Job Description

Hi, I’m Aidan, founder of Maple.
At Maple, we’re building AI agents that work for local businesses: restaurants, salons, repair shops, and everything in between. These agents answer calls, take orders, book appointments, and handle real customer interactions over natural voice.

But our bigger mission goes deeper: we’re building automated ontologies that model how businesses actually operate — their services, workflows, constraints, and language — so our agents can adapt to them instantly. We meet businesses where they are, not where software wants them to be.

We have many customers, strong revenue growth, years of runway, and backing from world-class investors. I’ll share more once we meet.

Why This Role Exists
When a business signs with Maple, two things must happen:

They must get live quickly.

They must feel like we have their back.

This role sits at the intersection of onboarding and support. You will:

Guide new customers through setup

Handle live support when issues arise

Think quickly when edge cases happen

Communicate calmly when a restaurant owner has questions

Escalate to engineering clearly and precisely and implement solutions

We need someone who:

Thinks on their feet

Enjoys talking to business owners

Can gather context fast

Is comfortable with ambiguity

Takes ownership instead of waiting

What You’ll Do
Onboarding
Run onboarding calls with new customers

Translate business operations into structured AI configurations

Identify gaps or unclear workflows and clarify them live

Ensure customers go live quickly and confidently

Support
Handle inbound support calls, texts, and emails

Troubleshoot real-time voice agent issues

Think creatively when things don’t follow the script

Gather complete context before escalating to engineering

Own issues end-to-end

Systems + Feedback
Document cases clearly in Salesforce

Communicate tightly in Slack

Identify recurring friction points

Suggest improvements to tooling, onboarding flow, or documentation

Who You Are
Ownership mentality
You think like an operator. You take initiative, care about outcomes, and feel energized by solving real problems.

Responsiveness
You operate with urgency and reliability. When something needs attention, you step in quickly and keep it moving.

Growth-Minded
You enjoy learning, improving, and quickly implementing feedback.

Job Requirements
Fluency in English (C1/C2), with strong written and verbal communication skills in both languages

2–5+ years in customer support, onboarding, or high-touch SaaS roles

Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment

Strong conversational ability (moderately extroverted, not robotic)

Quick thinker — you don’t default to “let me check on that”

Comfortable handling ambiguous or messy situations

Ability to stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations

Able to gather context when customers provide incomplete information

Strong organizational skills with the ability to prioritize effectively, manage multiple active cases simultaneously, and maintain accuracy under pressure

Bonus if you:
Have worked with SMBs or local businesses

Have experience with Intercom, OpenPhone, Salesforce

Have supported technical products

Thrive in early-stage startup environments

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