Customer Support Specialist — Impact & Feedback

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

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