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Client Support Operations Specialist

4 months ago

Orlando, United States RedTeam Software Full time
Job DescriptionJob DescriptionBenefits:
  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance


RedTeam Software is seeking a Client Support Operations Specialist.. This individual, under the guidance of Support leadership, is responsible for the overall success and scaling of our Support model and will be pivotal to RedTeams growth. The ideal candidate will have at least 3 years of experience in a Client Support focused role at a Technology Company. This position will report to the Sr. Manager of Client Support.

What Youll Do:



  • Provide a world class support experience to Construction professionals in all phases of the project lifecycle
  • Use multiple systems to respond to client inquiries via Chat, Phone and Email with a focus on First Contact Resolution, Handle Time, and CSAT
  • Work in a high volume ticket environment, triaging issues, and escalating to appropriate stakeholders
  • Be resourceful and proactive in solving problems independently, but also recognize the value of seeking guidance from leadership when necessary
  • Work with the Sr. Manager, Client Support, to find and leverage data and metrics to track progress, measure success, and identify opportunities for improvement
  • Aid Support Leadership in developing trackable metrics for frontline Client Support Administrators
  • Lead trainings and knowledge sharing sessions for CSAs around new product releases, bug fixes, and feature enhancements
  • Become a true Product Expert, focusing on meeting clients where they are in the process, aligning to their needs, and suggesting solutions
  • Additional leadership responsibilities as assigned by management

What Were Looking For:


  • A highly motivated, self-starter that isnt afraid to roll up their sleeves and get directly involved in making things happen

  • Proven track record of quick learning, and exceeding goals

  • Entrepreneurial mindset that works well in a fast-paced environment

  • Organizational ability is important to keep track of all tasks as this role requires a great deal of multitasking.

  • Independent thinker, with the ability to find tools and resources individually to be successful

  • Youre comfortable with a little chaos and uncertainty. We move fast and sometimes decisions can be made without all of the information.

  • Construction or FinTech Background preferred


What Success Looks Like:


  • Suggest and create recommendations/documentation for better content to make available to clients as the product continues improving.
  • Creation and adoption of ambitious targets for Satisfaction, Net Promoter Score and Client Retention.
  • We are consistently defining goals, and sharing best practices amongst our peers in our all hands on deck ecosystem
  • We partner cross functionally, and work together at all times

Minimum Qualifications:


  • Bachelor's degree or equivalent experience

  • Previous experience in a high volume contact center as a team lead or top performer

  • Strong problem-solving ability, including metrics-driven thinking

  • Must possess a sense of urgency and the ability to work under pressure.

  • Self motivated and disciplined

  • Excellent written and verbal communication skills


We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

About RedTeam Software
RedTeam Software is a growing construction management software company built by contractors who understand construction. The cloud-based software solutions are designed to help contractors face the day-to-day challenges of commercial construction. The companys suite of construction solutions features products ranging from jobsite management software to enterprise-level workflow, collaboration and construction management solutions. The solutions include:

RedTeam Go: Easy-to-use construction project management software designed to help simplify, automate and standardize workflows for small to mid-size contractors who are looking to save time and money.

Fieldlens by RedTeam: Intuitive construction jobsite management software for efficient, real-time collaboration among field, office, and trade workers, that reduces rework and miscommunication.

RedTeam Flex: Highly customizable construction management software designed to help mid-to-enterprise-level contractors manage their construction projects from start to finish.

RedTeam Software won multiple awards in 2022 and appeared on the Inc. 5000 list of the fastest-growing companies in the United States in 2020 and 2021. Over 500,000 users worldwide manage a collective $26 billion construction work with RedTeam Software. For more information, visit RedTeam.com.

This is a remote position.