Lead Customer Support Representative

At INGENIOUS.BUILD, we have developed a top-notch platform for companies in the real estate and construction industries worldwide. Our platform enables companies to easily manage all aspects of their projects from start to finish, both internally and with other project participants. 

Joining INGENIOUS.BUILD means embarking on an incredible journey to create the first cloud application for managing the entire lifecycle of a real estate construction project. You'll be building what some consider the holy grail of construction project management. It's a big, bold, and audacious endeavor, and if you have what it takes, you'll play a direct role in its development. 

And if you’ve got what it takes, you’ll be directly involved in its development. The rest, as they say, will be history...

About the role:

At INGENIOUS.BUILD, we are seeking a proactive, detail-oriented Lead Customer Support Representative to join our team. This role involves leading a team of customer support representatives to ensure high-quality service and customer satisfaction within the enterprise SaaS space. If you're passionate about problem-solving and improving the construction industry, we'd love to have you on board.

In this position, you will:

• Lead and mentor the customer support representative team to ensure efficient and effective support
• Troubleshoot and resolve technical issues related to our SaaS platform, escalating complex issues when necessary
• Guide customers through product features and functionalities, offering clear, concise solutions
• Document and track customer interactions and reported issues in the CRM system, prior Salesforce experience is preferred
• Collaborate with cross-functional teams (Product, Engineering, Sales) to advocate for customer needs and drive product improvements
• Identify opportunities to improve support processes and enhance the overall customer experience
• Stay up-to-date on product updates, new features, and industry trends to provide effective support
• Provide proactive support by anticipating customer needs and offering solutions before issues arise

Skills and Experience needed:

• Bachelor’s degree or equivalent experience with 1-2 years in customer support, ideally in SaaS
• Strong communication skills (verbal and written) with the ability to convey technical information
• Excellent problem-solving, leadership, multitasking, and prioritization abilities in fast-paced environments
• Empathetic, customer-focused approach with a calm demeanour; startup experience is a plus

What we Offer 

• Unlimited PTO, and Paid Sick Leave
• Competitive salary based on skills, qualifications, and geographic location
• Competitive benefits package, including a $500 work-from-home stipend
• Opportunity to work with a dynamic and growing team
• A collaborative and inclusive work environment

We're fired up to learn more about you to see how you can help us on our mission! 

We genuinely look forward to receiving your application after submitting your information a member from the Recruitment Team will reach out accordingly.