About the job
Join a pioneering AI platform backed by Y-Combinator, transforming the HVAC, Plumbing, and Electrical industries. Our cutting-edge technology empowers technicians and customer representatives, enabling them to deliver superior service and enhance business profitability. With advanced AI features seamlessly integrated with platforms like ServiceTitan, we are leading the charge in revolutionizing service delivery in these essential sectors.
Key Responsibilities
- Develop and oversee support tickets for issues requiring follow-up, ensuring thorough documentation and resolution.
- Manage customer email communications, addressing inquiries and concerns swiftly and effectively.
- Provide valuable feedback and insights to elevate customer service quality and the overall customer experience.
- Identify recurring customer issues and collaborate with internal teams to implement effective process improvements.
- Track and report on key performance indicators (KPIs) related to customer satisfaction and support efficiency.
- Coordinate and oversee internal projects related to customer support and service delivery enhancements, ensuring timely execution and clear communication among stakeholders.
Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Proven experience in customer success, ticket management, and project coordination or management, ideally in the SaaS, home services, or technology sectors.
- Outstanding English communication skills, both written and verbal.
- Excellent organizational skills, with the ability to manage multiple customer inquiries, tickets, and follow-ups efficiently.
- Detail-oriented with a strong ability to create, assign, and track support tickets accurately through to resolution.
- Proficient in cross-functional collaboration and task completion.
- Familiarity with AI platforms and customer service tools is an advantage.
- Highly proactive, self-motivated, and able to work independently in a fast-paced environment.
Benefits
- Competitive salary range: $1,200 - $1,500/month (potential for higher based on experience)
- Full-time position (40 hours/week) in the Eastern Standard Time zone
- A supportive and collaborative work environment
- Opportunities for professional growth and development

