Who We Are
Chariot is building an operating system for the moving experience, starting with the leading modern all-in-one software platform for moving company management.
Moving is a universal life event with a massive economy built around helping people and businesses transport their belongings and settle into their new space. It’s also one of life’s most painful, stressful, and expensive experiences. Moving companies (~$30B US industry) quarterback this experience and lack the tools to change it. Instead, they’re drowning in the work required to run a very complicated sales and field service operation.
Chariot addresses this problem with an all-in-one software platform that helps moving companies boost sales conversions, automate admin work, improve customer service, and optimize performance. Over time we will use this platform to revolutionize the moving experience from start to finish for customers and stakeholders across the industry.
Our founding team brings experience from Google, Flatiron Health, Cedar, Bain & Company, Bridgewater, Fivetran, and Teachable. We're backed by venture capital investors, co-founders of successful vertical SaaS companies, and advised by expert moving company operators nationwide.
PLEASE NOTE:
This role is remote or hybrid if located in the NYC metro
This role will also require after-business hours and weekend coverage for our Help Desk, one week per month.
What You'll Do
The Customer Success Associate will play a critical role in scaling Chariot’s hands-on, high-quality customer experience. You’ll work closely with the Head of Customer Success and our Product Support Specialist to support onboarding, manage support workflows, improve billing and payment processes, and proactively engage customers to drive retention and growth.
This is a high-ownership role on a small team with a clear path toward growing into a Customer Success Manager.
Payments & Billing Experience
Manage PCI compliance tracking and follow-up
Support customers with failed payments, disputes, and chargebacks
Coordinate internally with leadership when escalation is needed
Improve workflows and documentation around billing and payment-related issues
Customer Health / Growth
Review customer health metrics weekly
Identify accounts with declining usage or incomplete onboarding
Execute proactive outreach campaigns
Track and report trends in customer engagement
Identify customers eligible for quarterly-to-annual plan conversion
Surface upsell opportunities in collaboration with Sales
Request reviews from satisfied customers
Help operationalize retention and expansion initiatives
Support & Help Desk
Respond to customer questions via help desk with fast SLAs
Triage product questions and escalate appropriately while maintaining customer ownership
Participate in after-hours and weekend on-call rotation
Identify recurring issues and contribute to improved documentation and internal processes
Onboarding & Training Support
Shadow onboarding and training calls
Support onboarding follow-ups and setup tasks
Over time, run onboarding sessions for smaller or standardized accounts
Who You Are
Experience
1–3 years in customer success, customer support, or another customer-facing role within a SaaS or technology company
ORExperience working in the moving industry, ideally in a management,, or operations-focused role
In addition, you:
Are an excellent communicator — clear, professional, and confident in both written and verbal conversations
Have exposure to payment systems, billing workflows, chargebacks, disputes, or PCI compliance processes — and are comfortable navigating customer conversations around money
Are highly organized and detail-oriented, with strong follow-through
Are comfortable handling sensitive billing or payment-related conversations
Are a strong problem solver who knows when to escalate and when to take ownership
Able to manage multiple workflows in a fast-paced startup environment
Are excited to deeply learn a complex product and become an expert in how moving companies operate
Are interested in growing into a Customer Success Manager role over time
Bonus Points:
Experience at a startup
Experience with B2B SaaS products
Experience supporting SMB customers (in the moving industry or another “blue-collar” industry)
Familiarity with help desk systems (Zendesk, Intercom, etc.)
Experience with Airtable
Compensation
Salary: $55-75K + equity
Unlimited vacation
Medical, dental, and vision insurance with comprehensive benefits
401(K)
WFH equipment budget
Opportunities to visit our HQ in NYC
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