Customer Support Specialist

Onblueprint; California (MO); Remote; USD 55,000 - 65,000; Full time

Job summary

A leading company in the home improvement industry is seeking a Customer Support Specialist to enhance customer success. This remote-friendly role involves resolving technical issues, managing support tickets, and advocating for customer experience improvements. Ideal candidates will have a background in customer success, strong analytical skills, and excellent communication abilities. Join a dynamic team that values creativity and growth, with ample opportunities for advancement.

Benefits

Medical, dental, vision

401k plan with matching contributions

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Employer-paid Life Insurance

Paid Time Off

Room to Grow

Flexible Work Arrangements

Strong Culture

Qualifications

• Some experience in customer success at a software company.
• Strong business acumen, highly analytical and data-driven.
• Excellent communication and relationship-building skills.

Responsibilities

• Diagnose and troubleshoot technical issues.
• Provide thoughtful support via email, chat, and phone.
• Develop product help desk resources.

Skills

Analytical

Empathy

Communication

Organization

Tech Savvy

Tools

Google Suite

CRM Software

Slack

Job description

THE COMPANY

Builder Prime is revolutionizing the home improvement industry. Our all-in-one business management solution seamlessly integrates CRM, estimating, production management, payments, reporting and more. Businesses can now operate more efficiently, win more jobs and achieve growth goals while delivering a stellar customer experience from lead to referral.

Our dedicated team is the driving force behind our success. We are continuously seeking dynamic individuals who are ready to foster a culture of growth, creativity, and collaboration. Are you ready to be a pivotal part of a team where your contributions don’t just shape the company but also shape the industry? Join us!

THE ROLE

This is a remote-friendly position open to candidates in the Mountain & Pacific Time Zone in states where we already have Builder Prime employees. The specific states we are targeting include: California, Colorado, Idaho, Oregon, Utah, Washington.

We are seeking a Customer Support Specialist to join us and take Builder Prime’s customer success to the next level. Your role will report to Terry Gleckler and will work with a team of 3 on the Customer Support Team. You will be a vital part of helping us grow business operations and will be relied upon for your organization, attention to detail, and strategic thinking.

THE DAY-TO-DAY

• Technical Solutions: Become a master user of Builder Prime software. Diagnose and troubleshoot technical issues.

• Support Ticket Resolution: Provide thoughtful and empathetic support to customers with varying technological fluencies via email, live chat, phone calls, and video. Answer product, account, and billing related questions.
  

• Triage Issues/Escalations: Take ownership over inbound support tickets, emails, and phone calls.

• Knowledge Base Management: Developing product help desk resources such as documentation, infographics, video, or personalized tutorials.

• CSAT: Advocate for ways to improve the customer experience in our product and our processes.

THE MUST-HAVES

• Some experience in customer success at a software company, preferably at a high-growth startup.

• Strong business acumen, highly analytical and data-driven, with experience in driving toward ROI on partnership initiatives (goal and KPI-driven mindset).

• Empathetic and a great listener with a passion for delivering exceptional customer service.

• Excellent communication, presentation, negotiation, and relationship-building skills, with the ability to build and maintain relationships with internal and external stakeholders.

• Strong organizational skills with attention to detail, can prioritize a dynamic workload, and successfully handle multiple deadlines with a busy schedule.

• Ability to thrive in a fast paced, rapidly changing environment - move quickly, think strategically, identify opportunities, and excel at tactical execution.

• Adept at using Google Suite, Slack, and CRM software. 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.

• Self-starter. You can work on multiple projects with many stakeholders at the same time. You take ownership, sweat the details and see projects through to the end with little/no support needed.

• Willingness and ability to travel occasionally (1-2 times per year)

• Ability to work a continuous work block & schedule, limited flexibility during the day due to company customer service hours

THE NICE-TO-HAVES

• Knowledge or experience in the home improvement industry.

• Strong understanding of business management CRM software and its application in improving business processes.

THE BENEFITS

• Medical, dental, vision

• 401k plan with matching contributions

• Access to Health Savings Account (HSA) for eligible plans

• Medical and Dependent Care Flexible Spending Account (FSA)

• Employer-paid Life and Short-Term Disability Insurance

• Paid Time Off
  

PLUS…

• Room to Grow: We LOVE to promote from within. Show us your best stuff, and you’ll have ample opportunity to grow and advance.

• Flexible Work Arrangements: We are currently a mix of hybrid and fully remote roles across multiple time zones to support work-life balance.

• We Hate Red Tape: We never restrict our team’s creativity, so you’ll have the freedom to experiment and test out new ideas. At Builder Prime, “Iterate To Innovate” is a foundational philosophy.

• Strong Culture: Through the use of platforms like Bonusly, the Coffee Chat slack app, and other events and initiatives (both virtual and in-person), we strive to make work both a place where you can do the best work of your career AND have fun. There is no reason it can't be both!

This position will pay a base salary of $55,000-$65,000, depending on experience and location.