Support Representative
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Support Representative delivering empathetic support for remodeling contractors at a construction SaaS company. Managing communications and improving user experience for our platform.
Responsibilities:
- Manage all inbound support communications via Intercom and email
- Provide prompt, clear, and helpful responses that build trust with users
- Follow up on failed payments, subscription cancellations, and billing questions
- Proactively reach out to at-risk users to encourage platform engagement
- Escalate bugs and usability issues to the product and engineering teams
- Maintain and improve internal knowledge bases and help center articles
- Track key support metrics (e.g., response time, CSAT) and share insights
- Collaborate closely with cross-functional teams to improve user experience
- Help onboard new users as needed through training or product walkthroughs
- Document and suggest improvements to support workflows and tooling
Requirements:
- 2–4 years in a customer support or customer success role, preferably in SaaS
- Excellent written and verbal English communication (neutral, US-style tone)
- Strong judgment and problem-solving skills—you know when to go deep vs. escalate
- Prior experience with tools like Intercom, Zendesk, or HubSpot
- Empathetic and calm under pressure; comfortable communicating with contractors
- Highly organized and self-motivated, especially in a remote environment
- Not a technical support engineer—you lead with clarity, not code
- Bonus: Experience writing or managing internal knowledge base content
Benefits:
- Get paid in USD and take advantage of unlimited paid time off (PTO).
- Be part of a high-growth startup shaping the future of remodeling and construction.
- Work with a passionate, global team of experts from leading tech companies.
- Help build a company that values innovation, creativity, and efficiency.
Similar Jobs
Technical Customer Support Specialist – SaaS
Technical Support Specialist for rapidly scaling SaaS company in elective medicine field. Responsible for cross-functional technical investigation and support coordination.
Seasonal Customer Support Agent
Seasonal Customer Support Agent at ParentSquare addressing customer inquiries via email, chat, and phone. Efficiently resolving issues during high-volume back-to-school period with potential for full-time transition.
Pharmacy Support Specialist
Pharmacy Support Specialist processing Central Fill–eligible Auto Refills while collaborating with onsite teams. Delivering exceptional client care and maintaining service levels in a remote role.
Campaign Account Support Specialist – Level 2
Campaign Account Support Specialist fostering strong relationships with teams and partners in biopharma services. Managing print intake, direct mail execution, and HCP service initiatives with compliance.
Campaign Account Support Specialist – Level 3
Campaign Account Support Specialist managing fulfillment operations and HCP service initiatives. Overseeing print intake and demand management for pharma clients.
Support Specialist 3 – Magnetic Resonance
Remote Support Specialist providing technical support to customers and engineers for Siemens MR equipment. Responsible for troubleshooting, resolving technical issues, and assisting with on-site repairs.
Bilingual Customer Service Specialist, B2B
Bilingual Customer Service Expert providing support to retailers with exceptional service in French and English. Engaging clients and promoting new products while maintaining strong relations.
Senior Manager – Customer Support
Senior Manager of Customer Support responsible for leading global technical teams at Castor. Enhancing customer satisfaction metrics and ensuring operational excellence across services.
Customer Experience Specialist
Customer Experience Specialist providing personalized travel planning support for clients. Emphasizing relationship-building and service excellence throughout the travel planning process.
Service Support Specialist – Insurance, Spanish
Service Support Specialist managing customer inquiries and insurance policy servicing for COVU's clients. Ensuring satisfaction through efficient case management in a remote role based in Peru.
Customer Service
Remote Customer Support Reps working for Virtual Vantage Inc in a customer service role. Handling customer inquiries and ensuring satisfaction while working from home.
Customer Support Specialist
Customer Support Specialist managing member inquiries and support tickets for Espresa's personal benefits platform. Ensuring service excellence across multiple channels while achieving specific performance targets.
Freelancer Assistenza Clienti – Nutrizione/Salute
Freelancer Customer Support assisting Italian customers in health and nutrition sector for SHEKO GmbH. Engage with customers through social media and community management.
Support Manager, Customer Experience
Support Manager leading customer experience initiatives for AI-powered gym management platform PushPress. Building systems and standards to enhance customer support functions.
Customer Service Representative
Customer Service Representative in e-learning engaging with veterans and ensuring satisfaction through inquiries and support. Remote work from anywhere in the United States, emphasizing effective communication.
Overnight Sales and Customer Service Representative
Customer Service Representative focusing on fielding inquiries via various communication channels. Engaging with customers to resolve issues and meet sales objectives while creating a positive experience.
Customer Service Representative – Administration, Finance
Inhouse Consultant for Infoma ERP providing financial software support and customer service. Engaging with users to improve their experience and resolve inquiries effectively.
Digital Customer Experience Manager
Digital Customer Experience Manager enhancing customer relations and pursuing strategic revenue opportunities. Responsible for business development through product and market innovation in a remote work environment.
Customer Service Representative – Administration, Finance
As Inhouse Consultant for Infoma ERP, support users in financial accounting. Analyze customer inquiries and provide solutions while ensuring a quality service experience.
Bilingual Customer Service Advocate, Russian
Customer Care professional resolving inquiries for Centene's 28 million members and providers. Focused on providing accurate and timely personalized support via various communication channels.