Full-Time Customer Operations & Support Specialist
Fieldwire is hiring a remote Full-Time Customer Operations & Support Specialist. The career level for this job opening is Entry Level and is accepting USA based applicants remotely. Read complete job description before applying.
Fieldwire
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Who are we looking for? As a Customer Operations & Support Specialist, ensure customers get the most out of Fieldwire by answering questions, executing back office tasks (subscriptions, accounts), and creating knowledge base articles/onboarding guides.
Join a team improving product and support resources. Interface with product, engineering, sales, success, and operations teams to champion customer voice and develop new processes/automations.
Report to a regional Lead/Manager and Senior Director. Develop troubleshooting, bug reporting, sales operations skills.
What you’ll be doing
- Master the Fieldwire product.
- Answer inbound calls, emails, messages, driving each issue to resolution.
- Triage and troubleshoot account management, customer education, technical support issues; follow and iterate on bug/product improvement/feature request reporting procedures.
- Update knowledge base articles, setup guides, and instructional videos.
- Create and deliver administrator and end-user trainings to onboard new customers.
- Execute basic account operations tasks, configure contracts for sales, and perform account set-ups.
- Contribute to cross-functional projects with product, engineering, marketing, sales, and success teams; championing customer voice and delivering new processes/automations.
Required skills and experience
- 1-3 years of Customer Support, Success, Account Management experience (SaaS preferred).
- Articulate, effective written & verbal communication.
- Positivity, empathy, patience in internal/external interactions.
- Strong time management skills, experience/interest in remote team work.
- Owner mentality, can-do attitude, creative problem-solver, comfortable asking for help.
- Great to work with (ambitious, committed, humble, fun).
- Desire to learn, grow your career.
Benefits
- Competitive Salary + Performance Bonus
- Medical/Dental/Vision Insurance
- 401k with company match
- Generous PTO
- Fully remote flexibility & home office stipend
- Annual education stipend
Compensation
Total annualized cash compensation: $50,000 - $60,000 + annual bonus potential (up to 20%).
Salary range may vary by location.