Customer Service Representative

The Company

GitKraken is the developer experience (DevEx) platform of choice for more than 40 million developers and 100,000 organizations globally. Combining built-in AI and powerful workflow orchestration, GitKraken empowers development teams to eliminate unnecessary toil, streamline collaboration, and accelerate productivity. GitKraken’s seamless integrations with leading Git providers, issue tracking tools, and AI solutions make it the most versatile DevEx platform available across desktop, command line, IDE, web, and mobile environments. Discover smarter, faster development at or follow us on LinkedIn.

The Role

We’re looking for a Customer Service Specialist to work at the intersection of our Finance and Customer Success teams. You’ll be on the front line for customers and partners, resolving issues, answering questions, and ensuring GitKraken accounts and licensing runs smoothly.

We are committed to having an inclusive and authentic work environment where unique perspectives, skills, and backgrounds are celebrated. We work hard to foster diversity in our workplace and encourage people from all backgrounds to apply. Even if you don't meet 100% of the requirements, don't let self-filtering and impostor syndrome get in the way of a great fit. We would love to hear from you!

What you’ll do

• Manage the inbound ticket queue: triage, respond to, and resolve tickets in a prompt manner to meet SLA goals, and escalate thoughtfully when needed.
• Guide pricing & plans: Explain plan and pricing tiers, plan entitlements, and billing options.
• Create and send quotes for new business, expansion, upgrades, and renewals, and act as a trusted advisor to help customers choose the right plan.
• Support multiple customer types: Answer program questions from resellers and partners, assist with quotes and order processing, and coordinate with internal teams to unblock deals.
• Collections & billing follow-up: Send reminders, troubleshoot payment issues, and collaborate with Finance on past-due accounts.
• Document & improve: Maintain clear knowledge-base articles and surface product or process feedback that reduces future tickets.
• Leverage AI: Create more efficient workflows, using AI to build custom GPTs that save time, simplify research, and accelerate response times.

What you’ll bring

• 2–3 years of experience in customer support, customer success, or an external-facing role. Startup or high-growth experience strongly preferred.
• Proven skill with ticketing and CRM tools (e.g., Zendesk, Intercom, Salesforce, HubSpot) and comfort learning new systems quickly.
• Clear, empathetic communication: Capable of translating technical concepts into plain language in writing and on calls.
• Strong prioritization and ownership: You manage a busy, high-volume queue, follow through on details, and hit SLAs with minimal supervision.
• Business savvy around pricing, subscriptions, and billing fundamentals. Comfortable discussing value and plan trade-offs.
• A continuous-improvement mindset: Curious, data-aware, and eager to document, automate, and iterate on processes.

How you’ll be rewarded

Excellence — Competitive compensation with annual performance-based pay increases

Balance — Flexible Paid-Time-Off Policy & paid company holidays (chosen by our employees)

Parent life — Generous paid parental leave

Pets — Pet insurance plan (with no exclusions)

Health — Health, dental, and vision insurance with competitive employer cost-sharing

Headquarters — Modern, fully equipped offices designed to maximize productivity in a hybrid environment

Culture — Great Place to Work Certified

Growth — Paid career development opportunities, audiobook subscriptions, and mentorship

Future — 401(k) retirement plan plus company matching

Travel — Company paid domestic trip after your 1-year anniversary & an international trip every 5 years

Location

This is a hybrid position based in Scottsdale, AZ. This role combines the flexibility of remote work with the benefits of meaningful in-person collaboration. Candidates must reside in or be willing to relocate to the Phoenix area.

Equal Employment Opportunity Statement

At GitKraken, we believe that diversity among our teammates is critical to our success as a company. GitKraken evaluates all employees and job applicants without regard to race, color, religion, gender (including pregnancy, gender expression, or gender identity), national origin, age, disability status, or any other legally protected class. We recruit, hire, and retain top talent from a diverse candidate pool.