Customer Support & Technical Experience Manager Job
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Employer: Zerno LLC
SpiderID: 14070136
Location: Hillside, Illinois
Posted: 9/23/2025
Wage: 40,000 - 65,000
Priority Review Date: 12/22/2025
Job Code / NOC / SOC:
Category: Customer Service/Technical Support
Job Description:
Remote (occasional team meetings in Hillside, IL)
What you’ll do:
Lead email-based support, troubleshoot grinder issues, and de-escalate complex situations
Improve systems through metrics, documentation, and automation
Partner with product and operations to represent the customer voice
Balance empathy, sound judgment, and efficiency in decision-making
About you:
2–4 years in customer or technical support
Tech-savvy, quick to learn tools (Zendesk, Shopify, Notion, AI platforms)
Detail-oriented, proactive, and thrive in a fast-paced startup environment
Bonus: experience with mechanical products or support docs
Why Zerno:
Join a small, passionate team shaping specialty coffee
Competitive pay growth opportunities
Autonomy, creativity, and a chance to build something from the ground up
What you’ll do:
Lead email-based support, troubleshoot grinder issues, and de-escalate complex situations
Improve systems through metrics, documentation, and automation
Partner with product and operations to represent the customer voice
Balance empathy, sound judgment, and efficiency in decision-making
About you:
2–4 years in customer or technical support
Tech-savvy, quick to learn tools (Zendesk, Shopify, Notion, AI platforms)
Detail-oriented, proactive, and thrive in a fast-paced startup environment
Bonus: experience with mechanical products or support docs
Why Zerno:
Join a small, passionate team shaping specialty coffee
Competitive pay growth opportunities
Autonomy, creativity, and a chance to build something from the ground up
Job Requirements:
Time management, Systems & applications support, Frontline customer support management, Experience in startups, Decision making, Customer communication, Adaptability
Job Criteria:
Start Date: October 1, 2025
Position Type: Full-Time Permanent
Experience: 2
Education: High School
Travel: None
Vacation: 2 weeks / year
Job Benefits:
Paid Holidays, Vacations, and Sick Leave, Flex Time, Casual Dress
Company Profile:
Zerno is an award-winning, Chicago-based startup redefining the specialty coffee industry. Our flagship Z1 grinder won Best New Product at the 2024 Specialty Coffee Association Expo and has quickly become a favorite among specialty coffee enthusiasts. We’re growing fast — powered by a passionate community, a commitment to quality, and a small,
driven team that loves building from the ground up.
Contact Information:
| Contact Name: Amy Ulloa | Type: Employer |
| Company: Zerno LLC | |
| Web Site: https://zerno.co/ | |