Customer Support Specialist
Hi! I’m the Customer Success Director at Builder Prime, a growing B2B SaaS startup helping home improvement companies grow their businesses. We’re a small early-stage company. We are profitable and rapidly growing. We are looking to make our next strategic hire to support and further accelerate our growth.
We put a ton of attention and hard work into our product, and we’ve built the absolute best platform out there for home improvement contractors. Our customers love our software and the support they receive from us. Check out our reviews on Capterra and Facebook to see what some of our customers are saying about us.
This is a full-time position that is 100% remote though we do offer some periodic travel to meet in person. All regular company meetings and job duties will be online, over the phone, and on Zoom.
Why YOU Should Apply
This is a unique opportunity to work with a software startup company that is still at a relatively early stage. We are profitable, growing rapidly, and have exciting plans to further accelerate our growth. It’s OK if you haven’t been in a position exactly like this before. In this position, you will learn what it takes to build and scale a successful company and use that to grow in your role here.
You will be working directly with me and alongside the broader Customer Success team. As a key member of our team, you will be the friendly voice and helping hand that customers rely on. You'll have the opportunity to engage with clients, troubleshoot technical issues, and be the face of Builder Prime’s world-class support. Your interactions will help to influence and make real change, and you’ll see the results of those changes immediately. You will learn what it takes to build a software product that actually makes a huge difference for the businesses we serve, and that people love to use every single day.
What you’ll do
- Become a master user of Builder Prime software
- Provide thoughtful and empathetic support to customers with varying technological fluencies via email, live chat, phone calls, and video
- Diagnose and troubleshoot technical issues
- Answer product, account, and billing-related questions
- Advocate for ways to improve the customer experience in our product and our processes
- Cross-functional project work that may include: developing product help desk resources such as documentation, infographics, video, or personalized tutorials, as well as other projects that would benefit our customers and the Builder Prime team.
Who you are
- You are empathetic and a great listener.
- You are a clear communicator–strong written and verbal communication skills are a must.
- You’ve got a strong sense of ownership and seek opportunities to proactively address problems before they escalate.
- You are passionate about delivering exceptional customer service and a customer-centric mindset.
- You strive to delight customers in every interaction.
- You are an educator–not necessarily formally or by trade–but you have a knack for distilling down complex ideas into smaller digestible pieces so that others can easily understand.
- You work well on a team. Collaboration is key, and world-class support requires context sharing, seamless handoff, escalation, delegation, and asking for help when needed.
Requirements
In this role, you will need to take ownership of inbound support tickets, emails, and phone calls. This is an individual contributor role and you will be given all of the tools and support to be successful without being told what to do every step of the way. If this appeals to you, then this may be the perfect position for you.
Here are some other qualifications that would make this role a good fit for you:
- Proven experience in a customer support or customer service management role. Prior experience using CRM software is a plus, but not essential.
- Home improvement industry experience or knowledge is a huge plus, but certainly not required.
- You have a reliable and fast internet connection.
- You demonstrate friendliness and empathy when conversing with customers and other people, and can relate well to a variety of different people.
- You have a solid understanding of customer support metrics and best practices.
- You are comfortable proclaiming that you are tech-savvy. You don’t need to be a developer, but you should be able to learn how to use new software products quickly and deeply.
- You are able to articulate how technology solutions can improve lives and improve businesses.
- You have very strong organizational skills and the ability to manage multiple customer inquiries simultaneously.
- You have excellent written and verbal communication.
We can’t wait to work with you and build something truly amazing together!
Builder Prime asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact Builder Prime directly.