Customer Operations & Support Specialist

Who are we looking for?

As a Customer Operations & Support Specialist, your objective is to ensure our customers get the most out of Fieldwire by answering their questions about our platform, executing repeatable back office operations tasks to set up premium subscription contracts and accounts, and creating how-to articles and onboarding guides in our customer-facing knowledge base.

You’ll join a tight-knit team that will challenge you to answer inbound questions from customers and colleagues at the highest level of quality, while systematically improving our product and support resources. Plugging into innovative systems for issue, feedback, and help content-improvement tracking, you’ll interface directly with our product, engineering, sales, success, and internal operations teams to champion the voice of the customer and develop new processes, automations, and customer outreach programs. 

Reporting to our most relevant regional Lead/Manager of Customer Operations & Support, with leadership from our Senior Director of Global Operations & Support, you’ll have a wealth of tactical resources and managerial support to develop your skills in troubleshooting, bug reporting, sales operations, and more. Taking as much pride in “owning the inbox” as setting up new accounts, onboarding new customers, and creating the next great how-to guide that helps us work “smarter, not harder”, your verbal and written communication skills will flourish, if you’re up to the challenge.

If you’re experienced in customer service, developing help content, and/or executing back office operations; passionate about helping people revolutionize how construction projects are managed; and excited to work cross-functionally to solve customer issues at their root causes, we’d love to meet you!

What you’ll be doing

Fieldwire’s core mission is a proven competitive advantage: be the most customer-success driven company with the most intuitive App in Construction Tech. To execute that mission, our Customer Operations & Support Team owns direct communication channels with our existing and potential new customers (email, phone, chat, and messaging), authoring and localizing our user-facing Knowledge base, direct customer onboardings and webinars for small and self-serve accounts, and high-volume internal account operations processes (creating subscription orders and invoice management, back office premium account procurement, etc.).

Your primary 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 iterate on bug, product improvement, and feature-request reporting procedures
• Update existing knowledge base articles, setup guides, and instructional videos
• Create and deliver administrator and end user trainings that successfully onboard new customers
• Execute basic account operations tasks, configuring custom contracts for our sales team and their customers, and performing account set up plus various other backoffice admin processes
• 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

Required skills and experience

• 1-3 years of Customer Support, Success, Account Management, or other relevant customer-facing experience, preferably but not required to be in the SaaS industry
• Must be able and willing to work from 8am-5pm Pacific Time (However, the applicant does not need to be located in Pacific Timezone)
• Articulate, effective written and verbal communication skills
• Positivity, empathy, and patience in both internal and external interactions
• Strong time management skills; experience and/or interest in working on a remote team
• Owner mentality 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); desire to learn in a dynamic startup environment and grow your career with us for the long term

Not required, but nice to have! 

• Second language fluency: Spanish is highly preferred! 
• 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

Benefits

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

Compensation

Total annualized cash compensation for a Customer Operations & Support Specialist ranges from $50,000 - $60,000 including annual bonus potential.

The salary range represents the low and high end of the salary range for this job in the US. Minimums and Maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors such as your skills, qualifications and experience. In addition to the salary you will be eligible for an annual corporate performance bonus with a potential of 20% of this base salary, depending on attainment.

What is Hilti?

Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating solutions that build a better future. Where there is pride and a sense of belonging across our 120 locations, carrying right into our lives and homes. Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers.

What is Fieldwire?

Fieldwire, a Hilti Group Company, is a San Francisco-based construction management software used on over 1 million projects worldwide. We’re building a field and project management platform that reflects our obsession with improving the way construction teams work together, providing operational excellence for a $10 Trillion/year industry. 

With an exceptional product market fit, we’re delivering a superior, easy-to-use web and mobile app that’s driven by the voice of our customers. We enable fluid communication between the office and jobsite, along with real-time coordination of information and labor at-scale on some of the largest construction projects in the world. Our mobile app has a five-star rating with thousands of customer reviews. 

In November 2021, we were acquired by Hilti for $300M. Firmly aligned with their mission to be the construction industry’s most trusted productivity partner, Fieldwire has already transformed the way thousands of companies across the globe are working together, and we’re growing faster than ever. We’ re looking for smart, talented people to join our team in [relevant region] to provide best-in-class service to our rapidly-expanding customer base. 

Where is the job located?

This role is based remotely within the United States. Our headquarters are based in beautiful San Francisco and our office is centrally located right off of Embarcadero Bart station.

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Fieldwire is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other characteristic protected by law.