Customer Operations & Support Specialist

1 hour, 27 minutes ago
Full-time
Junior
Customer and Technical Support
Fieldwire

Fieldwire

Fieldwire is a mobile collaboration platform for on-site construction management, connecting the field to the office for real-time information sharing and efficient communication.

Construction & Engineering
251-1K
Founded 2013
$8M raised

Description

  • Answer inbound customer inquiries by phone, email, and chat and drive issues to resolution.
  • Triage and troubleshoot account management, customer education, and technical support issues.
  • Report bugs, product improvements, and feature requests through established workflows and help improve those processes.
  • Deliver customer trainings, onboard new customers, and conduct retraining sessions for existing customers.
  • Create, update, localize, and improve knowledge base articles, ticket macros, setup guides, and instructional videos.
  • Use AI assistants to help scale support processes, prompt engineering, source content improvements, and quality assurance.
  • Collaborate with product, engineering, marketing, sales, success, and operations teams to represent the voice of the customer.
  • Support cross-functional projects, customer outreach programs, and operational automations.
  • Perform basic back office account operations tasks, including premium account setup.
  • Manage subscription billing and other internal account operations processes.

Requirements

  • Fluency in Spanish or French.
  • Ability to work 8am-5pm PST, Monday through Friday, with occasional weekend inbox coverage 3-4 times per year.
  • 1-2 years of customer support, success, account management, or other relevant customer-facing experience.
  • Experience in SaaS is preferred but not required.
  • Strong written and verbal communication skills.
  • Positive, empathetic, and patient approach in internal and external interactions.
  • Strong time management skills and the ability to work autonomously on a remote team.
  • Sense of personal responsibility, a can-do attitude, and creative problem-solving ability.
  • Desire to learn and grow in a dynamic startup environment.
  • Prior experience with Zendesk, Salesforce, Jira, Confluence, or similar tools is a plus.
  • Experience developing customer-facing or internal documentation is a plus.
  • Experience with the construction industry or AI tools in a support context is a plus.

Benefits

  • Competitive salary with annualized cash compensation of $50,615-$61,862.
  • Annual corporate performance bonus potential of up to 30% of base salary.
  • Medical, dental, and vision insurance.
  • 401(k) with company match after 1 year.
  • Generous PTO.
  • Fully remote flexibility within the United States.
  • Home office stipend.
  • Annual education stipend.

Interested in this position?

Apply directly on the company website

Apply Now

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