Customer Support Specialist

About the role

Buildern is the #1 Construction Management Platform that helps residential and commercial builders control projects from estimating to financials in one place. We’re looking for a Customer Support Specialist who will be the go‑to person for customers needing help using Buildern.

Key responsibilities

• Address customer inquiries via live chat, email, and calls with empathy, clarity, and professionalism.
• Troubleshoot software‑related issues, replicate user‑reported bugs, and document scenarios clearly for the product team.
• Become a product expert who can guide customers through complex workflows with ease.
• Provide step‑by‑step guidance and support to help customers adopt and maximize Buildern.
• Collaborate with internal teams by sharing user feedback and advocating for improvements.
• Help build and improve internal and customer‑facing knowledge‑base articles.
• Proactively follow up with users to ensure their issues are fully resolved.
• Contribute to a positive team culture and help improve support processes.

Required profile

• Excellent communication skills in English (written and verbal), with a friendly and professional tone.
• 2+ years of experience in a customer‑facing role, preferably in SaaS, accounting, or tech support.
• Empathetic, patient, and confident in handling different personality types.
• Able to stay calm under pressure and manage multiple chats or tasks simultaneously.
• Quick learner with a passion for technology and problem‑solving.
• Strong analytical and troubleshooting skills.
• Familiarity with tools like Intercom, Excel, or Jira is a plus.
• Knowledge of the construction industry or project management software is a bonus.

Required skills

• Intercom
• Excel
• Jira