Job Description

Customer Service Associate

ConstraintFlow is looking for a Customer Service Associate to join our Fort Lee, New Jersey team and be the front line for the customers who run their operations on our platform.

This is a customer-facing role in a product company. You will handle inbound requests, track issues to resolution, coordinate with implementation and engineering teams, and make sure customers always know where things stand.

Our customers are operations, planning and IT teams at enterprises where a delayed answer has real consequences. Clear communication, ownership and follow-through matter more here than scripts.

What You'll Do

• Serve as the first point of contact for customer questions and requests by email, phone and our support channels.
• Log, categorize and prioritize issues accurately, and keep records complete.
• Resolve product, access and how-to questions directly; route technical issues to the right team with clear context.
• Follow every open request through to resolution and confirm the outcome with the customer.
• Keep customers informed proactively—status, expected timing and next steps—especially when something is delayed.
• Coordinate with implementation, product and engineering teams on customer-impacting issues.
• Help maintain help-center articles, FAQs and internal runbooks as the product evolves.
• Surface recurring questions and friction points to the product team.
• Support onboarding of new customer users, including access setup and orientation sessions.

You are not expected to debug integrations or write code. You are expected to understand the product well enough to answer real questions, know when to escalate and never let a customer wonder what is happening.

Who We're Looking For

• 1–3 years in customer service, customer support or a client-facing operations role.
• Clear, professional written and spoken communication.
• Calm, organized and reliable under a steady flow of requests.
• Comfortable learning business software and explaining it to others.
• Strong follow-through: nothing gets dropped, and people hear back when you said they would.
• Curiosity about how customers actually use the product and where it falls short.
• Comfortable working on-site with the team in Fort Lee, New Jersey.

Helpful, Not Required

• B2B software support
• Ticketing tools (Zendesk, Freshdesk, Jira Service Management)
• Manufacturing or supply chain exposure
• CRM experience
• Multilingual

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