Customer Support Specialist, UpCodes
$60-75k
For Canada $54,000 – $67,500. + Equity for all
All-in-one code compliance platform
Open for applications
All-in-one code compliance platform
21-100 employees
Open for applications
$60-75k
For Canada $54,000 – $67,500. + Equity for all
21-100 employees
Company mission
To help users build affordably, quickly, and enjoyably.
Role
Who you are
- The ideal candidate believes in delivering an above-and-beyond, fundamental human support experience
- You enjoy learning about new technical domains and are a problem solver who can dig deep but also knows when to ask for help to uncover solutions
- You’re a great communicator and are eager to help our users navigate the platform so they can build affordably, quickly, and enjoyably
- Minimum 2–4 years of experience in a customer-facing role
- Fluent in modern, cloud-based work tools (e.g., Google Workspace, Slack, etc.) and comfortable learning and adopting new SaaS tools quickly
- Comfortable working with technical subscription management, billing, and customer account tools. Experience with Chargebee or a similar platform is a plus
- Extremely organized and detail-oriented
- A fantastic communicator and conversationalist
- A strong desire and willingness to learn and build as our product and processes evolve
- A good sense of humor and a down-to-earth personality
- A hustling mentality — no ask should be too small or too big. We’re looking for someone who understands that small tasks can have a huge impact
What the job involves
- We are seeking an exceptionally organized and empathetic Customer Support Specialist to help UpCodes users utilize the platform to its fullest potential
- As our full-time support team member, you will have unique insight into user challenges and be able to contribute meaningfully to internal discussions on product enhancements
- We work closely with our community, and this role will be a pivotal bridge between our team and the end user
- Help our users get the most out of UpCodes by running point on the support phone line, live chat, and email inbox
- Work closely with our Product, Content, and in-house building-code expert teams to answer user questions, address challenges, and share feedback
- Troubleshoot and report potential bugs to the Engineering team
- Serve as a customer advocate and regularly share customer feedback internally to inform product roadmap and strategy
- Continually improve internal support documentation and processes, and also take the lead on expanding our external knowledge base
Our take
UpCodes is an all-in-one code visibility and access platform that enables structured code research while empowering company-wide code expertize. It's easy-to-use, multi-dimensional solution is applicable to anyone involved in the design, construction, or occupancy of buildings to streamline project management and improve overall efficacy.
As more companies seek out new, automated solutions to improve business processes, it's no surprise that code compliance solutions are increasingly popular. The company has over 650,000 active monthly users and counts Airbnb, the City of Berkeley, SOM, 4Leaf, and Kaiser Permanente among its 1,000+ client organizations.
A graduate of Y-Combinators' summer 2017 accelerator, UpCodes has experienced significant growth, expanding its suite of solutions. Recent launches include a searchable building code database, UpCodes AI (a 3D model scanning tool), and Copilot, an AI-powered research assistant built on ChatGPT-4. With a strong focus on product innovation and high user retention, UpCodes is set to be a major market player.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
May 2023
$3.5m
SERIES A
Mar 2021
$3.4m
EARLY VC
Total funding: $7.8m
Company benefits
- Health & Well-Being: Employer-sponsored medical, dental, vision, mental health, and 401k plans to stay happy and healthy.
- Home Office Setup: We want you to succeed here, so we will provide you with the gear you need to be productive.
- Flexible Time Off: Staying passionate and excited about your work is important for your success. This is why we offer 25 PTO days plus holidays off.
- Fully-Distributed Team: We are a fully remote team based out of North and South America, working across North American time zones.
- Flexible Hours: We want you to have autonomy and flexibility, so we encourage you to customize your schedule so you can do your best work.
- Meeting Up: We get the whole company together once a year so the team can create bonds that strengthen our culture and impact our work.
Company HQ
Berkley Square - Headway, Austin, TX
Leadership
Scott Reynolds
(Co-Founder & CEO)Former Architect at KPF and Junior Architect at HASSELL. Also previously worked as a Graphic & Motion Designer at Huge Designs.
Garrett Reynolds
(Co-Founder)Former Software Engineer at PlanGrid. Previous Teaching Assistant at Harvard University and Research Assistant at MIT.
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