Customer Operations & Support Specialist

Fieldwire

1d•Remote

About The Position

Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry - and beyond. A premiere purveyor of industry-leading construction tools and jobsite software solutions, Hilti empowers construction professionals throughout the project lifecycle. Fieldwire, a Hilti Group Company, is a San Francisco-based construction management software used on over 1 million projects worldwide. We’re building a field and project management platform that reflects our obsession with improving the way construction teams work together, providing operational excellence for a $10 Trillion/year industry. With an exceptional product market fit, we’re delivering a superior, easy-to-use web and mobile app that’s driven by the voice of our customers. We enable fluid communication between the office and jobsite, along with real-time coordination of information and labor at-scale on some of the largest construction projects in the world. Our mobile app has a five-star rating with thousands of customer reviews. In November 2021, we were acquired by Hilti for $300M. Firmly aligned with their mission to be the construction industry’s most trusted productivity partner, Fieldwire has already transformed the way thousands of companies across the globe are working together, and we’re growing faster than ever. We're looking for talented, driven people to join our team in [relevant region] to provide best-in-class service to our rapidly-expanding customer base. 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, and 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, while systematically improving our product and support resources. Plugging into innovative systems for issue, feedback, and help content-improvement tracking, you’ll interface directly with our product, engineering, sales, success, marketing, and internal operations teams to champion the voice of the customer and develop new processes, automations, and customer outreach programs. Reporting to our most relevant regional Manager of Customer Operations & Support, with leadership from our Senior Director of Global Operations & Support (remote, San Francisco based), you’ll have a wealth of tactical resources and managerial support to develop your skills in troubleshooting, bug reporting, sales operations, AI tooling, and more. Taking as much pride in “owning the inbox” as onboarding new customers and creating the next great how-to guide that helps us work “smarter, not harder”, your verbal and written communication skills will flourish if you’re up to the challenge. If you: Excel at customer service, developing help content, and/or executing back office operations Are intrigued by or experienced in helping people revolutionize how construction projects are managed Are excited to work cross-functionally and with the newest AI tools to solve customer issues at their root causes with a fully remote team …we’d love to meet you!

Requirements

Second language fluency: Spanish or French
Ability to work 8am-5pm PST, Monday - Friday, with occasional (3-4x per year) weekend inboxing coverage
1-2 years of Customer Support, Success, Account Management, or other relevant customer-facing experience, preferably but not required to be in the SaaS industry
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; experience and/or interest in working on a remote team
Sense of personal responsibility and can-do attitude; creative problem solver who asks for help as readily as they give it
Great to work with (ambitious and committed, humble and fun); a desire to learn in a dynamic startup environment and grow your career with us for the long term

Nice To Haves

Prior experience with Zendesk, Salesforce, and/or equivalent digital Support and CRM platforms
Proven experience creating issues in Jira and internal documentation in Confluence, or similar software
Experience developing and maintaining customer-facing and/or internal docs
Experience contributing to internal process development and/or account management
Previous experience in or knowledge of the construction industry
Experience with using AI tools in a Support context

Responsibilities

Master the Fieldwire product; answer inbound phone calls, emails, and messages, persistently driving each issue to resolution
Triage and troubleshoot account management, customer education, and technical support issues; follow and improve upon our bug, product improvement, and feature-request reporting procedures
Execute customer trainings for the purpose of successfully onboarding new customers and retrainings to help customers get back to using Fieldwire on their projects day-to-day
Update existing knowledge base articles, ticket macros, setup guides, and instructional videos
Leverage our newest and latest AI Assistants, while helping us create and scale net-new processes for prompt engineering, source content improvements, and quality assurance
Contribute to the execution of cross-functional projects with product, engineering, marketing, sales, and success teams that champion the voice of the customer and deliver new processes, automations, and customer outreach programs
Execute basic back office account operations tasks, including premium account set up