Customer Operations & Support Specialist

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What is Hilti?

Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry - and beyond. A premiere purveyor of industry-leading construction tools and jobsite software solutions, Hilti empowers construction professionals throughout the project lifecycle.

What is Fieldwire?

Fieldwire, a Hilti Group Company, is a San Francisco-based construction management software used on over 1 million projects worldwide. We’re building a field and project management platform that reflects our obsession with improving the way construction teams work together, providing operational excellence for a $10 Trillion/year industry.

With an exceptional product market fit, we’re delivering a superior, easy-to-use web and mobile app that’s driven by the voice of our customers. We enable fluid communication between the office and jobsite, along with real-time coordination of information and labor at-scale on some of the largest construction projects in the world. Our mobile app has a five-star rating with thousands of customer reviews.

In November 2021, we were acquired by Hilti for $300M. Firmly aligned with their mission to be the construction industry’s most trusted productivity partner, Fieldwire has already transformed the way thousands of companies across the globe are working together, and we’re growing faster than ever. We're looking for talented, driven people to join our team in [relevant region] to provide best-in-class service to our rapidly-expanding customer base.

Who are we looking for?

As a Customer Operations & Support Specialist, your objective is to ensure our customers get the most out of Fieldwire by answering their questions about our platform, assisting with back office operations tasks, creating how-to articles and onboarding guides in our customer-facing Knowledgebase, and delivering proactive customer trainings. You’ll join a tight-knit team that will challenge you to answer inbound questions from customers and colleagues at the highest level of quality, while systematically improving our product and support resources. Plugging into innovative systems for issue, feedback, and help content-improvement tracking, you’ll interface directly with our product, engineering, sales, success, marketing, and internal operations teams to champion the voice of the customer and develop new processes, automations, and customer outreach programs.

Reporting to our most relevant regional Manager of Customer Operations & Support, with leadership from our Senior Director of Global Operations & Support (remote, San Francisco based), you’ll have a wealth of tactical resources and managerial support to develop your skills in troubleshooting, bug reporting, sales operations, AI tooling, and more. Taking as much pride in “owning the inbox” as onboarding new customers and creating the next great how-to guide that helps us work “smarter, not harder”, your verbal and written communication skills will flourish if you’re up to the challenge.

If you:

• Excel at customer service, developing help content, and/or executing back office operations
• Are intrigued by or experienced in helping people revolutionize how construction projects are managed
• Are excited to work cross-functionally and with the newest AI tools to solve customer issues at their root causes with a fully remote team

…we’d love to meet you!

What you’ll be doing

Fieldwire’s core mission is a proven competitive advantage: be the most customer-success driven company with the most intuitive app in construction tech. To execute that mission, our Customer Operations & Support Team owns direct communication channels with our existing and potential new customers (email, phone, and chat), authoring and localizing our user-facing knowledgebase, direct customer onboardings and webinars for small and self-serve accounts, and internal account operations processes including subscription billing management.

Your primary responsibilities

• Master the Fieldwire product; answer inbound phone calls, emails, and messages, persistently driving each issue to resolution
• Triage and troubleshoot account management, customer education, and technical support issues; follow and improve upon our bug, product improvement, and feature-request reporting procedures
• Execute customer trainings for the purpose of successfully onboarding new customers and retrainings to help customers get back to using Fieldwire on their projects day-to-day
• Update existing knowledge base articles, ticket macros, setup guides, and instructional videos
• Leverage our newest and latest AI Assistants, while helping us create and scale net-new processes for prompt engineering, source content improvements, and quality assurance
• Contribute to the execution of cross-functional projects with product, engineering, marketing, sales, and success teams that champion the voice of the customer and deliver new processes, automations, and customer outreach programs
• Execute basic back office account operations tasks, including premium account set up

Required skills and experience

• Second language fluency: Spanish or French
• Ability to work 8am-5pm PST, Monday - Friday, with occasional (3-4x per year) weekend inboxing coverage
• 1-2 years of Customer Support, Success, Account Management, or other relevant customer-facing experience, preferably but not required to be in the SaaS industry
• Articulate, effective written and verbal communication skills
• Positivity, empathy, and patience in both internal and external interactions
• Strong time management skills and ability to work autonomously; experience and/or interest in working on a remote team
• Sense of personal responsibility and can-do attitude; creative problem solver who asks for help as readily as they give it
• Great to work with (ambitious and committed, humble and fun); a desire to learn in a dynamic startup environment and grow your career with us for the long term

Not required but nice to have

• Prior experience with Zendesk, Salesforce, and/or equivalent digital Support and CRM platforms
• Proven experience creating issues in Jira and internal documentation in Confluence, or similar software
• Experience developing and maintaining customer-facing and/or internal docs
• Experience contributing to internal process development and/or account management
• Previous experience in or knowledge of the construction industry
• Experience with using AI tools in a Support context

Benefits

• Competitive Salary
• Performance Bonus
• Medical/Dental/Vision Insurance
• 401k with company match after 1 year
• Generous PTO
• Fully remote flexibility and home office stipend
• Annual education stipend

Compensation

Total annualized cash compensation for a Customer Operations & Support Specialist ranges from $50,615.00 - $61,862.00 in addition to annual bonus potential.

The salary range represents the low and high end of the salary range for this job in the US. Minimums and Maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors such as your skills, qualifications and experience. In addition to the salary, you will be eligible for an annual corporate performance bonus with a potential of 30% of this base salary, depending on attainment.

Where is the job located?

This role is based remotely within the United States. Our headquarters are based in beautiful San Francisco and our office is centrally located right off of Embarcadero BART station.

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Fieldwire is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other characteristic protected by law.