Customer Operations & Support Specialist at Fieldwire

📋 Description

• Master the Fieldwire product; answer inbound calls, emails, and chats; drive issues to resolution.
• Triage and troubleshoot account management, education, and tech support issues; report bugs.
• Deliver customer trainings for onboarding and retraining to drive daily Fieldwire use.
• Update knowledge base articles, ticket macros, setup guides, and instructional videos.
• Collaborate with product, engineering, marketing, sales, and success teams to improve processes.
• Support back office tasks, including premium account setup.

🎯 Requirements

• Second language fluency: Spanish or French
• Work 8am-5pm PST, Mon-Fri, with occasional weekend coverage
• 1-2 years in customer support or account management (SaaS preferred)
• Articulate, effective written and verbal communication
• Positivity, empathy, and patience in interactions
• Strong time management; ability to work autonomously; remote-team experience

🎁 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