support that sees it all
By equipping agents with deep context rather instead of replacing them, Hyphen directly drives improvements across the metrics that matter:
Faster resolution & first response times
Better CES and CSAT scores
Ramp-up time for new agents
Connection with your customers
Hyphen for customers
Rachel Carter is a 20-year customer experience executive, author of The Economy of Helpfulness, and founder of Hyphen.
Rachel has long championed the belief that support isn't a cost center but a revenue driver. As Employee #0 and SVP of Customer Experience at Swoogo, she built an industry-leading CX program from the ground up, with a support culture that reviews regularly praise for its collaboration, kindness, and creativity.
Like most CX leaders, she still had to defend her team's budget to the board, even when the link between great service, retention, and revenue was clear. She searched for a vendor that could give her team concierge-level tools and give her the visibility to prove their value at scale. The market didn't have one.
CX leaders need a direct line of sight into issues, outcomes, and their revenue impact. So Rachel left to build it herself.
Co-Founder, Head of Brand & Growth
10+ years leading Marketing teams. Ex-Wasserman, Ex-Swoogo. Loves bad TV and good jokes.
Chief Strategy Officer & Lead Investor
3x Exited founder, 9x Inc List honoree. Founder and former CEO of Swoogo, etouches (Stova). Always on the hunt for cool ideas.
Founding Engineer
Full-stack, AI-focused principle engineer. Ex-Skims, ex-Toyota. Down for yoga, a run, or a big bowl of plain white rice.
Ready to build the future of customer success? Browse our open roles. If you don’t see a position that's a fit, you can always let us know you're interested at hello@hyphen.support.
Join Hyphen as our founding Sales leader. Develop and execute sales strategy from the ground up. Work closely with the Head of Brand & Growth to define how we sell, who we sell to, and what our Revenue tech stack looks like. Plan , build, and manage a high-performing Sales organization.
This is a full-time, fully remote position. Occasional travel will be required for sales meetings and events.
We’re looking for a Customer Success Manager (CSM) to drive the long-term success of our customers by supporting them across the full lifecycle, including activation, adoption, and growth. As a CSM, you represent Hyphen at the most critical moment in a customer’s journey: we’re looking for someone who’s ready to join a team of motivated, helpful, and customer-first support pros.
This is a full-time, fully remote position
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