ABOUT US
Trusted by 800,000 monthly active users, UpCodes (YC S17) is a comprehensive compliance and product research platform that accelerates design to construction in the AEC space. The construction industry suffers from unnecessary costs and complexity; every year billions of dollars are wasted on rework. We’re committed to delivering easy-to-use tools that help designers and builders spend less time finding the right compliance and product resources and more time doing what they love — designing and building. We make a real world tangible impact on the lives of our users and their work of constructing our homes, schools, hospitals, and offices.
ABOUT THE ROLE
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 a unique insight into user challenges and will be able to contribute meaningfully to internal discussions around product enhancements. We work closely with our community, and this role will be a pivotal bridge between our team and the end user.
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.
WHAT YOU'LL DO
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 codes expert teams to answer user questions, solve any 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.
THE IDEAL CANDIDATE
Minimum 2-4 years of experience in a customer-facing role.
Fluent in modern, cloud-based work tools (e.g., Google Workspace, Slack, Notion, etc.) — comfortable learning and adopting new SaaS tools quickly
Extremely organized and detail-oriented person.
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 are looking for someone who understands that small tasks have a huge impact.
Skills Required
- Minimum 2-4 years customer-facing experience
- Experience handling phone, live chat, and email support
- Fluent with cloud-based work tools (Google Workspace, Slack, Notion)
- Extremely organized and detail-oriented
- Excellent verbal and written communication skills
- Willingness to learn and adapt as product and processes evolve
- Hustling mentality; willing to handle small and large tasks
- Good sense of humor and down-to-earth personality
What We Do
UpCodes is an all-in-one platform for code visibility and access, enabling structured code research, and encouraging company-wide code expertise. Whether you’re an architect, engineer, general contractor, code consultant, or government official, UpCodes is perfect for you. Here's what UpCodes enables for you: + A multi-dimensional way of looking at a jurisdiction’s adopted codes, enabling your team to find the code requirements and amendments quickly and easily. + Seamless access to a jurisdiction’s adopted codes, as well as visibility into how the code has evolved. + Streamlined project management that helps you save time and money by catching errors upstream with validation and error-checking. + Levels up the team’s collective expertise of code requirements with a centralized source of truth for code commentary, bookmarking, and compliance management.
Why Work With Us
Although we are a lean startup, we absolutely believe that everyone is a human and that there is life outside of work. We are a 100% remote company offering employees the ability to work from anywhere and whenever they want. Our communication is kept async, and meetings kept to a minimum, truly giving our employees a real remote-first environment.
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