Job Description

About Otuvy

Otuvy is a quality management platform built for Commercial Cleaning Companies and Building Service Contractors. We help our customers deliver accountability, proof, and results through our software and our expertise. We run lean and move fast, with an AI-first approach that treats AI as a working partner across everything we do.

About the Role

This is a customer-facing role that starts in support and grows into owning customer relationships. From day one, you'll be the frontline for our customers: handling and triaging support tickets, running trainings, supporting onboarding, and mastering how our customers succeed with Otuvy. As you build product expertise and earn our client’s trust, you'll grow into owning your own book of accounts as the customer's key point of contact.

You'll also play a hands-on role in the future of our support function. We're building toward an autonomous AI support agent, and you'll help design, build, and manage it, using what you learn on the frontline to shape how it handles and triages customer issues.

This is a rare seat. You'll report directly to our COO and sit inside a small, sharp revenue operations team where every person moves the needle. On a team this size, your ideas, your use of AI, and your day-to-day effort tie directly to the revenue success of the company. Brandon, our Head of Client Services and Solutions, will be your mentor and technical guide as you become an expert in the product. You'll also be mentored directly by Sam, our COO, who brings over ten years in sales and customer success and nearly a decade working with executives across the cleaning industry, the very people Otuvy serves, to help you master the art of managing customer relationships.

What You'll Do From Day One

• Handle and triage incoming support tickets, responding to inquiries, troubleshooting technical issues, and resolving concerns quickly and professionally
• Escalate complex technical issues to leadership and the product team as greater technical challenges arise
• Run one-on-one and small-group customer trainings from a technical standpoint
• Support the customer onboarding process, helping new clients integrate Otuvy into their operations smoothly
• Learn the Otuvy software suite deeply enough to support, train, and advise customers
• Relay customer feedback to the sales, product, and development teams to drive continuous improvement of our software
• Use AI daily to draft responses, summarize ticket patterns, and work faster

What You'll Grow Into

• Serving as the main point of contact for a portfolio of Otuvy customers, owning their ongoing satisfaction and engagement
• Managing your own book of accounts and acting as a trusted advisor who helps customers solve specific operational challenges
• Helping build, refine, and manage the creation of our autonomous AI support agent, shaping how it handles and triages customer issues
• Proactively reaching out to customers to assess needs, share product updates, and ensure they're using the platform to its full potential
• Using support tickets and product usage data to flag customer risk and opportunity, sharing those signals with the team, and taking action to prevent churn and improve retention
• Creating customer-facing resources such as guides, FAQs, and video tutorials, and helping maintain the knowledge base that houses them, all in support of customer success
• Potential to join the team in attending an annual industry tradeshow

What We're Looking For

• Experience in customer support, account management, or a related role within SaaS or tech-enabled services
• Strong communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences
• A proactive mindset. You notice when a customer is heading toward a problem before they raise it, and you act on it
• Genuine comfort using AI as a working partner to move fast and handle volume
• Ability to manage multiple priorities while maintaining attention to detail and quality of service
• Excellent organizational skills with the ability to prioritize effectively
• Comfortable in a fast-paced, collaborative environment
• Familiarity with task management or operational software platforms is a plus
• Ambition to grow into customer success and account ownership
• The application code word is: Compass
• Remote first with Hybrid motion for occasional meetings in our Provo office

Why This Role

• Build something, don't just run it. You'll help create our autonomous AI support agent from the ground up, gaining rare and resume-differentiating experience
• Learn from operators. You'll be mentored directly by our COO and Head of Client Services and Solutions as you grow into a customer success professional
• Direct impact. On a lean team, your work is visible and it ties directly to the revenue success of the company

Benefits

• Remote
• 34 PTO days/year (prorated amount at start date)
• 7 paid holidays/year
• Maternity and paternity leave available
• Medical, dental and vision
• 401(k) with employer match

Location: Remote + Utah in-office meetings periodically

Type: Full-Time

Salary: $50,000

Reports to: Chief Operating Officer

Job Tags

Similar Jobs