Customer Operations & Support Specialist - Remote

Overview

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 creating how-to articles and onboarding guides in our customer-facing knowledge base.

In Short

• 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.
• Update existing knowledge base articles, setup guides, and instructional videos.
• Create and deliver administrator and end user trainings that successfully onboard new customers.
• Execute basic account operations tasks, configuring custom contracts for our sales team and their customers.
• Contribute to the execution of cross-functional projects with product, engineering, marketing, sales, and success teams.
• Work with a tight-knit team to improve product and support resources.
• Develop new processes, automations, and customer outreach programs.
• Engage in ongoing training and feedback for personal development.
• Be part of a customer-success driven company.

Requirements

• 1-3 years of Customer Support, Success, Account Management, or relevant customer-facing experience.
• Must be able and willing to work from 8am-5pm Pacific Time.
• Articulate, effective written and verbal communication skills.
• Positivity, empathy, and patience in interactions.
• Strong time management skills.
• Owner mentality and can-do attitude.
• Great to work with, ambitious and committed.
• Desire to learn in a dynamic startup environment.

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.