Customer Support Specialist

• 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 unique insight into user challenges and be able to contribute meaningfully to internal discussions on product enhancements
• We work closely with our community, and this role will be a pivotal bridge between our team and the end user
• 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-code expert teams to answer user questions, address 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

Benefits

• Health & Well-Being: Employer-sponsored medical, dental, vision, mental health, and 401k plans to stay happy and healthy.
• Home Office Setup: We want you to succeed here, so we will provide you with the gear you need to be productive.
• Flexible Time Off: Staying passionate and excited about your work is important for your success. This is why we offer 25 PTO days plus holidays off.
• Fully-Distributed Team: We are a fully remote team based out of North and South America, working across North American time zones.
• Flexible Hours: We want you to have autonomy and flexibility, so we encourage you to customize your schedule so you can do your best work.
• Meeting Up: We get the whole company together once a year so the team can create bonds that strengthen our culture and impact our work.

• 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
• 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 fantastic communicator and conversationalist
• Comfortable working with technical subscription management, billing, and customer account tools. Experience with Chargebee or a similar platform is a plus
• A hustling mentality — no ask should be too small or too big. We’re looking for someone who understands that small tasks can have a huge impact
• Extremely organized and detail-oriented
• Fluent in modern, cloud-based work tools (e.g., Google Workspace, Slack, etc.) and comfortable learning and adopting new SaaS tools quickly
• Minimum 2–4 years of experience in a customer-facing role