What are the responsibilities and job description for the Customer Support/Success - Austin, TX position at BuildPass?
About BuildPass
BuildPass is a venture-backed SaaS organisation on a mission to innovate within the construction industry. We've developed a comprehensive construction site operations platform that brings together Builders, Subcontractors, and Workers with the goal of delivering safer and more productive construction sites. The BuildPass team comes from diverse backgrounds and skillsets. Never worn a hard hat or set foot on a construction site? Don't worry! Industry knowledge can be taught. We care more about your ambition to learn and desire to join a high-performing team than your familiarity with steel-cap boots and SWMS.
Role
BuildPass is a customer-focused company at its core. We're proud of what we have built, but our true north is always our customer's satisfaction. As we expand into the North American market, we're implementing a "US first" approach to ensure our American customers receive dedicated support despite our primary team being based in Australia.
As our first US-based Customer Support & Success Specialist, you will play a pivotal role supporting our customers during onboard and with ongoing support. You'll be the primary point of contact for our North American customers, managing and resolving their queries while also contributing to their long-term satisfaction. Your responsibilities will include designing localised training content, delivering customer trainings, responding to inbound enquiries, and being an integral part of our growing US team.
This position offers the unique opportunity to shape BuildPass's customer experience in North America from the ground up. You'll work from our Austin satellite office alongside other US-based team members while collaborating with our Australian headquarters.
Who are you?
The Person We’re Looking For Is
If you’re driven and capable, there's no strict requirement for years of experience. However, a few years of experience in a similar role or in the construction industry would certainly be beneficial.
Essential Skills
PS We know the 'perfect' candidate doesn't really exist. If you believe you can contribute to our team in a unique way, even if you don't exactly match what's described above, please reach out. We're keen to hear from you!
PPS We recorded an overview video for when we last hired for this role over a year ago. Feel free to take a look but it is a bit outdated now https://www.loom.com/share/52cde5ec7d4f4659b4442c6a36eafec5
BuildPass is a venture-backed SaaS organisation on a mission to innovate within the construction industry. We've developed a comprehensive construction site operations platform that brings together Builders, Subcontractors, and Workers with the goal of delivering safer and more productive construction sites. The BuildPass team comes from diverse backgrounds and skillsets. Never worn a hard hat or set foot on a construction site? Don't worry! Industry knowledge can be taught. We care more about your ambition to learn and desire to join a high-performing team than your familiarity with steel-cap boots and SWMS.
Role
BuildPass is a customer-focused company at its core. We're proud of what we have built, but our true north is always our customer's satisfaction. As we expand into the North American market, we're implementing a "US first" approach to ensure our American customers receive dedicated support despite our primary team being based in Australia.
As our first US-based Customer Support & Success Specialist, you will play a pivotal role supporting our customers during onboard and with ongoing support. You'll be the primary point of contact for our North American customers, managing and resolving their queries while also contributing to their long-term satisfaction. Your responsibilities will include designing localised training content, delivering customer trainings, responding to inbound enquiries, and being an integral part of our growing US team.
This position offers the unique opportunity to shape BuildPass's customer experience in North America from the ground up. You'll work from our Austin satellite office alongside other US-based team members while collaborating with our Australian headquarters.
Who are you?
The Person We’re Looking For Is
- An Early Bird - comfortable with construction start times
- Tech Savvy - has good technical skills and enjoys learning new tools
- Problem Solver - can tackle customer queries efficiently
- Articulate - friendly and confident over the phone
- Proactive - shows initiative, not just task-driven
- Product Guru - quickly becomes an expert in our product
- Interested in AI and automation - working lean to try do more with less
- You will be one of the first points of contact for our customers, answering calls and responding to live chats
- Resolving customer problems swiftly and efficiently and reporting technical issues to our product team
- Train remote support staff to ensure consistent customer support
- Create training videos for both internal and external use
- Support the sales team by making check-in calls to trial users and managing Hubspot deals
- Assist the customer success team with analyzing product usage and other tasks
If you’re driven and capable, there's no strict requirement for years of experience. However, a few years of experience in a similar role or in the construction industry would certainly be beneficial.
Essential Skills
- Solid technical skills and the willingness to learn new tools
- Comfortable answering and making calls and engaging with customers
- The ability to solve problems efficiently
- An interest in setting up automations, especially using AI
- Active participant in an ambitions team
PS We know the 'perfect' candidate doesn't really exist. If you believe you can contribute to our team in a unique way, even if you don't exactly match what's described above, please reach out. We're keen to hear from you!
PPS We recorded an overview video for when we last hired for this role over a year ago. Feel free to take a look but it is a bit outdated now https://www.loom.com/share/52cde5ec7d4f4659b4442c6a36eafec5