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

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

Customer Operations & Support Specialist

Key skills