[Hiring] Customer Operations & Support Specialist @Fieldwire

Role Description

As a Customer Operations & Support Specialist, your objective is to ensure our customers get the most out of Fieldwire by:

• Answering their questions about our platform
• Assisting with back office operations tasks
• Creating how-to articles and onboarding guides in our customer-facing Knowledgebase
• Delivering proactive customer trainings

You’ll join a tight-knit team that will challenge you to:

• Answer inbound questions from customers and colleagues at the highest level of quality
• Systematically improve our product and support resources
• Interface directly with our product, engineering, sales, success, marketing, and internal operations teams

Your role will involve:

• Plugging into innovative systems for issue, feedback, and help content-improvement tracking
• Championing the voice of the customer
• Developing new processes, automations, and customer outreach programs

Qualifications

• Excel at customer service, developing help content, and/or executing back office operations
• Intrigued by or experienced in helping people revolutionize how construction projects are managed
• Excited to work cross-functionally and with the newest AI tools to solve customer issues

Requirements

• Second language fluency: Spanish or French
• Ability to work 8am-5pm PST, Monday - Friday, with occasional weekend inboxing coverage
• 1-2 years of Customer Support, Success, Account Management, or other relevant customer-facing experience
• Articulate, effective written and verbal communication skills
• Positivity, empathy, and patience in both internal and external interactions
• Strong time management skills and ability to work autonomously
• Sense of personal responsibility and can-do attitude
• Great to work with; a desire to learn in a dynamic startup environment

Benefits

• Competitive Salary
• Performance Bonus
• Medical/Dental/Vision Insurance
• 401k with company match after 1 year
• Generous PTO
• Fully remote flexibility and home office stipend
• Annual education stipend

Compensation

Total annualized cash compensation for a Customer Operations & Support Specialist ranges from $50,615.00 - $61,862.00 in addition to annual bonus potential.

The salary range represents the low and high end of the salary range for this job in the US. Minimums and Maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors such as your skills, qualifications and experience.

In addition to the salary, you will be eligible for an annual corporate performance bonus with a potential of 30% of this base salary, depending on attainment.

Location

This role is based remotely within the United States. Our headquarters are based in beautiful San Francisco.

Equal Opportunity Employer

Fieldwire is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other characteristic protected by law.