🏡 Abode & 10KC

Abode is the AI-powered platform for early-career teams — bringing the entire early-career journey, from first campus touchpoint to full-time conversion, into one place. We help talent acquisition and university recruiting teams recruit, engage, and retain early-career talent without the operational chaos of disconnected tools and manual processes.

We're at an exciting inflection point: Abode and Ten Thousand Coffees (10KC) are coming together under one roof, combining Abode's early-career program management platform with 10KC's industry-leading mentorship and connection tools. This role sits at the heart of that integration — supporting partners across both products as we build the future of early-career talent together.

🤩 The Opportunity

As a Support Associate, you'll be the first line of support for Abode and 10KC partners — the friendly, knowledgeable voice that helps them get the most out of our platform. This role spans both products during an exciting migration period, so you'll need to get fluent in both quickly and help partners navigate the transition with confidence.

You'll work closely with our Product, Engineering, and Customer Success teams, bringing partner feedback and bug reports into the conversation and advocating for the people using our tools every day. This is a great opportunity for someone early in their career who wants to grow into a strategic support function at a fast-moving company.

• Support: deliver high-quality support through Intercom, providing clear, timely, and empathetic responses to partners and their candidates across the Abode and 10KC platforms
• Investigate, replicate, and triage bugs accurately, keeping partners informed on status and resolution timelines
• Develop and document support processes, SLAs, escalation paths, and reporting
• Leverage AI tools and automation (suggested replies, auto-routing, macros) to improve efficiency and consistency
• Track and report on support KPIs including CSAT, ticket volume, and time to resolution
• Partner Enablement: build and maintain a comprehensive, up-to-date partner-facing help center with articles and video walkthroughs
• Regularly review support trends to identify opportunities for self-service and documentation improvements
• Partner with CSMs to create onboarding guides, product walkthroughs, and training materials
• Ensure all content reflects current product functionality across both Abode and 10KC during the migration period
• Partner Feedback & Product Partnership: collect and synthesize partner feedback, trends, and pain points across support interactions
• Maintain a feedback pipeline in partnership with CSMs to communicate and track feature requests
• Collaborate with Product and Engineering to escalate bugs and influence prioritization
• Participate in bug triage and release communication loops to ensure partners are always kept in the loop

👩 💻 Your Experience

The ideal candidate is a partner-first operator who thrives at the intersection of service, systems, and scale. We are looking for a candidate who has the following:

• 2–4 years of experience in a customer-facing role, ideally within a SaaS platform
• Genuine empathy for partners and teammates, especially in a fast-moving migration environment
• Strong communicator, both written and verbal, with a focus on clarity and tone
• Process- and systems-oriented, with a passion for continuous improvement
• Comfort evaluating and implementing new tools (support platforms, AI tools, documentation systems)
• Ability to work cross-functionally with Customer Success, Product, and Engineering
• Familiarity with tools like Google Suite, Intercom, Notion, Loom, or similar platforms

Customer-Centric Problem Solver: You lead with empathy and dig for root causes. You advocate for the partner experience in every internal conversation and deliver solutions that balance immediate needs with long-term value.

Operational Excellence: You build repeatable, scalable processes that increase efficiency and consistency across support and onboarding. You document workflows clearly and identify opportunities to automate and streamline wherever possible.

Cross-Functional Collaboration: You effectively partner with Customer Success, Product, and Engineering to share partner insights, prioritize feedback, and close the loop on bugs and feature requests. You translate partner needs into actionable recommendations and communicate clearly across technical and non-technical teams.

Content Creation & Enablement: You turn complex product features into clear, accessible resources — help articles, video walkthroughs, onboarding guides, and training sessions. You're comfortable using tools like Notion, Loom, or Intercom to build and maintain scalable content.

Flexibility: You get excited about change. We're growing fast and evolving two products into one, so things move quickly — and that energizes you.

Builder: You want the opportunity to build something from the ground up and leave your mark on our organization.

🏆 Our Values

• We deeply understand our partners. We don't just serve them — we strive to truly know them. Their business needs, aspirations, and challenges drive everything we do, from how we design our products to how we show up in every interaction. We actively listen, seek feedback, and continuously learn about their evolving expectations.
• We work together as ONE Team. We break down silos, embrace diverse perspectives, and leverage the strengths of every individual to achieve collective greatness. We believe that by working together, supporting each other, and fostering a culture of open communication and trust, we can accomplish extraordinary things.
• We have an ownership mindset. We are a company of doers who embrace change and drive results. We act with intent, stay accountable, and focus on making progress — not waiting for perfection. We take ownership of our work, our decisions, and our impact on the company's goals.
• We go above and beyond for our people. Our people are our greatest asset. We foster a culture of genuine care, collaboration, and mutual support where everyone feels valued, respected, and empowered to thrive. We celebrate individual achievements and prioritize open communication, active listening, and empathy in all our interactions.
• We find joy in our work. We believe work should be more than just a means to an end. We celebrate the unique talents and contributions of each individual, foster a sense of belonging and camaraderie, and encourage laughter, creativity, and a sense of adventure in everything we do.

🏆 Benefits

• Unlimited PTO
• 12 weeks of fully paid family leave in the U.S.
• MacBook
• Health, Dental, and Vision Insurance
• 401(k)

Our success hinges on hiring great people and creating an environment where we can be happy, feel challenged, and do our best work. We're being deliberate about building that environment from the ground up.