What You'll Do

• Deliver exceptional customer support across email, chat, and phone channels, resolving technical issues and providing expert product guidance
• Oversee account setup and user management to support frictionless onboarding for new customers and prospects
• Build and maintain a comprehensive knowledge base and help center that empowers customers to self-serve
• Partner with Product and Engineering teams to advocate for customer needs, surface feedback, and influence product roadmap priorities
• Collaborate with Product and CS to communicate feature releases and product updates to customers
• Design and manage in-app product walkthroughs that drive feature adoption for both new and existing functionality
• Drive customer engagement and product adoption to support successful contract renewals
• Own the HubSpot ticketing system, maintaining service level agreements and achieving support performance targets
• Monitor and triage support tickets, ensuring prompt resolution and proper escalation when needed

Skills & Experience

• +1 years of experience in customer support, customer success, or account management roles
• Strong written and verbal communication skills with attention to detail
• Technical aptitude and ability to learn software products quickly
• Problem-solving mindset with a proactive approach to customer challenges
• Experience with CRM systems and support ticketing platforms
• Comfortable working with customers in a B2B technical environment
• Highly organized with ability to manage multiple priorities and customers simultaneously
• Bonus: Familiarity with construction, steel fabrication, or industrial software



Our Values

• Focus on What Matters. Prioritize high-impact actions aligned with our mission and OKRs.
• Own the Outcomes. Embrace single-threaded ownership and drive meaningful outcomes by taking full responsibility for your actions and contributions.
• Be Bold, Iterate Fast. Take calculated risks and rapidly experiment to learn and innovate.
• Earn Trust. Empower Others. Seek to raise your team's average by fostering honesty, integrity, and collaboration while ensuring world-class quality.