The Role
Serve as the first point of contact for customer questions, reviewing AI-generated responses, triaging urgent payroll issues, and managing queue resolution. Create help content, identify recurring product problems, and partner with product and engineering on fixes. Over time, own AI support agents and knowledge systems while using AI coding tools to ship small product improvements. This is an in-person, high-ownership role based in New York City.
Summary Generated by Built In
New York City - FiDi, in person
$70,000–$85,000 Base Salary
Meaningful Series A equity
About Trayd
Trayd is solving the oldest problem in America: how do we build physical infrastructure that lasts generations? We’re replacing manual processes and legacy systems with AI-native software built around how construction actually runs. Companies using our software have built some of America’s greatest infrastructure projects like the Buffalo Bills’ Highmark Stadium and JFK International Airport.
We're building the category-defining back office for trade contractors with a platform that runs live payroll, job costing, and accounting workflows every week for the hardest-working people in the country. We grew 600% over the last year with a lean team of ~30, made up of some of the sharpest and most driven talent in New York.
We were in Y Combinator’s Summer 2023 batch and have raised over $15 million from Tier 1 investors. We’re proudly and permanently based in NYC. We’re in the next phase of growth, and every hire here directly shapes what customers see next.
We are hiring an AI Support Specialist to be the first person our customers reach when they need help, and to help build the AI-driven support system behind it. You will own the front line of customer support: triaging incoming questions, working alongside our AI support agents to draft fast and accurate answers, and making sure every customer leaves with a real resolution. You keep the queue moving and the quality high.
This role sits on our Product team, and that is deliberate. Support is our sharpest source of product signal, and we want the person living in it to act on what they learn, not just pass it along. This is not a forever-inbox job. As you master our product and our customers, you will move from answering questions to fixing the things that cause them: taking ownership of the AI agents and knowledge that power support, and increasingly making real changes to the product itself.
You do not need to be a software engineer. Using AI coding tools, you will be able to ship small product improvements and fixes yourself, with support from engineering. That is the whole trajectory of this role: the better you get at turning customer pain into product changes, the more of a product owner you become.
- Be the first point of contact for customer questions, responding quickly, clearly, and accurately.
- Work alongside our AI support agents, reviewing and verifying AI-drafted replies for accuracy and tone before they go out.
- Triage and route incoming issues, spotting urgent, payroll-blocking problems and getting them to the right person fast.
- Own queue health: make sure nothing falls through the cracks and every issue is resolved or escalated by the end of the day.
- Turn resolved questions into help articles and training content so customers can help themselves.
- Partner with product and engineering to surface recurring issues and push for real fixes, not band-aids.
- As you ramp, take ownership of our AI support agents and skill library: tuning them, expanding their coverage, and raising answer quality.
- Use AI coding tools to make real changes to the product, shipping small fixes and improvements that remove customer pain at the source, with support from engineering.
- You have 0–2 years of experience, or you are a recent graduate excited to start your career in a high-ownership role.
- You are a clear, warm writer who can explain things simply and stay calm under pressure.
- You are genuinely excited about AI and want to get hands-on with the tools reshaping how support works.
- You want to build, not just respond. You are excited to get closer to the product over time and to use AI tools to make changes yourself.
- You are highly organized and detail-oriented. You know that in payroll, getting the answer right matters.
- You take ownership and communicate proactively. You are comfortable with ambiguity and don't wait to be told what to do.
- You are curious about construction. You don't need to know the industry on day one, but you want to learn it.
- You are NYC-based or ready to relocate quickly.
Nice To Have
- Experience in customer support, customer success, or operations, ideally in SaaS.
- Exposure to AI tools, prompt writing, or support automation.
- Experience with payroll, financial systems, or compliance-heavy software.
- Comfort with data tools like Excel or SQL.
- Startup or high-growth experience.
This is an in-person role in New York City, five days a week. We move quickly, collaborate constantly, and value people who take initiative and ownership.
If you want to own high-impact customer work and grow with a category-defining company, you will fit here.
Base Salary $70,000–$85,000
Meaningful Series A equity
Benefits
- Healthcare: Comprehensive medical, dental, and vision insurance options for employees and dependents
- Unlimited/Flexible PTO
- 401(k) Retirement Plan
- Free lunch (Mon–Wed) and dinner (Mon–Thu after 7:30pm) for in-office roles
Skills Required
- 0–2 years of experience or recent graduate
- Clear, warm writing and ability to explain concepts simply
- Ability to stay calm under pressure
- Genuine interest in AI and willingness to use AI support tools
- Interest in building product improvements, not just responding to customers
- Highly organized and detail-oriented
- Ownership mindset and proactive communication
- Comfort with ambiguity and initiative
- Curiosity about the construction industry
- NYC-based or ready to relocate quickly
- Experience in customer support, customer success, or operations, ideally in SaaS
- Exposure to AI tools, prompt writing, or support automation
- Experience with payroll, financial systems, or compliance-heavy software
- Comfort with Excel or SQL
- Startup or high-growth experience
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The Company
What We Do
Trayd is an all-in-one construction back office operating system that has payroll and compliance at the forefront. Trayd offers a modern workforce management platform, best-in-class time-tracking tools and payroll automation to unlock Earned Wage Access on every paycheck.
