Customer Support Representative

About the job

Customer Support Representative

Location: Remote | Department: Operations

The Customer Support Representatives play a critical role in building trust and long-term success with our customers. You’ll be on the frontlines ensuring contractors get the most out of our products, blending technical troubleshooting with HCM expertise across payroll and benefits to support construction businesses across the U.S.

If you thrive in a collaborative, fast-paced environment and enjoy solving problems while helping people succeed, this role is for you.

What You’ll Do

• Deliver timely, accurate, and professional responses to customers via phone, email, chat, and other channels.
• Troubleshoot and resolve software issues related to functionality, setup, and usage.
• Escalate complex cases to Sales, Development, or Payroll/Benefits teams when needed.
• Document all customer interactions, issues, and resolutions in Salesforce.
• Identify and report product defects and recurring error trends to improve the customer experience.
• Collaborate cross-functionally to flag customer risks and training opportunities.
• Maintain deep knowledge of the SaaS solutions, including payroll, HR, and back-office tools.
• Stay up to date on new features, releases, and best practices.
• Provide specialized payroll support:
• Assist with payroll processing and system integration.
• Troubleshoot union rules, overtime, certifications, and construction-specific payroll requirements.
• Partner with customer-facing teams to address payroll-related issues.

What You’ll Bring

• 2+ years experience in a customer-facing role with a strong service orientation or a payroll specialist role with knowledge of end-to-end payroll processing.
• Excellent written and verbal communication skills—you can make complex ideas easy to understand.
• Experience in SaaS, HCM, payroll and/or benefits administration, with knowledge of the construction industry, payroll systems, benefits platforms, compliance, union rules, and project-based pay preferred but not required.
• Familiarity with construction software and payroll/benefits integration tools preferred but not required.
• Technical aptitude in PC hardware/software support and troubleshooting.
• Proficiency with Office 365, Microsoft Teams, Salesforce, and ticketing systems.
• Prior SaaS/software support experience is a plus.
• Highly organized, self-motivated, and able to manage multiple priorities.
• Adaptable and quick to learn in a data-driven, fast-moving environment.
• Empathetic, professional, and focused on creating positive customer outcomes.

The Perks & Benefits

• Competitive compensation package plus annual performance increase
• Generous PTO policy (unlimited)
• 401(k) matching program with a 4% match
• Fantastic medical, dental, vision & life insurance coverage (100% paid medical insurance for you as well as spouse and/or dependents)
• A fun, collaborative, and supportive work culture