Customer Operations & Support Specialist, Fieldwire

• If you’re experienced in customer service, developing help content, and/or executing back office operations; passionate about helping people revolutionize how construction projects are managed; and excited to work cross-functionally to solve customer issues at their root causes, we’d love to meet you!
• 1-3 years of Customer Support, Success, Account Management, or other relevant customer-facing experience, preferably but not required to be in the SaaS industry
• Must be able and willing to work from 8am-5pm Pacific Time (However, the applicant does not need to be located in Pacific Timezone)
• Articulate, effective written and verbal communication skills
• Positivity, empathy, and patience in both internal and external interactions
• Strong time management skills; experience and/or interest in working on a remote team
• Owner mentality and can-do attitude; creative problem solver who asks for help as readily as they give it
• Great to work with (ambitious and committed, humble and fun); desire to learn in a dynamic startup environment and grow your career with us for the long term

Desirable

• As a Customer Operations & Support Specialist, your objective is to ensure our customers get the most out of Fieldwire by answering their questions about our platform, executing repeatable back office operations tasks to set up premium subscription contracts and accounts, and creating how-to articles and onboarding guides in our customer-facing knowledge base
• You’ll join a tight-knit team that will challenge you to answer inbound questions from customers and colleagues at the highest level of quality, while systematically improving our product and support resources
• Plugging into innovative systems for issue, feedback, and help content-improvement tracking, you’ll interface directly with our product, engineering, sales, success, and internal operations teams to champion the voice of the customer and develop new processes, automations, and customer outreach programs
• Reporting to our most relevant regional Lead/Manager of Customer Operations & Support, with leadership from our Senior Director of Global Operations & Support, you’ll have a wealth of tactical resources and managerial support to develop your skills in troubleshooting, bug reporting, sales operations, and more
• Taking as much pride in “owning the inbox” as setting up new accounts, onboarding new customers, and creating the next great how-to guide that helps us work “smarter, not harder”, your verbal and written communication skills will flourish, if you’re up to the challenge
• Fieldwire’s core mission is a proven competitive advantage: be the most customer-success driven company with the most intuitive App in Construction Tech
• To execute that mission, our Customer Operations & Support Team owns direct communication channels with our existing and potential new customers (email, phone, chat, and messaging), authoring and localizing our user-facing Knowledge base, direct customer onboardings and webinars for small and self-serve accounts, and high-volume internal account operations processes (creating subscription orders and invoice management, back office premium account procurement, etc.)
• Master the Fieldwire product; answer inbound phone calls, emails, and messages, persistently driving each issue to resolution
• Triage and troubleshoot account management, customer education, and technical support issues; follow and iterate on bug, product improvement, and feature-request reporting procedures
• Update existing knowledge base articles, setup guides, and instructional videos
• Create and deliver administrator and end user trainings that successfully onboard new customers
• Execute basic account operations tasks, configuring custom contracts for our sales team and their customers, and performing account set up plus various other backoffice admin processes
• Contribute to the execution of cross-functional projects with product, engineering, marketing, sales, and success teams that champion the voice of the customer and deliver new processes, automations, and customer outreach programs