[Remote] Customer Support Representative
Note: The job is a remote job and is open to candidates in USA. FieldFlō is a management platform dedicated to enhancing operations for specialty subcontractors in construction and field services. The Customer Support Representative will serve as the primary contact for customers, assisting them with software navigation, troubleshooting issues, and collaborating with the Customer Success team.
Responsibilities
- Serve as the first point of contact for all customer inquiries via email/Intercom, phone, and chat
- Troubleshoot product issues, answer questions, and provide timely, friendly, and effective solutions
- Ensure all customer interactions and issues are clearly documented and followed through to resolution
- Contribute to our Help Center articles, FAQs, and training resources to improve customer self-service
- Identify common issues and documentation gaps, proactively updating resources and improving software utilization within our support tools (e.g., Intercom)
- Work closely with Customer Success, Product, and Engineering to escalate technical issues and share customer feedback/trends that inform product improvements
- Act as a strong internal advocate for an exceptional customer experience
- Assist the Customer Success team with scheduling, reporting, and data entry
- Log customer interactions and maintain accurate records using HubSpot CRM
- Identify and implement opportunities to improve support workflows, response times, and internal processes
Skills
- 1-3 years of proven experience in the construction industry, field services, or a related environment
- Strong written and verbal communication skills with an unwavering customer-first mindset
- High attention to detail and strong organizational skills
- Ability to troubleshoot complex problems, think critically, and follow issues through to resolution
- A collaborative attitude with comfort working cross-functionally across multiple teams
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
- Curiosity and eagerness to learn the FieldFlō platform and our customers' industries
- Experience in a SaaS support, customer service, or customer success role
- Familiarity with customer support and CRM tools such as Intercom and HubSpot
- Interest in growing into Customer Success, Product, or Support leadership over time
Benefits
- Competitive compensation, benefits, and room to grow.
Company Overview