Support Specialist

Kojo; Mexico; Hybrid; MXN 240,000 - 360,000; Full time

Benefits offered by this job

Equity grant

Remote work 100%

Full benefits

Job summary

Kojo is seeking a Level 2 Support Agent to manage a high-volume queue of 30-40 tickets daily across email, chat, and occasional phone or video. You will investigate issues using logs and runbooks, coordinate with engineering and customer success, and own cases through resolution.

This remote role operates across North and South America, with SLA discipline, proactive communication, and a focus on root-cause analysis.

Qualifications

• 2-4 years in a high-volume customer support role (25+ tickets/day sustained).
• Independent troubleshooting in SaaS, IT, or integrations with logs and runbooks.
• Ability to manage time-sensitive work and maintain SLA targets.

Responsibilities

• Owning 30-40 customer cases per day across email, chat, and occasional phone/video.
• Investigating workflow and product issues using logs, dashboards, and runbooks.
• Diagnosing issues like ERP sync gaps, SSO redirects, and invoice scanning failures.
• Triaging bugs and escalating with clean repro steps and Jira tickets.
• Owning tickets through resolution with proactive customer updates.
• Maintaining queue health, tags, statuses, and end-of-day handoffs.
• Spotting trends and informing Support Leadership and Product teams.

Skills

High-volume support

SaaS troubleshooting

Technical logs

Remote work

Tools

Zendesk

Slack

Jira

Notion

Job description

About Kojo

It's time to build. Whether it's creating more housing, upgrading our infrastructure, or adapting to climate change, one thing is clear: the construction industry is at the center of solving our biggest problems. We’re making buildings cheaper and easier to build by transforming the way commercial construction companies buy their materials. Join us.

Founded in 2018, Kojo is now one of the fastest-growing construction technology companies in the world. Construction accounts for $10 trillion in global spend annually and we can’t live without its output - our roads, schools, hospitals, and offices. Despite this, there’s been very little innovation over the past 70 years in how materials - which constitute up to 40% of project costs - are bought and sold. This is our opportunity.

We're looking for a Level 2 Support Agent who takes genuine pride in being fast and accurate on known problems, and has the analytical instincts to work through the new ones. You'll own a queue of 30-40+ tickets a day from specialty contractors and subs across the country, sitting at the center of how Kojo's customers experience the product every day.

The quick cadence can be overwhelming and much of the work is repetitive by design, but the opportunity for impact is clear. Our team of agents who thrive here take genuine pride in being the fastest, most accurate person on a known problem, and we’re looking for another teammate to join us on our mission to make it faster, easier and more sustainable to build the world around us.

About the Role

In practice of our value of ‘transparency’ - this role is far from easy. The customers you’re working with are people under real deadline pressure: AP clerks closing the month, IT admins locked out after a domain migration, foremen on a job site replying one-handed. Some solutions will be found within the Kojo team, others will be escalated to the engineering team, and others will be sorted to our CSM team.

This role will include:

• Owning 30-40 customer cases per day across email, chat, and occasional phone or video[roughly 150 customer interactions per week]

• Investigating workflow and product issues by reproducing steps, reviewing customer activity in-app, and consulting Zendesk history, Slack, Jira tickets, and Notion runbooks before going back to the customer.

• Diagnosing common issues such as ERP sync gaps (Spectrum, Sage 300 CRE, NetSuite), SSO redirect loops after domain migrations, AI Scanning failures on vendor invoices, and quantity discrepancies between the field and the system.

• Triaging potential bugs and escalating to Technical Support and Engineering with clean repro steps, documentation, and a filed Jira ticket - and exercising sound judgment about what to elevate, what to loop a CSM into, and what to own end-to-end.

• Owning tickets through to resolution with proactive customer communication and clear status updates.

• Maintaining SLAs, queue health, ticket tagging, status hygiene, and end-of-day handoffs.

• Spotting trends across tickets and flagging them to Support Leadership and Product so we address root causes, not just symptoms.

• Activity is measured by response time, resolution time, CSAT, and reopen rate

About You

We’re looking for teammates who are driven and motivated by a challenge, not intimidated by one. Many of our customers are writing to you under real pressure, and it’s important that this Support Agent has experience working in high-volume environments where a slow reply costs someone real money — and most importantly, that that experience has sharpened you rather than burned you out.

We're also a measured team: response time, resolution time, CSAT, reopen rate, and online status are visible to your manager. We trust our people deeply, and we use the data to help everyone keep getting better. Our ideal candidate would rather spend 15 extra minutes finding the root cause than ship a deflection, and has a real, describable system for managing 20+ open threads simultaneously.

What you’ve accomplished:

• 2-4 years in a high-volume customer support role (25+ tickets/day sustained). Lower-volume backgrounds will be considered, and we'll want to understand how you've handled throughput jumps.

• Independent technical troubleshooting in SaaS, IT, or integrations — comfortable working from logs, dashboards, runbooks, and customer screenshots without an engineer holding your hand. T1 SaaS support, IT helpdesk with autonomy, NOC, or technical implementations all qualify.

• Time-sensitive customer work in an environment where a delayed reply has real consequences — AP/finance, healthcare scheduling, legal admin, logistics dispatch, or B2B SaaS support.

• Remote work under SLA targets, throughput tracking, and online-status visibility, with comfort treating that as part of the role.

• A real, describable system for managing 15-30 open threads at once — specific tags, queues, and daily review times you could walk us through on a Wednesday morning.

• Clear, warm written communication under time pressure — able to adapt tone to the audience (concise for a foreman, formal-but-human for an IT admin, warm-but-honest for an exhausted AP clerk) without ever putting blame on the customer.

• Construction-tech, procurement, or supply-chain experience is a plus but not required — the domain can be taught.

What you care about:

• Customer Obsession: You seek to understand customers’ pain. You know they're not always "right," but you always try to solve the root of their problems. You understand that what might be small things to us make a huge difference for them, and you go the extra mile to delight them.

• Accountability: You establish clear next steps and do what you say you'll do. You're motivated by having the space to make your best judgments about what should be done and how to do it. You are an owner of Kojo and act in its best interests.

• Intentional Communication: You communicate directly with compassion. You're thoughtful about what type of communication is necessary to achieve your goals expediently, and you listen with openness and curiosity.

Working at Kojo

Salary:Your salary will be dependent upon many factors, including your experience level, skillset, market dynamics and balancing internal equity relative to other Kojo employees. The compensation and benefits information that we provide is based on Kojo’s good-faith estimate as of the date of the job posting and may be modified in the future.

Benefits:This position is also eligible for a new hire equity grant and all US-based full time employees are eligible for our full suite of perks and benefits. For more information about our perks and benefits, check out https://www.usekojo.com/careers.

Location:Kojo’s team members work from home 100% of the time across North and South America. If applicable, we’ll identify the travel and/or location-specific requirements of a position in the text above. Otherwise, team members can expect to work business hours congruent with their local time zone and remotely.

Inclusive Workplace:Kojo values diverse perspectives and is committed to building an inclusive workplace. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we consider for employment qualified applicants with arrest and conviction records. We strongly encourage people from underrepresented groups to apply.