THE COMPANY

Builder Prime is revolutionizing the home improvement industry. Our all-in-one business management solution seamlessly integrates CRM, estimating, production management, payments, reporting and more. Businesses can now operate more efficiently, win more jobs and achieve growth goals while delivering a stellar customer experience from lead to referral.

Our dedicated team is the driving force behind our success. We are continuously seeking dynamic individuals who are ready to foster a culture of growth, creativity, and collaboration. Are you ready to be a pivotal part of a team where your contributions don’t just shape the company but also shape the industry? Join us!

THE ROLE

This is a remote-friendly position open to candidates in the Mountain & Pacific Time Zone in states where we already have Builder Prime employees. The specific states we are targeting include: California, Colorado, Idaho, Oregon, Utah, Washington.

We are seeking a Customer Support Specialist to join us and take Builder Prime’s customer success to the next level. Your role will report to Terry Gleckler and will work with a team of 3 on the Customer Support Team. You will be a vital part of helping us grow business operations and will be relied upon for your organization, attention to detail, and strategic thinking.

THE DAY-TO-DAY

• Technical Solutions: Become a master user of Builder Prime software. Diagnose and troubleshoot technical issues.

• Support Ticket Resolution: Provide thoughtful and empathetic support to customers with varying technological fluencies via email, live chat, phone calls, and video. Answer product, account, and billing related questions.
  

• Triage Issues/Escalations: Take ownership over inbound support tickets, emails, and phone calls.

• Knowledge Base Management: Developing product help desk resources such as documentation, infographics, video, or personalized tutorials.

• CSAT: Advocate for ways to improve the customer experience in our product and our processes.

THE MUST-HAVES

• Some experience in customer success at a software company, preferably at a high-growth startup.

• Strong business acumen, highly analytical and data-driven, with experience in driving toward ROI on partnership initiatives (goal and KPI-driven mindset).

• Empathetic and a great listener with a passion for delivering exceptional customer service.

• Excellent communication, presentation, negotiation, and relationship-building skills, with the ability to build and maintain relationships with internal and external stakeholders.

• Strong organizational skills with attention to detail, can prioritize a dynamic workload, and successfully handle multiple deadlines with a busy schedule.

• Ability to thrive in a fast paced, rapidly changing environment - move quickly, think strategically, identify opportunities, and excel at tactical execution.

• Adept at using Google Suite, Slack, and CRM software. You are comfortable proclaiming that you are tech savvy. You don’t need to be a developer, but you should be able to learn how to use new software products quickly and deeply.

• Self-starter. You can work on multiple projects with many stakeholders at the same time. You take ownership, sweat the details and see projects through to the end with little/no support needed.

• Willingness and ability to travel occasionally (1-2 times per year)

• Ability to work a continuous work block & schedule, limited flexibility during the day due to company customer service hours

THE NICE-TO-HAVES

• Knowledge or experience in the home improvement industry.

• Strong understanding of business management CRM software and its application in improving business processes.

THE BENEFITS

• Medical, dental, vision

• 401k plan with matching contributions

• Access to Health Savings Account (HSA) for eligible plans

• Medical and Dependent Care Flexible Spending Account (FSA)

• Employer-paid Life and Short-Term Disability Insurance

• Paid Time Off
  

PLUS…

• Room to Grow: We LOVE to promote from within. Show us your best stuff, and you’ll have ample opportunity to grow and advance.

• Flexible Work Arrangements: We are currently a mix of hybrid and fully remote roles across multiple time zones to support work-life balance.

• We Hate Red Tape: We never restrict our team’s creativity, so you’ll have the freedom to experiment and test out new ideas. At Builder Prime, “Iterate To Innovate” is a foundational philosophy.

• Strong Culture: Through the use of platforms like Bonusly, the Coffee Chat slack app, and other events and initiatives (both virtual and in-person), we strive to make work both a place where you can do the best work of your career AND have fun. There is no reason it can't be both!

This position will pay a base salary of $55,000-$65,000, depending on experience and location.