Customer Operations & Support Specialist

We’re looking for a proactive, detail-oriented professional who wants to help scale the customer services of the most user-friendly construction management app in the market. As a Customer Operations & Support Specialists, you will become a foundational member of our high-performing Support Team. You’ll provide customer support via email, chat, and phone to our existing US-based users and new leads. You’ll also develop written product education content for our Help Center and assist our Support, Success, and Sales Teams with special projects.      

We’ve built a world-class team with exceptionally smart, ambitious, and diverse talent, and we’re looking for an organized, intrinsically-motivated product expert who can work collaboratively and execute relentlessly. If you’re passionate about helping people revolutionize how construction projects are managed, proficient in writing support (or similar) content, and are excited to work cross-functionally to solve customer issues at their root causes, we’d love to meet you!

Desired skills & experience

• 1-3 years of SaaS Customer Support experience required
• Must speak and write in fluent English
• 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
• Creative problem solver who 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

Nice to haves

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

What you’ll be doing

Fieldwire’s core mission is a proven competitive advantage that you’ll contribute to every day: generate customer success with the most intuitive platform and best customer support in Construction Tech. Reporting to our Customer Support Manager in Phoenix and Senior Director of Global Support in San Francisco, you’ll have tactical resources to help develop your skills in troubleshooting, bug reporting, and executing strategic Support projects.

You’ll join a tight-knit, innovative team that will challenge you to provide high quality answers to a high volume of customer questions while also systematically improving the usability of our product and resources. Plugging into uniquely organized systems for issue, feedback, and content-improvement tracking, you’ll work cross-functionally with our Support, Product, Engineering, and Customer Success Teams to champion the voice of the customer and develop new processes, automations, and programs. 

Responsibilities

• Answer inbound phone calls, chats, and emails and persistently drive each issue to resolution
• Create new and update existing knowledge base articles, setup guides, and instructional videos
• Become a preeminent Fieldwire product expert
• Troubleshoot account management, customer education, and technical support issues; follow and iterate on bug, product improvement, and feature-request reporting procedures
• Qualify new leads and systematically route them to the appropriate sales teams
• Perform account set up and various other back office administrative tasks
• Contribute to and update customer onboarding resources
• Gather and report on customer feedback trends to improve the product and account services from onboarding to renewal

Why Fieldwire?

Fieldwire is a construction field management software, used on over 1,000,000 projects worldwide. We’re obsessed with improving how teams work together. We’re building a Field Management Platform dedicated to construction teams — providing operational excellence for one of the world’s largest global industries — $10 Trillion/year.  Fieldwire delivers a superior, easy-to-use product that supports tens of thousands of users every day. 

Fieldwire solves the problem of access to information and coordination of labor at a large scale for some of the largest projects in the world. The Fieldwire mobile app has a five-star rating based on thousands of customer reviews. Fieldwire is venture-backed and has already transformed the way thousands of companies worldwide are working together.

Benefits

• Competitive Salary
• Performance Bonus
• Medical/Dental/Vision Insurance
• 401k
• Generous PTO
• Commuter Benefits

Compensation

Total annualized cash compensation for a Customer Operations & Support Specialists ranges from $45,000-$66,000 including annual bonus potential.

Where is the job located?

This role is fully remote within the United States.