Customer Service Specialist

At Zeta Labs, founded by two former Meta engineers, we’re building Jace.ai – an AI-native email assistant that lives inside your inbox. Designed to feel like an executive assistant, not just another tool, Jace gives people back hours of focus every week. We’ve raised over $10M in pre-seed funding from leading investors, including the former Head of AI at Apple, and we’re just getting started.

As our Customer Service Specialist, you’ll be the first point of contact for our users – answering questions, fixing problems, and making sure every interaction feels personal and helpful. You’ll play a key role in making sure support is a reason people stay, not just something they tolerate.

You’ll also help lay the foundations for our Customer Support function – shaping how we grow the team, structure workflows, and scale the experience as we expand.

Most of your work will happen directly on the Jace platform, so you’ll be deeply involved in the product itself – not just supporting users, but actively improving the tool we’re building.

This is a full-time, on-site position based in our main office in Warsaw, Poland – where our core team is building, testing, and improving Jace every day.

Your responsibilities:

• Respond to user questions over email and chat - clearly, quickly, and like a human, not a bot

• Work directly within the Jace platform to support users and gather insights

• Share what you’re hearing from users with the product and engineering teams

• Troubleshoot bugs and product issues, and follow through until they’re fixed

• Collect and organize user feedback to help guide product decisions

• Keep internal docs and customer FAQs fresh and accurate

• Onboard new team members joining support - get them up to speed and set them up for success

• Continuously look for ways to improve both our product and support experience as we scale

• Live calls with users when needed

• Help shape support processes and tools as we build out the Customer Support team

What we’re looking for:

• Excellent written English - you write like you talk: clear, friendly, and to the point

• Detail-oriented with a strong sense of ownership

• Strong communication skills

• Quick to learn new tools and explain them to others

• 1+ years in a support, ops, or customer-facing role (SaaS or tech is a plus)

• Bonus: you’re curious about AI and how people interact with smart tools

Why join us?

🌱 Meaningful work - Your contributions will directly influence how users experience and interact with Jace AI

🚀 High-impact role - As part of the early team, you’ll help shape our processes, not just follow them

🌍 Thriving industry - Join a fast-growing AI space that’s redefining how people communicate and get work done

📈 Career growth opportunities - We actively support internal mobility and development beyond support roles

🏢 Modern workspace - Work from our Warsaw office with a panoramic view of the city skyline

🤝 Team-building from the ground up - Be part of building our Customer Support team from day one and help define what great support looks like at Jace

🧠 Product-focused support - You’ll work inside the Jace platform every day, helping shape the experience for thousands of users