[Remote] Customer Operations & Support Specialist

Note: The job is a remote job and is open to candidates in USA. Fieldwire, a Hilti Group Company, is a construction management software firm based in San Francisco. They are seeking a Customer Operations & Support Specialist to ensure customers maximize their use of the Fieldwire platform by providing support, creating help content, and conducting customer training.

Responsibilities

• 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; follow and improve upon our bug, product improvement, and feature-request reporting procedures
• Execute customer trainings for the purpose of successfully onboarding new customers and retrainings to help customers get back to using Fieldwire on their projects day-to-day
• Update existing knowledge base articles, ticket macros, setup guides, and instructional videos
• Leverage our newest and latest AI Assistants, while helping us create and scale net-new processes for prompt engineering, source content improvements, and quality assurance
• Contribute to the execution of cross-functional projects with product, engineering, marketing, sales, and success teams that champion the voice of the customer and deliver new processes, automations, and customer outreach programs
• Execute basic back office account operations tasks, including premium account set up

Skills

• Second language fluency: Spanish or French
• Ability to work 8am-5pm PST, Monday - Friday, with occasional (3-4x per year) weekend inboxing coverage
• 1-2 years of Customer Support, Success, Account Management, or other relevant customer-facing experience, preferably but not required to be in the SaaS industry
• Articulate, effective written and verbal communication skills
• Positivity, empathy, and patience in both internal and external interactions
• Strong time management skills and ability to work autonomously; experience and/or interest in working on a remote team
• Sense of personal responsibility and can-do attitude; creative problem solver who asks for help as readily as they give it
• Great to work with (ambitious and committed, humble and fun); a desire to learn in a dynamic startup environment and grow your career with us for the long term
• Prior experience with Zendesk, Salesforce, and/or equivalent digital Support and CRM platforms
• Proven experience creating issues in Jira and internal documentation in Confluence, or similar software
• Experience developing and maintaining customer-facing and/or internal docs
• Experience contributing to internal process development and/or account management
• Previous experience in or knowledge of the construction industry
• Experience with using AI tools in a Support context

Benefits

• Competitive Salary
• Performance Bonus
• Medical/Dental/Vision Insurance
• 401k with company match after 1 year
• Generous PTO
• Fully remote flexibility and home office stipend
• Annual education stipend

Company Overview