Customer Support Specialist
United StatesJob Description
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About the Role
We are seeking an exceptionally organized and empathetic Customer Support Specialist to help UpCodes users utilize the platform to its fullest potential. As our full-time support team member, you will have a unique insight into user challenges and will be able to contribute meaningfully to internal discussions around product enhancements. We work closely with our community, and this role will be a pivotal bridge between our team and the end user.
The ideal candidate believes in delivering an above-and-beyond, fundamental human support experience. You enjoy learning about new technical domains and are a problem solver who can dig deep but also knows when to ask for help to uncover solutions. You’re a great communicator and are eager to help our users navigate the platform so they can build affordably, quickly, and enjoyably.
What You'll Do
Help our users get the most out of UpCodes by running point on the support phone line, live chat, and email inbox.
Work closely with our Product, Content, and in-house building codes expert teams to answer user questions, solve any challenges, and share feedback.
Troubleshoot and report potential bugs to the Engineering team.
Serve as a customer advocate and regularly share customer feedback internally to inform product roadmap and strategy.
Continually improve internal support documentation and processes, and also take the lead on expanding our external knowledge base.
The Ideal Candidate
Minimum 2-4 years of experience in a customer-facing role.
Fluent in modern, cloud-based work tools (e.g., Google Workspace, Slack, Notion, etc.) — comfortable learning and adopting new SaaS tools quickly
Extremely organized and detail-oriented person.
Fantastic communicator and conversationalist.
A strong desire and willingness to learn and build as our product and processes evolve.
A good sense of humor and a down-to-earth personality.
A hustling mentality, no ask should be too small or too big — we are looking for someone who understands that small tasks have a huge impact.
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