Customer Support Representative

Summary

Join Adaptive, a rapidly growing AI-native ERP company for real estate and construction, as a Customer Support Representative. You will be the primary point of contact for customer support, ensuring satisfaction and efficient issue resolution. This role involves problem-solving, strong communication, and shaping a high-priority function. Familiarity with Quickbooks and construction finance is preferred. There's potential for growth and advancement within the expanding company. Adaptive offers competitive compensation, top-tier benefits, and a flexible, remote-friendly work environment.

Requirements

• 2+ years of experience in customer support or a similar client-facing role, preferably in a SaaS or technology environment
• Excellent written and verbal communication skills
• Strong problem-solving abilities and meticulous attention to detail
• General understanding of construction industry financial processes (or aptitude for quick learning)
• Familiarity with Quickbooks (or aptitude for quick learning)
• Proficiency with customer communication tools like Intercom or similar platforms
• Ability to explain complicated technical concepts in clear, non-technical terms
• Demonstrated commitment to customer satisfaction and continuous improvement
• Experience in coordinating with technical teams and managing follow-ups

Responsibilities

• Serve as “first line of defense” for customer questions — responding promptly, providing effective solutions, and escalating to our engineering team when necessary
• Use problem solving skills to develop custom workarounds for unique customer cases when required
• Work closely with engineering during escalations, providing clear, detailed information about customer issues
• Maintain a comprehensive tracking system for all customer requests and issues
• Ensure timely follow-up on all customer inquiries, escalated issues, and feature requests
• Collaborate with the product team to communicate customer feedback and feature requests
• Create comprehensive, user-friendly articles for our Help Center based on common support requests

Preferred Qualifications

Familiarity with Quickbooks and construction finance (or willingness to learn both quickly)

Benefits

• Competitive cash compensation
• Top tier benefits and a 401k match
• A flexible, remote-friendly work environment