Support Specialist

Support Specialist

Location: Evanston, IL; in person 3 days/week (Tues-Thurs); remote Mon + Fri

About Warmer

At Warmer, we believe human connection matters. With social isolation on the rise—roughly 50% of Americans report inadequate meaningful interaction—our mission is to bring authentic connection back to life. What started as a space for advice has evolved into something bigger: a human-connection hub and community built for real conversation, support and belonging.

As we’re continuing to evolve, we’re introducing new ways for people to connect—through groups, rituals, and peer-to-peer matching—and we’re looking for someone who can help us define, position, and communicate these experiences to the world.

Join us and help build the first platform that’s truly social without the side effects. We think of ourselves as the warmer side of the internet.

About the Role

We’re looking for a Support Specialist who will ensure our customers and everyday experts have seamless, positive experiences across the Warmer platform. You’ll be the first point of contact for questions or challenges—helping people feel confident and cared for as they navigate our community. You’ll also guide new experts through onboarding, reviewing applications, answering questions, and making sure each expert feels set up for success from day one.

Reporting directly to the Operations Manager, you’ll bring calm, clarity, and care to every interaction. You’ll troubleshoot issues, share insights, and help strengthen our support experience—ensuring every exchange reflects Warmer’s mission of authentic human connection.

This role is ideal for someone who thrives in a dynamic environment, enjoys solving problems, and finds energy in helping people. As Warmer grows, you’ll have opportunities to take on new challenges and shape how we support our expanding community.

What You’ll Do

• Collaborate with the support team to provide empathetic, timely, and accurate assistance through email, chat, and other channels
• Troubleshoot platform issues and escalate when needed to ensure smooth resolution
• Review new expert applications and guide candidates through each stage of onboarding
• Support updates to Zendesk macros and suggest ways to make support processes more efficient
• Contribute to improving support documentation and SOPs to keep things clear and consistent
• Identify trends in support requests and share insights that inform improvements across teams
• Take on ad hoc projects that contribute to Warmer’s ongoing growth and operational excellence

Who You Are

• 2–3 years of experience in customer support, operations, or a related role—ideally within a tech or startup environment
• Technically confident and comfortable troubleshooting platform-related issues
• Empathetic communicator who brings warmth and clarity to every interaction
• Detail-oriented, organized, and able to manage multiple priorities with ease
• A proactive problem-solver with a sense of urgency who enjoys improving processes and finding better ways to do things
• Collaborative, adaptable, and excited to work with a small but mighty team
• Passionate about Warmer’s mission and motivated by helping people find connection and belonging
• Experience working with CRM platforms. Zendesk preferred 

Success Looks Like

• Members and experts feel supported, valued, and heard
• Issues are resolved quickly and clearly
• Feedback loops between support and cross-functional teams are active and impactful
• Support processes become more efficient and scalable as Warmer grows