickets and track resolution status.
• Review bot statistics to ensure that conversations are being resolved successfully.
• Reporting & Insights Generate weekly support metrics (CSAT, resolution time, ticket volume) and present findings to leadership.
• Identify recurring pain points and recommend process or product improvements.
• Documentation & Training Maintain and evolve internal support playbooks and FAQs.
• Train new team members on support tools, best practices, and tone guidelines.
• Cross-Functional Collaboration Partner with our Growth team on community communications and in-app announcements.

• 2+ years in customer support or success, preferably in a high-growth tech or consumer app environment.
• Proficient with Zendesk or other support platform and SMS support workflows.
• Comfortable performing light backend admin tasks in custom dashboards or CMS.
• Strong written and verbal communication skills; can adapt voice for empathy and brand tone.
• Data-driven problem solver: experience tracking KPIs and building basic reports in Google Sheets or Mode Analytics.
• Highly organized, able to juggle multiple priorities in a fast-paced startup.

• Competitive compensation and equity so that as an early hire, you'll have a front-row seat to the upside
• Full health coverage - We offer medical, dental, and vision insurance, plus an FSA
• Flexible, founder-backed PTO - We have an unlimited PTO policy, and we actually encourage people to use it
• NYC-based with flexibility - We do 4 days in the office per week (we're currently scoping space in Manhattan), but we keep things flexible and trust people to manage their own time with 4 weeks of work remotely
• Build the company with us - You'll help define not just our product design approach, but also our culture, rituals, and how we scale

• Be an early team member of an 8 person startup shaping how people connect.
• High degree of ownership and direct visibility to leadership.
• Flexible hybrid policy tailored for NYC residents.

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