Support Specialist

Summary

Join Kojo, a fast-growing construction technology company, as a Support Specialist! You will handle inbound support requests via chat and email, maintain our customer-facing knowledge base, and partner with customers to resolve issues. This role requires strong customer service skills, experience in a fast-paced environment, and technical troubleshooting abilities. You will act as a brand ambassador, providing excellent service and timely updates. The position is fully remote for candidates in Central and South America, with specific working hours. Kojo offers competitive salary and benefits, including equity grants for eligible employees.

Requirements

• 2 Years professional experience in a customer-facing role, preferably within the software or SaaS industry
• Have demonstrated experience in customer service and are passionate about the customer experience
• Have a track record of success working in a fast-paced environment and demonstrating a high sense of urgency
• Have an understanding of computer systems and troubleshooting issues with minimal assistance
• Have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways
• Establish trust and effective working relationships with internal and external stakeholders
• Be an effective written communicator and listener, and be comfortable expressing ideas and opinions to varied audiences
• Be a highly motivated self-starter with an eagerness to learn and grow, and be receptive to feedback

Responsibilities

• Partner with our customers and effectively resolve issues through email and chat
• Maintain comprehensive knowledge of Kojo to diagnose software issues, engaging with our product and engineering teams to solve more complex product issues
• Help customers navigate a variety of tools & features within Kojo
• Act as a brand ambassador for Kojo, providing world-class service to all customers
• Provide white-glove support through personalized emails and both inbound & outbound phone calls
• Send timely status updates, case reports, and process-improvement proposals to internal stakeholders on a consistent basis
• Maintain a 5-minute First Response time via chat and 10-minute First Response time via email
• Keep track of escalated tickets to ensure that engineering team is delivering a timely resolution for customer issues
• Identify workarounds, workflows, and new features for qualified customers to ensure that they are getting the most value out of their partnership with Kojo
• Utilize JIRA, Front and Intercom as tools

Preferred Qualifications

• Passion: You strive for excellence and inspire others to do the same
• Customer Obsession: You care deeply about our customers and seek to understand their pain
• Innovation: You seek to understand the truth behind problems and find solutions to them
• Impact: You’re both fast-paced and detail-oriented

Benefits

• New hire equity grant
• Full suite of perks and benefits (for US-based full-time employees)
• 100% remote work (for candidates based in Central and South America)