Customer Support Specialist

ABOUT US

Trusted by 800,000 monthly active users, UpCodes (YC S17) is a comprehensive compliance and product research platform that accelerates design to construction in the AEC space. The construction industry suffers from unnecessary costs and complexity; every year billions of dollars are wasted on rework. We’re committed to delivering easy-to-use tools that help designers and builders spend less time finding the right compliance and product resources and more time doing what they love — designing and building. We make a real world tangible impact on the lives of our users and their work of constructing our homes, schools, hospitals, and offices.

ABOUT THE ROLE

We are seeking an exceptionally organized and empathetic Customer Support Specialist to help UpCodes users utilize the platform to its fullest potential. As our full-time support team member, you will have unique insight into user challenges and be able to contribute meaningfully to internal discussions on product enhancements. We work closely with our community, and this role will be a pivotal bridge between our team and the end user.

The ideal candidate believes in delivering an above-and-beyond, fundamental human support experience. You enjoy learning about new technical domains and are a problem solver who can dig deep but also knows when to ask for help to uncover solutions. You’re a great communicator and are eager to help our users navigate the platform so they can build affordably, quickly, and enjoyably.

WHAT YOU'LL DO

• Help our users get the most out of UpCodes by running point on the support phone line, live chat, and email inbox.
• Work closely with our Product, Content, and in-house building-code expert teams to answer user questions, address challenges, and share feedback.
• Troubleshoot and report potential bugs to the Engineering team.
• Serve as a customer advocate and regularly share customer feedback internally to inform product roadmap and strategy.
• Continually improve internal support documentation and processes, and also take the lead on expanding our external knowledge base.

THE IDEAL CANDIDATE

• Minimum 2–4 years of experience in a customer-facing role.
• Fluent in modern, cloud-based work tools (e.g., Google Workspace, Slack, etc.) and comfortable learning and adopting new SaaS tools quickly.
• Comfortable working with technical subscription management, billing, and customer account tools. Experience with Chargebee or a similar platform is a plus.
• Extremely organized and detail-oriented.
• A fantastic communicator and conversationalist.
• A strong desire and willingness to learn and build as our product and processes evolve.
• A good sense of humor and a down-to-earth personality.
• A hustling mentality — no ask should be too small or too big. We’re looking for someone who understands that small tasks can have a huge impact.