Customer Support Specialist

Upcodes, Inc.; United States; Remote; USD 52,000 - 66,000; Full time

Job summary

UpCodes, a SaaS platform for building codes and compliance, is seeking a Customer Support Specialist to help users maximize the value of the product. This full-time role involves guiding customers through the platform via phone, live chat, and email, and acting as a bridge between users and our product team.

The ideal candidate communicates clearly, stays organized, and quickly learns new SaaS tools. You will work closely with Product, Content, and engineering to resolve questions, document

Qualifications

• 2–4 years in a customer-facing role.
• Fluent with cloud-based tools like Google Workspace and Slack.
• Experience with subscription management platforms (Chargebee a plus).
• Strong organizational skills and attention to detail.
• Excellent communication and customer advocacy.
• Willingness to learn and grow with product and processes.

Responsibilities

• Own support channels: phone, live chat, and email.
• Collaborate with Product, Content, and building-code teams to resolve questions.
• Troubleshoot and report bugs to Engineering.
• Advocate for customers and feed back to roadmap.
• Improve internal docs and expand external knowledge base.

Skills

Customer-facing experience

Organized and detail-oriented

Excellent communicator

Adaptability with SaaS tools

Tools

Chargebee

Google Workspace

Slack

Job description

ABOUT US

Trusted by 800,000 monthly active users, UpCodes (YC S17) is a comprehensive compliance and product research platform that accelerates design to construction in the AEC space. The construction industry suffers from unnecessary costs and complexity; every year billions of dollars are wasted on rework. We’re committed to delivering easy-to-use tools that help designers and builders spend less time finding the right compliance and product resources and more time doing what they love — designing and building. We make a real world tangible impact on the lives of our users and their work of constructing our homes, schools, hospitals, and offices.

ABOUT THE ROLE

We are seeking an exceptionally organized and empathetic Customer Support Specialist to help UpCodes users utilize the platform to its fullest potential. As our full-time support team member, you will have unique insight into user challenges and be able to contribute meaningfully to internal discussions on product enhancements. We work closely with our community, and this role will be a pivotal bridge between our team and the end user.

WHAT YOU'LL DO

• Help our users get the most out of UpCodes by running point on the support phone line, live chat, and email inbox.

• Work closely with our Product, Content, and in-house building-code expert teams to answer user questions, address challenges, and share feedback.

• Troubleshoot and report potential bugs to the Engineering team.

• Serve as a customer advocate and regularly share customer feedback internally to inform product roadmap and strategy.

• Continually improve internal support documentation and processes, and also take the lead on expanding our external knowledge base.

THE IDEAL CANDIDATE

• Minimum 2–4 years of experience in a customer-facing role.

• Fluent in modern, cloud-based work tools (e.g., Google Workspace, Slack, etc.) and comfortable learning and adopting new SaaS tools quickly.

• Comfortable working with technical subscription management, billing, and customer account tools. Experience with Chargebee or a similar platform is a plus.

• Extremely organized and detail-oriented.

• A fantastic communicator and conversationalist.

• A strong desire and willingness to learn and build as our product and processes evolve.

• A good sense of humor and a down-to-earth personality.

• A hustling mentality — no ask should be too small or too big. We’re looking for someone who understands that small tasks can have a huge impact.