Customer Operations And Support Specialist

Summary

Join Fieldwire as a Customer Operations & Support Specialist and contribute to our mission of being the most customer-success driven company in Construction Tech. You will ensure customer satisfaction by answering questions, managing back-office operations for premium subscriptions, and creating knowledge base articles. You will work closely with various teams to improve the product and support resources. This role requires 1-3 years of SaaS customer support experience, fluent English communication skills, and experience with support and CRM platforms. You will report to the US Customer Support Manager and Senior Director of Global Operations & Support. If you are passionate about helping people revolutionize construction project management and enjoy working cross-functionally, we encourage you to apply.

Requirements

• 1-3 years of SaaS Customer Support experience
• Speak and write in fluent English
• Be able and willing to work from 8am-5pm Pacific Time
• Articulate, effective written and verbal communication skills
• Prior experience with Zendesk, Salesforce, Jira or equivalent Support and CRM platforms
• Positivity, empathy, and patience when working through customer issues
• Strong time management skills and experience and/or interest in working on a remote team
• Creative problem solver who can work with a high level of autonomy and asks for help as readily as they give it
• Comfortable communicating with anyone, from foreman to mid-to-senior level managers
• Desire to learn in a dynamic startup environment and grow your career with us for the long term

Responsibilities

• Answer inbound phone calls, chats, and emails and persistently drive each issue to resolution
• Troubleshoot account management, customer education, and technical support issues; follow and iterate on bug, product improvement, and feature-request reporting procedures
• Create new and update existing knowledge base articles and setup guides
• Master the Fieldwire Product to create and deliver custom administrator and end user trainings to successfully onboard new customers
• Help run cross-functional projects and process improvements with our product, engineering, internal operations, sales, marketing, and success teams
• Gather and report on customer feedback trends to improve the product and customer experience from onboarding to renewal and expansion
• Own, iterate, and scale our account operations program, configuring custom contracts with sales and their customers and performing account set up and various other back office administrative tasks

Preferred Qualifications

• Second language fluency: Spanish
• Previous experience in or knowledge of the construction industry

Benefits

• Competitive Salary
• Performance Bonus
• Medical/Dental/Vision Insurance
• 401k with company match
• Generous PTO
• Fully remote flexibility and home office stipend
• Annual education stipend