Customer Support Specialist

About The OpportunityThe company is a leading AI company revolutionizing construction, the second-largest industry on Earth. It is a hyper-growth Series B startup backed by significant investment from top investors, with deep traction among Fortune 500 general contractors. The organization’s mission is to automate the construction industry through intelligent, jobsite-ready AI. After years building the “brain” of construction, the company is now deploying AI agents to eliminate manual work and enable smarter decisions across critical workflows. The Support Specialist role ensures that customers get the most out of the company’s solutions from day one.

This individual will be the go-to problem solver for field teams and end users, helping them configure, troubleshoot, and adopt AI solutions in their daily workflows. This is a hands-on role that blends technical curiosity with customer empathy, making sure customers not only use the company’s products but succeed with them. Key ResponsibilitiesCustomer Support & Troubleshooting: Act as the frontline contact for customer inquiries, resolving issues quickly and effectively across chat, email, and video support. Implementation Assistance: Guide customers through onboarding, setup, and configuration of AI agents and workflows. Enablement & Training:

Run product demos, answer “how-to” questions, and empower users to self-serve through documentation and training resources. Feedback & Advocacy: Collect user feedback, identify recurring issues, and communicate insights to Product and Engineering teams to improve the company’s tools. Knowledge Building: Maintain support documentation, FAQs, and internal knowledge bases to scale customer success. Metrics & Reporting: Track key support metrics (e. g. , response time, resolution time, customer satisfaction) and surface trends for continuous improvement. Required Qualifications2–4 years of experience in customer support, technical support, or customer-facing operations, ideally in SaaS or construction tech.

Strong problem-solving skills and comfort troubleshooting software issues in real time. Excellent communication skills — able to explain technical concepts to both field superintendents and office executives. Technical curiosity: comfortable learning cloud-based tools, APIs, and AI-driven workflows. Highly organized and detail-oriented, with the ability to manage multiple support tickets and requests simultaneously. Preferred QualificationsExperience in construction tech, field training, or AI tools is a plus. What We ValueCustomer empathy: Genuinely care about solving problems and making users successful. Responsiveness: Move fast, prioritize well, and ensure customers are never left hanging. Proactivity & ownership:

Don’t just react — anticipate issues and create solutions. Clarity: Simplify complexity and make technology approachable. Builder mindset: Enjoy creating scalable resources and processes that raise the bar for the whole team. What We OfferA close-knit and collaborative early-stage startup environment where every voice is heard and every opinion matters. Competitive salary and stock option equity packages. 3 Medical Plans to choose from including 100% covered option. Plus Dental and Vision Insurance!Learning & Growth stipend. Flexible long-term work options (remote and hybrid). Free lunch provided in the office in NYC & Austin.

Unlimited PTO; belief in work-life balance and that hard work should be balanced with time for rest and rejuvenation. IRL / In-Person retreats throughout the year. Compensation$70K – $100K Offers EquityThe company takes a market-based approach to pay, and pay may vary depending on your location. Your starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. For this role, the estimated base salary is $70,000 - $100,000 with a comprehensive benefits package and equity component. The hiring organization is an equal opportunity employer committed to building a diverse and inclusive team.

DisclaimerSwooped isn’t the EOR (Employer of Record) for this position. Instead, our role in this specific opportunity is to link outstanding candidates with a top-tier employer.