We are looking for a Customer Support Associate to join our Customer Support team. This role sits at the intersection of Customer Support and Customer Success, with a strong focus on retention, renewals, escalations, and helping customers stay successful in FieldPulse.
This position will own proactive outreach for at-risk accounts, renewal and billing conversations, churn save efforts, and account-level follow up, while also supporting inbound chat, phone, and email coverage as part of the Customer Support team. Unlike a traditional support role that is purely reactive, this position is responsible for both resolving customer issues and actively working to retain customers, improve account health, and ensure customers continue to get value from the platform. This is a great opportunity for someone who enjoys talking to customers, solving problems, and taking ownership of outcomes, not just tickets.
Where You'll Work:
- Full-time, in-office at our headquarters in Dallas, TX.
- You’ll be right in the heart of the action, surrounded by a team of passionate, high-energy individuals who thrive in a collaborative, fast-paced environment.
What You'll Do:
- Retention, Renewals, and Account Ownership
- Proactive outreach to customers with failed payments or renewal risk
- Work to save at-risk customers through calls, email, and follow up
- Handle cancellation requests and attempt retention when appropriate
- Own churn save actions and document outcomes
- Assist with deboarding process when cancellation cannot be avoided
- Support add-on and upgrade conversations when opportunities arise
- Billing, Escalations, and Account Support
- Handle billing questions, payment issues, and contract questions
- Serve as an escalation point for customers at risk of churn
- Assist with account setup questions and post-implementation support
- Support add-on related processes such as Engage, Operator AI, Fleet Tracking, Pricebook, and Twilio porting
- Partner with Technical Support when deeper troubleshooting is required
- Customer Support Coverage
- Support inbound chat, phone, and email channels as part of the Customer Support team
- Monitor ticket queues and ensure timely responses
- Help customers troubleshoot product questions and workflow issues
- Handle escalated conversations with professionalism and empathy
- Provide clear, complete answers that help customers move forward
- Team Collaboration
- Work closely with Customer Support, Customer Success, Technical Support, and Billing
- Provide feedback on common customer issues and product gaps
- Help improve processes related to retention, cancellations, and escalations
- Contribute to a strong, team-first customer experience culture
What We're Looking For:
- Strong communication skills across phone, email, and chat
- Comfortable handling billing conversations and difficult customer situations
- Highly organized and able to manage multiple accounts and tasks
- Ability to stay calm under pressure and handle escalations professionally
- Quick learner who is comfortable with new technology
- Experience with Salesforce or similar CRM preferred
- Experience in SaaS or technical support environment preferred
Why You’ll Love Working Here:
- Impactful, Fast-Paced Startup Culture: Work on exciting projects that truly move the needle.
- Comprehensive Health Coverage: Medical insurance, plus dental & vision benefits to keep you covered.
- Health & Wellness Perks: Memberships to keep you feeling your best.
- 401(k) Plan: Secure your future while you grow with us.
- Clear Path for Growth: Transparent career progression, professional development, and promotion opportunities.
- Paid Parental Leave: Support for you and your family when it matters most.
This role is a great entry point into Customer Success and Customer Experience at a fast-growing SaaS company.
You will have a direct impact on retention, customer satisfaction, and overall company growth, with clear opportunities to grow into Customer Success, Support leadership, or Account Management roles. You will work on a collaborative team that values ownership, accountability, and helping customers succeed.
Skills Required
- Strong communication skills across phone, email, and chat
- Ability to handle billing conversations and difficult customer situations
- Highly organized and able to manage multiple accounts and tasks
- Ability to stay calm under pressure and handle escalations professionally
- Ability to learn quickly and work with new technology
- Experience with Salesforce or a similar CRM
- Experience in a SaaS or technical support environment
FieldPulse Compensation & Benefits Highlights
-
Healthcare Strength — Core medical, dental, and vision insurance are consistently listed, alongside HSA/FSA and dependent‑care options. Public materials present these as standard inclusions across roles.
-
Leave & Time Off Breadth — Company profiles highlight generous PTO, paid sick time, and paid parental leave, with multiple postings explicitly calling out parental leave. The offering is positioned to support work‑life balance.
-
Wellbeing & Lifestyle Benefits — Dallas HQ roles emphasize daily free lunches, on‑site perks, wellness memberships or fitness stipends, and regular company events. Listings also describe a pet‑friendly, in‑person environment that adds everyday value.
FieldPulse Insights
What We Do
Trusted by thousands of service businesses, FieldPulse is an all-in-one platform that gets your entire field service team on the same page, across the office and the field, so that time is focused on growing the business and serving customers. Built with customization at the center, FieldPulse is the only service management software that adapts to the unique ways each service business manages their workflows. Backed by award-winning customer support, FieldPulse is the business partner contractors trust to simplify their operations and power growth. FieldPulse puts essential features like scheduling, estimates, invoices, payments, customer management, and job management into one platform and helps you scale while maintaining consistency across processes and service quality. As your business grows, opt in to advanced features for larger, more complex business types like custom reporting, inventory management, pricebook, Operator AI and more. Explore all features or get a demo at fieldpulse.com
Why Work With Us
FieldPulse was founded in 2015 and recently raised a $50 million Series C funding round in 2025. FieldPulse was named on the 2025 Inc. 5000 list of fastest growing private companies and has also been named Best Place to Work in Dallas by the Dallas Morning News.
FieldPulse Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
