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Customer Operations Specialist

2 months ago

San Francisco, California, United States Fieldwire Full time

Company Overview
Fieldwire is a construction field management software used on over 1,000,000+ projects worldwide. We're dedicated to improving the way teams work together, providing operational excellence for one of the world's largest global industries - $10 Trillion/year.

Salary and Benefits
The estimated salary range for this role is $50,000-$60,000 per year. In addition to the salary, you will be eligible for an annual corporate performance bonus with a potential of 20% of this base salary, depending on attainment. Our benefits package includes a 401k with company match, generous PTO, fully remote flexibility, and a home office stipend.

About the Job
We're looking for our next Customer Operations Specialist to join our tight-knit team. As a Customer Operations Specialist, your objective is to ensure our customers get the most out of Fieldwire by answering their questions about our platform, executing repeatable back-office operations tasks, and authoring how-to articles and onboarding guides in our Knowledgebase. You'll work directly with our product, engineering, sales, and success teams to champion the voice of the customer and develop new processes, automations, and customer outreach programs.

Responsibilities
Some of the primary responsibilities for this role include:

  • Answering inbound phone calls, chats, and emails and persistently driving each issue to resolution
  • Troubleshooting account management, customer education, and technical support issues
  • Creating new and updating existing knowledge base articles and setup guides
  • Mastery of the Fieldwire Product to create and deliver custom administrator and end-user trainings
  • Helping run cross-functional projects and process improvements