Customer Operations & Support Specialist

Who we’re looking for

Fieldwire’s core mission is a proven competitive advantage that you’ll contribute to every day: be the most customer-success driven company with the most intuitive interface in Construction Tech.

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 authoring how-to articles and onboarding guides in our Knowledgebase. You’ll join a tight-knit team that will challenge you to answer a high volume of questions at the utmost levels of quality, while systematically improving the usability of 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, and success teams to champion the voice of the customer and develop new processes, automations, and customer outreach programs. 

Reporting to our US Customer Support Manager (remote, New York based) and Senior Director of Global Operations & Support (remote, San Francisco based), you’ll have a wealth of tactical resources to develop your skills in troubleshooting, bug reporting, and account operations. Taking as much pride in “owning the inbox” as renewing accounts and creating the next great how-to guide for your customers, your verbal and written communication skills will flourish, if you’re up to the challenge.

If you’re experienced in customer service and/or billing 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!

We’re looking for our next Customer Operations & Support Specialist to have the following skills and experiences

• 1-3 years of SaaS Customer Support experience required
• Must speak and write in fluent English
• 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
• 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 and experience and/or interest in working on a remote team
• Creative problem solver who can work with a high level of autonomy and 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 and grow your career with us for the long term

And if you have the following, we REALLY want you to apply today (not required but nice-to-haves)! 

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

The primary responsibilities for our next Customer Operations & Support Specialist will be to:

• Answer inbound phone calls, chats, and emails and persistently drive each issue to resolution
• Troubleshoot account management, customer education, and technical support issues; follow and iterate on bug, product improvement, and feature-request reporting procedures
• Create new and update existing knowledge base articles and setup guides
• Master the Fieldwire Product to create and deliver custom administrator and end user trainings to successfully onboard new customers
• Help run cross-functional projects and process improvements with our product, engineering, internal operations, sales, marketing, and success teams Gather and report on customer feedback trends to improve the product and customer experience from onboarding to renewal and expansion
• Own, iterate, and scale our account operations program, configuring custom contracts with sales and their customers and performing account set up and various other back office administrative tasks

Why Fieldwire?

Fieldwire is a construction field management software, used on over 1,000,000+ projects worldwide. We’re obsessed with improving the way 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. We’re delivering a superior, easy-to-use product that’s driven by the voice of our customers.

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 nearly five-star rating based on thousands of customer reviews. Fieldwire was venture backed by top venture capitalists and has already transformed the way thousands of companies worldwide are working together. Fieldwire was acquired by Hilti for $300M in November 2021.

Benefits

• Competitive Salary
• Performance Bonus
• Medical/Dental/Vision Insurance
• 401k with company match
• Generous PTO
• Fully remote flexibility and home office stipend
• Annual education stipend

Compensation

The estimated pay ranges for this role are as follows: $50,000-$60,000.

The salary range represents the low and high end of the salary range for this job in the US. Minimums and Maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors such as your skills, qualifications and experience. In addition to the salary you will be eligible for an annual corporate performance bonus with a potential of 20% of this base salary, depending on attainment.

Where is the job located?

This role is based remotely within the United States. Our headquarters are based in beautiful San Francisco and our office is centrally located right off of Embarcadero Bart station.

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Fieldwire is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other characteristic protected by law.