Customer Support Associate
jawnt
About Jawnt
Jawnt is a Philly-founded startup on a mission to make commuting easier, more affordable, and more sustainable. We partner with universities, healthcare systems, governments, and enterprise organizations to help their people get to work reliably, affordably, and with less impact on the planet.
We believe getting to work shouldn’t be the hardest part of your day. Behind every bus ride, train tap, or bike share is a person just trying to get where they need to go, and we’re here to make that simple. Jawnt is trusted by the Commonwealth of Pennsylvania, The City of Philadelphia, Penn and Penn Medicine, and other major employers to power the way their people move.
We’re a Philly company through and through, operating out of Bond Collective in Suburban Station (yes, right above the trains 🚆). Our team is full of people who genuinely care about cities, public transit, and helping others.
The Role
We’re looking for a Customer Support Associate who thrives in hands-on customer support roles. You’ll be the human face of Jawnt: the person commuters talk to when they need help enrolling in their benefits, getting their card to work, or even figuring out how to ride the bus for the first time.
This role is key to our daily operations and requires responding to a high volume of messages and phone calls daily. You’ll be solving real problems, connecting with real people, and working closely with our Customer Success, Product, and Engineering teams to make commuting smoother for thousands of riders. You’ll bring empathy, attention to detail, and a sense of ownership to every conversation.
This is a Philadelphia-based, in-person role. It begins as a 3-month contract-to-hire trial, which is an an opportunity for both you and Jawnt to make sure it’s a great long-term fit, with the goal of transitioning into a full-time, salaried position.
You Will…
- Respond quickly and kindly to customer questions via chat, email, and phone
- Troubleshoot issues with Jawnt Pass and transit cards, including activations, declined transactions, balance discrepancies, and replacement requests
- Track, document, and escalate issues clearly to the right team
- Handle multiple conversations at once, while keeping your cool and your accuracy
- Offer tech support to a diverse array of riders
- Share feedback with our team to help make the Jawnt experience even better
- Represent Jawnt with empathy, curiosity, and pride, helping riders feel seen and supported
You Are…
- A natural helper who finds joy in making someone’s day easier
- Just as interested in helping a grandparent copy/paste as you are understanding debit card authorization logic
- Clear, calm, and confident in how you communicate, even under pressure
- Organized, dependable, and ready to take ownership
- Energized by working in a fast-paced startup where no two days are the same
- Comfortable using tools like Intercom, Aircall, and Linear
- Based in Philadelphia and excited to work in person with a collaborative, mission-driven team
Bonus Points
- Professional fluency in Spanish
- Experience with commuter benefits, HR tech, or public transit
- Familiarity with CRM or ticketing systems
The Interview Process
- Resume & short screening questions
- 20-minute phone screen
- Skills assessment (~1 hour)
- 1-hour onsite interview with the Philly team & Jawnt’s co-founder
In your “Why Jawnt” answer, tell us what excites you about making commuting simpler, what great customer support means to you, and why an in-person Philly startup feels like home.
Salary: $65-75k after transition to full time
Equity: 0.01-0.03%