Customer Support Specialist

Summary

Join Trunk Tools, a leading AI company revolutionizing the construction industry, as a Support Specialist. You will be the primary point of contact for customer inquiries, resolving issues through various channels. Responsibilities include guiding customers through onboarding and configuration, providing training and demos, collecting user feedback, and maintaining support documentation. The ideal candidate possesses 2-4 years of customer support experience, strong problem-solving skills, excellent communication, and technical curiosity. Experience in construction tech or AI tools is a plus. Trunk Tools offers a competitive salary, stock options, comprehensive health benefits, a learning stipend, flexible work options, unlimited PTO, and in-person retreats.

Requirements

• 2–4 years of experience in customer support, technical support, or customer-facing operations, ideally in SaaS or construction tech
• Strong problem-solving skills and comfort troubleshooting software issues in real time
• Excellent communication skills — able to explain technical concepts to both field superintendents and office executives
• Technical curiosity: you’re comfortable learning cloud-based tools, APIs, and AI-driven workflows
• Highly organized and detail-oriented, with the ability to manage multiple support tickets and requests simultaneously

Responsibilities

• Customer Support & Troubleshooting: Act as the frontline contact for customer inquiries, resolving issues quickly and effectively across chat, email, and video support
• Implementation Assistance: Guide customers through onboarding, setup, and configuration of AI agents and workflows
• Enablement & Training: Run product demos, answer “how-to” questions, and empower users to self-serve through documentation and training resources
• Feedback & Advocacy: Collect user feedback, identify recurring issues, and communicate insights to Product and Engineering teams to improve our tools
• Knowledge Building: Maintain support documentation, FAQs, and internal knowledge bases to scale customer success
• Metrics & Reporting: Track key support metrics (e.g., response time, resolution time, customer satisfaction) and surface trends for continuous improvement

Preferred Qualifications

Experience in construction tech, field training, or AI tools is a plus

Benefits

• A close-knit and collaborative early-stage startup environment where every voice is heard and every opinion matters
• Competitive salary and stock option equity packages
• 3 Medical Plans to choose from including 100% covered option. Plus Dental and Vision Insurance!
• Learning & Growth stipend
• Flexible long-term work options (remote and hybrid)
• Free lunch provided in the office in NYC & Austin - you’ll never go hungry with us!
• Unlimited PTO; We truly believe in work-life balance and that hard work should be balanced with time for rest and rejuvenation
• IRL / In-Person retreats throughout the year