[Remote] Customer Support Specialist (United States)

Note: The job is a remote job and is open to candidates in USA. Workyard is a fast-growing, venture-backed startup revolutionizing workforce management in the construction industry. The Tier 1 Customer Support Specialist will be at the heart of the customer experience, helping users navigate the platform and ensuring they receive stellar support throughout their journey.

Responsibilities

• Remain actively available on phone and chat queues during scheduled shifts
• Handle a high volume of inbound customer interactions in real time
• Maintain strong response times and availability metrics
• Assist customers with general product usage questions
• Troubleshoot basic issues and provide step-by-step guidance
• Troubleshoot GPS and location issues on mobile and web applications
• Assist with geofence setup and troubleshooting
• Support expense product questions, including how to activate and use cards
• Answer basic questions regarding forms
• Escalate complex or technical issues to Tier 2 or appropriate teams when needed
• Answer customer inquiries related to:
• Invoices and charges
• Plan details and pricing
• Billing cycles and proration
• Explain billing adjustments clearly and professionally
• Updating payment information
• Identify and assist with duplicate user profiles
• Guide customers through resolving duplicate accounts
• Escalate when backend intervention is required
• Collaborate with internal teams (Tier 2, Engineering, Revenue, Implementation, Sales) for issue resolution
• Clearly escalate issues with proper context, notes, and reproduction steps
• Follow up on escalated tickets to ensure timely resolution
• Communicate updates back to customers when needed
• Accurately document all customer interactions in the support system
• Provide clear, concise, and professional communication at all times
• Follow internal processes and workflows for consistency
• Maintain high availability on phone and chat support
• Meet or exceed response time and resolution targets
• Deliver a positive customer experience (CSAT-focused)
• Demonstrate strong product knowledge and continuous improvement

Skills

• Strong verbal and written communication skills
• Ability to multitask across multiple conversations (chat + phone)
• Customer-first mindset with strong problem-solving abilities
• Basic technical troubleshooting skills
• Ability to work in a fast-paced, high-volume environment
• Previous customer support or call center experience
• Experience with SaaS or workforce management tools
• Familiarity with CRM or support ticketing systems

Benefits

• Comprehensive 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
• Pre-tax commuter benefits (for those based in our San Francisco office)

Company Overview