Customer Support Specialist

• Run point on the support phone line, live chat, and email inbox
• Help users get the most out of the UpCodes platform
• Work closely with Product, Content, and in-house building-code expert teams to answer user questions and address challenges
• Share customer feedback with internal teams
• Troubleshoot and report potential bugs to the Engineering team
• Serve as a customer advocate and inform product roadmap and strategy
• Improve internal support documentation and processes
• Lead expansion of the external knowledge base

• Minimum 2–4 years of experience in a customer-facing role
• Fluent in modern, cloud-based work tools, such as Google Workspace and Slack
• Comfortable learning and adopting new SaaS tools quickly
• Comfortable working with technical subscription management, billing, and customer account tools
• Experience with Chargebee or a similar platform is a plus
• Extremely organized and detail-oriented
• Fantastic communicator and conversationalist
• Strong desire and willingness to learn and build as the product and processes evolve
• Good sense of humor and down-to-earth personality
• Hustling mentality and willingness to handle tasks of all sizes
• Must be based in North or South America

• Equity
• Competitive salary
• Benefits
• Potential for growth over time
• Remote work