[Remote] Customer Support Specialist (United States)
Note: The job is a remote job and is open to candidates in USA. Workyard is a fast-growing, venture-backed startup revolutionizing workforce management in the construction industry. The Tier 1 Customer Support Specialist will be at the heart of the customer experience, helping users navigate the platform and ensuring they receive stellar support throughout their journey.
Responsibilities
- Remain actively available on phone and chat queues during scheduled shifts
- Handle a high volume of inbound customer interactions in real time
- Maintain strong response times and availability metrics
- Assist customers with general product usage questions
- Troubleshoot basic issues and provide step-by-step guidance
- Troubleshoot GPS and location issues on mobile and web applications
- Assist with geofence setup and troubleshooting
- Support expense product questions, including how to activate and use cards
- Answer basic questions regarding forms
- Escalate complex or technical issues to Tier 2 or appropriate teams when needed
- Answer customer inquiries related to:
- Invoices and charges
- Plan details and pricing
- Billing cycles and proration
- Explain billing adjustments clearly and professionally
- Updating payment information
- Identify and assist with duplicate user profiles
- Guide customers through resolving duplicate accounts
- Escalate when backend intervention is required
- Collaborate with internal teams (Tier 2, Engineering, Revenue, Implementation, Sales) for issue resolution
- Clearly escalate issues with proper context, notes, and reproduction steps
- Follow up on escalated tickets to ensure timely resolution
- Communicate updates back to customers when needed
- Accurately document all customer interactions in the support system
- Provide clear, concise, and professional communication at all times
- Follow internal processes and workflows for consistency
- Maintain high availability on phone and chat support
- Meet or exceed response time and resolution targets
- Deliver a positive customer experience (CSAT-focused)
- Demonstrate strong product knowledge and continuous improvement
Skills
- Strong verbal and written communication skills
- Ability to multitask across multiple conversations (chat + phone)
- Customer-first mindset with strong problem-solving abilities
- Basic technical troubleshooting skills
- Ability to work in a fast-paced, high-volume environment
- Previous customer support or call center experience
- Experience with SaaS or workforce management tools
- Familiarity with CRM or support ticketing systems
Benefits
- Comprehensive benefits including Aetna medical, dental, and vision coverage
- Flexible Spending Accounts (FSA)
- Teladoc virtual care
- One Medical membership
- Kindbody family-building support
- An Employee Assistance Program
- 401(k) retirement plan through Empower
- Pre-tax commuter benefits (for those based in our San Francisco office)
Company Overview