Buildout is looking for an Associate Product Support Specialist to join our Product Support team. In this role, you will troubleshoot and analyze customer emails and live chats to provide an effortless experience for users of our native products. Your curiosity and drive to help customers will be key as you dive into an ever-evolving platform.

What You'll Do

Deliver an exceptional customer experience through one-on-one interactions in the support email queue, live chat sessions, or phone calls.
Decide the most helpful communication method for the customer, such as sending Help Center articles, creating personalized visual instructions with GIFs or screenshots, transferring to live chat, or setting up screen-share sessions.
Collaborate with other departments including Product and Development on behalf of customers to resolve and escalate issues, gather feedback to improve the product, or QA new features.
Educate and empower customers to become more comfortable using the platform.
Contribute to Help Center documentation, share how-to's and best practices with the team, and proactively look for ways to improve processes.
Actively listen to customers to provide solutions which address their root problems.

What We're Looking For

Experience working in a customer-facing role and strong passion for making customers successful.
Excellent written and verbal communication skills with ability to explain complex topics to customers in a simple way.
Solutions-oriented by nature with the motivation to find issues and take the initiative to resolve them.
Strong time management and organization skills with the ability to manage and prioritize varied customer requests.
Adept at leveraging AI tools and methodologies for innovative problem-solving and enhanced decision-making.
Desire to learn and grow on the Product Support team, both deeper into the technical product knowledge or into leadership opportunities.

Nice to Have

Experience supporting SaaS products.
Experience with Jira, Intercom, or other customer support tools.
Experience working in a technical support role.

Team & Environment

You will report directly to Alan Giles, our Team Lead, Product Support.

Benefits & Compensation

Compensation: $48,000 - $55,000
Impactful insurance and benefit options, including 100% coverage of employee dental and vision insurance premiums, HSA seed, company-paid STD, LTD, life insurance, and telemedicine, and a wellness benefit of $400/year.
Policies that support a healthy work/life harmony, including Flexible PTO, 14 paid company holidays, paid parental leave, and give back days.
401(k) with 4% company match and immediate vesting.
A fully remote work culture with a monthly remote work reimbursement ($600/year) to support our distributed team and an annual, in-person company kickoff.
Challenging problems to solve with a committed and supportive team who are invested in your growth and development.
A wonderfully quirky culture where you’re encouraged to bring your whole self to work.

Work Mode

This is a remote-friendly position open to candidates in most of the US.

Buildout is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, marital status, order of protection status, citizenship status, or other applicable legally protected characteristics.