Kustomer

Kustomer is a customer service CRM platform founded in 2015 by Brad Birnbaum and Jeremy Suriel and headquartered in New York, NY. The platform is designed to consolidate customer interaction data and support operations into a single interface, replacing traditional ticketing systems with a timeline-based customer view.

Kustomer's core product provides omnichannel messaging, workflow automation, and AI-assisted support tools. It serves direct-to-consumer brands and retail companies, with customers including Ring, Glovo, and Priceline. The platform competes with Zendesk, Salesforce Service Cloud, and Freshdesk in the customer service software market.

Meta (formerly Facebook) acquired Kustomer in February 2022 for a reported $1 billion, following regulatory review in the US and EU. Prior to the acquisition, Kustomer had raised approximately $173.5 million in venture funding, including a $60 million Series F round in 2020 led by Coatue Management and Tiger Global. Meta later sold a majority stake back to Kustomer's management team in 2023, returning the company to independent operation.