Job Details

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Operations & Support Specialist in United States.

This role is key to ensuring customers achieve maximum value from the company's platform by delivering timely support, guidance, and educational resources. You will serve as a primary point of contact for customer inquiries via email, chat, and phone, troubleshoot account and technical issues, and assist with back-office operations. The position also involves creating and maintaining knowledge base content, developing onboarding and training materials, and contributing to cross-functional projects that improve customer experience and internal processes. You will work closely with product, engineering, sales, marketing, and operations teams, leveraging AI tools to drive process improvements and enhance customer satisfaction. The role offers a dynamic, collaborative, fully remote environment where your contributions directly impact customer success and operational excellence.

Accountabilities:

• Provide responsive, high-quality support to customers via phone, email, and chat, resolving issues efficiently
• Triage, troubleshoot, and escalate technical, account, and product-related inquiries while following improvement and reporting procedures
• Deliver onboarding trainings and webinars for new customers and support ongoing retraining for existing users
• Update, maintain, and author knowledge base articles, setup guides, instructional videos, and AI-assisted support content
• Contribute to cross-functional initiatives to improve processes, automate workflows, and enhance customer outreach programs
• Execute back-office account operations tasks including subscription management and premium account setups
• Champion the voice of the customer across internal teams to drive product and support enhancements

Requirements:

• Fluency in a second language (Spanish or French)
• 1-2 years of experience in Customer Support, Success, Account Management, or related customer-facing roles; SaaS experience preferred but not required
• Strong written and verbal communication skills with empathy, patience, and positivity
• Ability to work remotely and independently with strong time management skills
• Sense of ownership, creative problem-solving abilities, and a collaborative mindset
• Availability to work 8am-5pm PST with occasional weekend coverage (3-4x per year)

Preferred Skills:

• Experience with Zendesk, Salesforce, or other support/CRM platforms
• Familiarity with Jira, Confluence, or similar documentation tools
• Experience developing customer-facing or internal documentation
• Exposure to AI tools for support automation and process improvement
• Prior knowledge of or experience in the construction industry

Benefits:

• Competitive base salary ($50,615-$61,862 USD) plus annual performance bonus potential
• Comprehensive medical, dental, and vision insurance
• 401(k) plan with company match after 1 year
• Generous paid time off and fully remote work flexibility
• Home office stipend and annual education allowance

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.