Support Care Specialist

🌍 About Beside’s mission

Every day, we engage in countless conversations: scheduling meetings, making decisions, sharing ideas. Yet, the tools we rely on fail us. Key moments disappear into the void and become fragmented across platforms.

Now, for the first time, AI can change that. Generative AI isn’t just another technological leap. It is a fundamental shift in how we interact with the world. But we’ve only scratched the surface. The missing piece isn’t just smarter models. It is the right interface, the right capture mechanisms, and the right actions. AI shouldn’t wait for instructions. It should just work.

That’s why we’re not building another chatbot. We’re creating a seamless layer that passively structures and acts on conversations across mobile, desktop, and live interactions. We started with the smartest phone number on mobile. Now, we’ve merged into the OS on desktop, ensuring that every conversation that matters is captured, structured, and transformed into value.

AI should free us from the busywork, from note-taking, from the mental overhead that keeps us from being present. It’s not about replacing human effort, but redirecting it toward what truly matters. Toward creativity, connection, and the work only we can do.

At Beside, we’re not just making AI useful. We’re making it invisible so that you can focus on the things that make you, you.

🧠 How we think & work

At Beside, we don’t just build products - we redefine how humans interact with each other. We believe in extreme ownership, radical transparency, where every team member is empowered to think, build, and lead. We operate with a written-first, and public-first culture, ensuring that decisions are made with clarity, speed, and impact.

This isn’t a rulebook - it’s a manifesto for how we work, collaborate, and win. If you’re here, it means you’re ready to think like an owner, embrace ambiguity, and help shape the human-machine interactions.

Distributed ownership

We don’t believe in hierarchy - we believe in ownership. Strategic thinking, asking for help, and over-communicating drive our collective success.

Why we operate this way

01 Decisions. People closest to the problem are the owners.

02 Growth. Big ownership fuels responsibility, engagement, and impact.

03 Care. Owners care. From midnight bug fixes to spotting flaws for launch.

What this means day-to-day

01 Scope. Everyone defines and evolves their mandate as the company grows.

02 Coaching. No managers or direct reports. Mentorship replaces hierarchy.

03 Product. Engineers own the full lifecycle: Scope → Build → Ship → Measure.

Public-first culture

Radical transparency isn’t optional - it’s the operating system. When everything is accessible, we move faster, trust deeper, and execute harder.

Why we operate this way

01 Context. Shared data means sharper decisions, faster.

02 Focus. Transparency removes politics and second-guessing.

03 Fairness. Everyone sees the same raises, reviews, and decisions.

What this means day-to-day

01 Open. No DMs; discussions and decisions happen in public channels.

02 Visibility. From co-founders to newest hire: fundraising, board decks, metrics, compensation, reviews.

03 Learning. Documentation and open reflection turn mistakes into fuel.

Written-first philosophy

We default to writing, not meetings. In a global, remote team, writing keeps us aligned, accountable, and moving fast.

Why we operate this way

01 Clarity. Writing forces precision and strategic thinking.

02 Scale. Written decisions compound and serve everyone, present or not.

03 Efficiency. Documentation prevents repetition and speeds onboarding.

What this means day-to-day

01 Decisions. 95% made in writing, 100% documented. If it a decision wasn’t written, it didn’t happen.

02 Tools. The right medium for the right task. Syncs only when faster than writing.

03 Async. Global collaboration flows across time zones.

🎧 The Role

As a Support Care Specialist, you are the human heartbeat of Beside.

Your mission is to turn every user interaction - chat, email, phone - into a clear, empathetic, and reliable experience.

You’ll become a product expert across all platforms (iOS, Android, macOS, web, etc), capable of navigating complex behaviours (AI Receptionist, call routing, porting, carriers, CRM integrations…) while collaborating with engineering to identify patterns, bugs, and insights.

Your primary responsibility is handling escalations fast, well, and with clarity. You’ll also take ownership of documentation, investigations, and improvements that make Support - and Beside - better every day.

🔥 What you’ll do

Help our users

• Respond to users via chat, email and calls with clarity, empathy, and expertise

• Investigate complex issues across mobile, desktop, and telecom layers

• Reproduce edge cases, gather logs, identify patterns, and clarify product behaviours

• Guide users through key workflows: call setup, porting, AI Receptionist, inbox activation

• Deliver fast, reliable resolutions that help users operate their business smoothly

Improve Beside every day

• Maintain and update help articles, macros, workflows, and internal documentation

• Improve FinAI’s knowledge base by writing clean, structured, contextual information

• Identify recurring patterns or issues and share insights with Engineering & Product

• Escalate intelligently, with structured repro steps, logs, context, and impact

• Build high-quality feedback loops between Support → Product → Engineering

Contribute to the team

• Collaborate in a public, written-first environment

• Share discoveries with transparency and precision

• Take ownership of your scope and continuously improve our processes

🌱 Example of areas you might work on

• Improving FinAI’s ability to resolve top categories autonomously

• Leading improvements on documentation after a product release

• Supporting product launches across platforms from a support standpoint

• Contributing to incident response and investigation alongside Engineering

Every member of Support is both an operator and a builder.

⭐What makes you a great fit

You care, deeply.

You love helping people and solving real problems.

You’re an exceptional communicator.

You write clearly, empathetically, and professionally in English.

You’re a fast learner.

You can absorb new products, features, and technical behaviours quickly.

You’re business & product-oriented.

You think beyond support tickets, you see patterns, insights, and root causes. You can investigate issues, reproduce behaviours, and communicate findings precisely.

You thrive in ambiguity.

You operate well in a fast-moving, early-stage environment with evolving processes.

You take ownership.

No task is too small, and you do what’s needed to make the user successful.

Requirements

• ❗Valid work authorization in the country where you live and work

• ❗Willingness to work 11AM–7PM ET, Tuesday–Saturday

• Native-level English (written and spoken), exceptional clarity, tone, and structure

• Experience in a customer-facing role (chat, email, phone a plus)

• Comfort investigating technical behaviours (logs, repro steps, carrier/network issues)

• Experience collaborating closely with Product and Engineering teams

• Strong writing skills for bugs, documentation, guidelines, and insights

Bonus points

• Experience in operations, telecom, consumer apps, or startup environments

• Familiarity with iOS/Android/macOS products or multi-platform ecosystems

• Written French and/or Spanish

🌍 Location, availabilities & Contract

This role is remote but requires being based in a US time zone to ensure full overlap with our peak support hours.

• The schedule for this role is 11AM–7PM ET, Tuesday–Saturday.

• You must have valid work authorization in the country where you live and work.

We are open to both full-time employees (preferred) and freelancers with the right structure and consistent availability.

🚀 Hiring Process

We’ve designed our process to show you who we are - and to discover how your talent could shape what we build next.

01 Mission & value deep dive Deep dive into our mission, vision, and ways of working. Think of this as us pitching to you, like you were an investor. Ask all the questions you want - we want you to leave with full clarity. If we move forward, you’ll also get access to try our products.

02 Technical interview Showcase your technical expertise and walk us through your background. This is a collaborative session - bring your questions about our product and tech approach.

03 Case study & live review Work through a case study, then review it live with us. We’ll focus on your decision-making process, tradeoffs, and prioritization skills. Be prepared to explain your reasoning in depth.

04 Behavioral interview A conversation about how you collaborate, handle challenges, and approach growth. This is where we explore culture fit and how we can help you thrive.

💙 Join us

If you want to help redefine how humans communicate - and you care deeply about supporting people with clarity and empathy - we’d love to talk.

Even if you don’t meet every requirement, we encourage you to apply.

Great people grow fast at Beside.