[Hiring] Support Specialist @Kojo

Role Description

We're looking for a Level 2 Support Agent who takes genuine pride in being fast and accurate on known problems, and has the analytical instincts to work through the new ones. You'll own a queue of 30–40+ tickets a day from specialty contractors and subs across the country, sitting at the center of how Kojo's customers experience the product every day.

The quick cadence can be overwhelming and much of the work is repetitive by design, but the opportunity for impact is clear. Our team of agents who thrive here take genuine pride in being the fastest, most accurate person on a known problem, and we’re looking for another teammate to join us on our mission to make it faster, easier and more sustainable to build the world around us.

About the Role

This role will include:

• Owning 30–40 customer cases per day across email, chat, and occasional phone or video (roughly 150 customer interactions per week).
• Investigating workflow and product issues by reproducing steps, reviewing customer activity in-app, and consulting Zendesk history, Slack, Jira tickets, and Notion runbooks before going back to the customer.
• Diagnosing common issues such as ERP sync gaps (Spectrum, Sage 300 CRE, NetSuite), SSO redirect loops after domain migrations, AI Scanning failures on vendor invoices, and quantity discrepancies between the field and the system.
• Triaging potential bugs and escalating to Technical Support and Engineering with clean repro steps, documentation, and a filed Jira ticket.
• Exercising sound judgment about what to escalate, what to loop a CSM into, and what to own end-to-end.
• Owning tickets through to resolution with proactive customer communication and clear status updates.
• Maintaining SLAs, queue health, ticket tagging, status hygiene, and end-of-day handoffs.
• Spotting trends across tickets and flagging them to Support Leadership and Product to address root causes, not just symptoms.
• Activity is measured by response time, resolution time, CSAT, and reopen rate.

Qualifications

• 2–4 years in a high-volume customer support role (25+ tickets/day sustained).
• Independent technical troubleshooting in SaaS, IT, or integrations.
• Time-sensitive customer work in an environment where a delayed reply has real consequences.
• Remote work under SLA targets, throughput tracking, and online-status visibility.
• A real, describable system for managing 15–30 open threads at once.
• Clear, warm written communication under time pressure.
• Construction-tech, procurement, or supply-chain experience is a plus but not required.

Requirements

• Driven and motivated by a challenge.
• Experience working in high-volume environments.
• Ability to manage multiple open threads simultaneously.
• Strong analytical skills and attention to detail.
• Comfortable working independently and making judgment calls.

Benefits

• Eligible for a new hire equity grant.
• Full suite of perks and benefits for US-based full-time employees.
• Remote work from home across North and South America.