Customer Success / Estimation Support (SMB)

About

Handoff is a new mobile & web app for the $500 billion market of Residential Remodeling Contractors in the US. We use generative AI technology to provide Remodelers a fast, accurate, and intuitive way to create construction cost estimates in minutes. There are 600,000 contractors in the US who could be the Users of Handoff and we’re looking for teammates as passionate as we are to help us win this market.

Handoff is developed by 1build, a venture-backed technology company with origins in Silicon Valley. 1build has established itself as the market leader for construction pricing data and integrations with the top construction materials suppliers across the country. The team at 1build is distributed worldwide and comes from top technology companies such as Apple, Tesla, and WeWork.

As a member of the Customer Success & Support team at Handoff, you will:

• Serve as the primary point of contact for a portfolio of Business Plan subscribers
• Provide strategic guidance to help customers optimize their construction businesses through Handoff
• Handle complex technical support escalations by offering creative workaround solutions and establishing clear timeline expectations
• Build and maintain long-term relationships with key stakeholders in customer organizations
• Monitor customer health metrics and take proactive steps to ensure customer satisfaction & retention
• Create and maintain detailed operational playbooks and best practices documentation to enable scalable customer success strategies and standardized support processes
• Identify and drive expansion opportunities through deep understanding of our ICP and customer needs
• Collaborate with our product & engineering teams to provide valuable customer insights & maintain an immediate feedback loop
• Use our tech-touch model to leverage automation while maintaining personal connections with the user-base
  
  

Qualifications

• Preferred experience in the construction industry, with a strong understanding of contractor operations and business processes / workflows
• Construction estimation (estimator) experience is HIGHLY valuable
• Proven track record in customer-facing roles, preferably in construction software or related technology
• Excellence in relationship building and strategic business consulting
• Strong problem-solving abilities and attention to detail
• Exceptional communication skills, both written and verbal
• Ability to balance multiple priorities while maintaining high-quality customer interactions
• Experience with CRM systems and customer success tools
  
  

What Makes You Successful in This Role

• You're passionate about helping contractors grow their businesses
• You can bridge the gap between technical software capabilities (AI) and practical business applications
• You're extremely proactive in identifying opportunities and addressing potential challenges
• You love working in a fast-paced, evolving startup environment
• You have a growth mindset and are eager to learn and adapt
  
  

Location

This role is based in Austin, TX.

Ready to help transform how contractors run their businesses? Join us in revolutionizing construction software support and success.

Handoff is an Equal Opportunity Employer. Handoff is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Handoff is committed to creating an inclusive, safe work environment for all employees. All employment decisions at Handoff are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Handoff will not tolerate discrimination or harassment based on any of these characteristics. Handoff encourages applicants of all ages. Handoff also participates in E-Verify.