Customer Operations & Support Specialist, Fieldwire

• Excel at customer service, developing help content, and/or executing back office operations
• Are intrigued by or experienced in helping people revolutionize how construction projects are managed
• Are excited to work cross-functionally and with the newest AI tools to solve customer issues at their root causes with a fully remote team
• Second language fluency: Spanish or French
• Ability to work 8am-5pm PST, Monday - Friday, with occasional (3-4x per year) weekend inboxing coverage
• 1-2 years of Customer Support, Success, Account Management, or other relevant customer-facing experience, preferably but not required to be in the SaaS industry
• Articulate, effective written and verbal communication skills
• Positivity, empathy, and patience in both internal and external interactions
• Strong time management skills and ability to work autonomously; experience and/or interest in working on a remote team
• Sense of personal responsibility 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); a 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, assisting with back office operations tasks, creating how-to articles and onboarding guides in our customer-facing Knowledgebase, and delivering proactive customer trainings
• 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, marketing, 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 Manager of Customer Operations & Support, with leadership from our Senior Director of Global Operations & Support (remote, San Francisco based), you’ll have a wealth of tactical resources and managerial support to develop your skills in troubleshooting, bug reporting, sales operations, AI tooling, and more
• Taking as much pride in “owning the inbox” as 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, and chat), authoring and localizing our user-facing knowledgebase, direct customer onboardings and webinars for small and self-serve accounts, and internal account operations processes including subscription billing management
• 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 improve upon our bug, product improvement, and feature-request reporting procedures
• Execute customer trainings for the purpose of successfully onboarding new customers and retrainings to help customers get back to using Fieldwire on their projects day-to-day
• Update existing knowledge base articles, ticket macros, setup guides, and instructional videos
• Leverage our newest and latest AI Assistants, while helping us create and scale net-new processes for prompt engineering, source content improvements, and quality assurance
• 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
• Execute basic back office account operations tasks, including premium account set up