Customer Support Specialist

UpCodes

Helping people build affordably, quickly, and enjoyably

ABOUT US

Trusted by 800,000 monthly active users, UpCodes (YC S17) is a comprehensive compliance and product research platform that accelerates design to construction in the AEC space. The construction industry suffers from unnecessary costs and complexity; every year billions of dollars are wasted on rework. We’re committed to delivering easy-to-use tools that help designers and builders spend less time finding the right compliance and product resources and more time doing what they love — designing and building. We make a real world tangible impact on the lives of our users and their work of constructing our homes, schools, hospitals, and offices.

ABOUT THE ROLE

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.

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.

WHAT YOU'LL DO

• You will help our users get the most out of UpCodes by taking lead on the support phone line, live chat, and email inbox. You will work closely with our Product, Content, and in-house building-code expert teams to answer user questions, address challenges, and share feedback. You will troubleshoot and report potential bugs to the Engineering team. You will serve as a customer advocate and regularly share customer feedback internally to inform product roadmap and strategy. You will continually improve internal support documentation and processes, and also take the lead on expanding our external knowledge base.

• THE IDEAL CANDIDATE

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

• VISA SPONSORSHIP

• Not Available