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about 1 month ago
Requirements and responsibilities
Workyard is a fast-growing, venture-backed startup revolutionizing workforce management in the construction industry. With $300 billion spent annually on labor, we’re bringing trust, transparency, and technology to the table—empowering companies and workers to make smarter decisions and operate more efficiently.The RoleAs a Tier 1 Customer Support Specialist at Workyard, you’ll be at the heart of the customer experience, helping users get the most out of our platform. You’ll support customers throughout their journey—from onboarding and troubleshooting to sharing updates and insights. You'll be a critical player in our mission to retain and grow our customer base through stellar support and proactive engagement.This is a remote role within the US and requires full US working rights.Salary: $40,000USD/yearFinal compensation may vary based on experience, qualifications, and applicable wage laws.ResponsibilitiesLive Support CoverageRemain actively available on phone and chat queues during scheduled shiftsHandle a high volume of inbound customer interactions in real timeMaintain strong response times and availability metricsCustomer Support & Issue ResolutionAssist customers with general product usage questionsTroubleshoot basic issues and provide step-by-step guidanceTroubleshoot GPS and location issues on mobile and web applicationsAssist with geofence setup and troubleshootingSupport expense product questions, including how to activate and use cardsAnswer basic questions regarding formsEscalate complex or technical issues to Tier 2 or appropriate teams when neededBilling SupportAnswer customer inquiries related to:Invoices and chargesPlan details and pricingBilling cycles and prorationExplain billing adjustments clearly and professionallyUpdating payment informationDuplicate Profiles & Data CleanupIdentify and assist with duplicate user profilesGuide customers through resolving duplicate accountsEscalate when backend intervention is requiredCross-Team CommunicationCollaborate with internal teams (Tier 2, Engineering, Revenue, Implementation, Sales) for issue resolutionClearly escalate issues with proper context, notes, and reproduction stepsFollow up on escalated tickets to ensure timely resolutionCommunicate updates back to customers when neededDocumentation & CommunicationAccurately document all customer interactions in the support systemProvide clear, concise, and professional communication at all timesFollow internal processes and workflows for consistencyPerformance ExpectationsMaintain high availability on phone and chat supportMeet or exceed response time and resolution targetsDeliver a positive customer experience (CSAT-focused)Demonstrate strong product knowledge and continuous improvementRequired Skills & QualificationsStrong verbal and written communication skillsAbility to multitask across multiple conversations (chat + phone)Customer-first mindset with strong problem-solving abilitiesBasic technical troubleshooting skillsAbility to work in a fast-paced, high-volume environmentPreferred QualificationsPrevious customer support or call center experienceExperience with SaaS or workforce management toolsFamiliarity with CRM or support ticketing systemsAdditional NotesThis role requires consistent presence on live support channelsFlexibility in handling a variety of customer issues is essentialTraining will be provided on product knowledge, billing processes, and support toolsFluency in Spanish is a plusBenefitsComprehensive benefits including Aetna medical, dental, and vision coverage, Flexible Spending Accounts (FSA), Teladoc virtual care, One Medical membership, Kindbody family-building support, an Employee Assistance Program, 401(k) retirement plan through Empower, and pre-tax commuter benefits (for those based in our San Francisco office).Equal Opportunity EmployerWorkyard is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable law.AccommodationsWorkyard is committed to providing reasonable accommodations for individuals with disabilities during the hiring process. If you require assistance or accommodation, please contact us so we can support you.
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