Key Responsibilities
Front-Line Customer Support
- Serve as the first point of contact for customer inquiries via phone, email, and virtual meetings
- Troubleshoot and resolve customer issues in a timely, professional manner
- Escalate complex issues to the Sr. Customer Support Manager when necessary
- Maintain clear, consistent communication with customers throughout the resolution process
Bug Tracking & Product Feedback
- Log bugs, issues, and feature requests accurately and clearly
- Communicate customer-reported bugs to the development team
- Provide additional context and customer impact details to support prioritization
Customer Insights & Support Operations
- Identify recurring issues and customer pain points
- Contribute feedback to the Pain/Prevalence Matrix owned by the Sr. Customer Support Manager
- Support documentation creation and updates (FAQs, internal guides, onboarding materials)
- Assist the Customer Success team as needed to improve retention and satisfaction
Qualifications & Skills
- Strong customer service and communication skills
- Comfortable supporting customers via phone, email, and video calls
- Ability to learn and explain technical concepts clearly
- Detail-oriented with strong documentation skills
- Collaborative mindset and willingness to work cross-functionally
- Experience in SaaS customer support or onboarding preferred
Success Metrics
- Customer satisfaction and response time
- Successful onboarding completion for new Buildr customers
- Accuracy and quality of bug reporting
- Contribution to improved support processes and customer experience
Additional Details
- If hired you will be a part-time, invoicing contractor with roughly 15 to 20 hours of work per week
- Not benefits eligible
