Customer Service Representative

Sledge; United States; Remote; USD 45,000 - 70,000; Full time

Benefits offered by this job

Fully remote

Flexible hours

Direct access to founders

Influence over support process

Job summary

Sledge is seeking a Customer Service Representative to be the first contact for beta users across phone, live chat, email, and more. You’ll triage questions, troubleshoot issues, and escalate bugs to engineering while communicating clearly during outages.

In this remote, startup-paced role, you’ll help keep response times fast and coordinate with Customer Success to prevent churn, all while direct access to the founding team and engineering is available.

Qualifications

• Hands-on customer support experience on a real product.
• Ability to manage support across phone, chat, and email.
• Comfort troubleshooting software issues without engineering help.

Responsibilities

• Be the first response for beta users across channels.
• Troubleshoot product issues and answer how-to questions.
• Escalate bugs to engineering with detailed context.
• Communicate outages clearly and keep users updated.
• Collect feedback and bug reports, track common issues.
• Maintain fast response times as volume grows.
• Collaborate with Customer Success to reduce churn risk.

Skills

Customer support

Multi-channel support

Clear communication

Troubleshooting software

Tools

Zendesk

Intercom

HubSpot Service Hub

Job description

About Sledge

From bid to build to paid. From the office to the field to the entire company. Sledge is Construction AI.Sledge is the agentic, AI-native operating system for construction, handling the busywork of running a construction business so builders can spend more time building and less time on paperwork. Built for subcontractors and small to mid-size general contractors, Sledge is already live with a growing group of beta users. Right now, when something breaks, users message a founder directly. This role is who they message instead.

About the role

Sledge is hiring a Customer Service Representative to be the first response when a beta user has a question, hits a bug, or gets stuck, across every channel Sledge supports: phone, live chat, email, and anywhere else a user reaches out. This role reports to the founders and works closely with Customer Success and engineering.This role is reactive, not proactive: Customer Success owns the relationship and the check-ins, this role owns what happens the moment something goes wrong. Beta users are running live projects in Sledge, so a slow or wrong answer has a real cost.

What you'll do

• Be the first response for beta user questions, bugs, and issues, so it's not falling on a founder
• Handle support across every channel: phone calls, live chat, email, and anywhere else a user reaches out
• Manage a call queue as call volume grows, keeping wait times reasonable
• Troubleshoot everyday product issues and answer how-to questions
• Escalate real bugs to engineering and QA with enough detail to actually act on
• Communicate clearly with users during outages or incidents, and keep them updated until it's resolved
• Collect and organize customer feedback alongside bug reports
• Keep response times fast, since beta users are actively running live projects in Sledge
• Track common issues and questions, and flag patterns worth fixing at the product level
• Work with Customer Success to make sure a support issue doesn't quietly turn into a churn risk

What we're looking for

Must-haves

• Required: hands-on customer support experience, on a real product
• Comfortable managing support across multiple channels at once: phone, chat, and email
• Comfortable troubleshooting software issues without an engineer standing over your shoulder
• Comfortable communicating clearly with users during an outage or incident, without causing panic
• A clear, patient, plain-language communicator, especially with non-technical users
• Comfortable moving at startup speed, without a big support team or a mature playbook

Nice-to-haves

• Experience with construction, trades, or a similar industry
• Experience with a support tool such as Zendesk, Intercom, or HubSpot Service Hub
• Experience at an early-stage startup
• Some technical background, enough to descr

Perks and benefits

• Fully remote, work from anywhere in the world
• Flexible hours, work when you're most productive
• Direct access to the founding team and engineering, no layers of management
• Real influence over Sledge's support process, built from the ground up
• Your fixes show up in the product fast, not stuck behind a big ticket queue

Equal opportunity

Sledge is an equal opportunity employer. Sledge welcomes applicants of every background and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected status.