Customer Support Specialist

Customer Support Specialist

Constrafor is a SaaS and fintech platform purpose-built for construction. We are setting new standards of productivity and cost-efficiency for the way General Contractors and Subcontractors manage procurement & financial transactions. With over $30 million of VC financing, we are forging the path for construction innovation. Join us on our mission to advance the largest industry in the world.

We are actively searching for a dedicated and customer centric individual to join our team as a Customer Support Specialist. In this pivotal role, you will serve as the first line of support for our construction clients, ensuring they receive timely, accurate, and empathetic assistance when using our SaaS and financial products. Your ability to resolve issues, provide clear guidance, and deliver an excellent customer experience will directly contribute to client satisfaction and Constrafor's continued growth. Join us on this exciting journey and make a meaningful impact in one of the most dynamic industries.

What You'll Do:

• Serve as the primary point of contact for client support inquiries via email, chat, and phone.
• Troubleshoot and resolve client issues related to Constrafor's SaaS platform & EPP product with efficiency and professionalism.
• Guide clients through account setup, navigation, and feature use to ensure a smooth and supportive onboarding experience.
• Document client issues, feature requests, and trends to help drive product improvements.
• Collaborate with cross-functional teams to escalate and resolve complex issues.
• Provide clear, detailed, and empathetic communication to clients, ensuring timely resolution and client satisfaction.
• Maintain a strong understanding of product updates, enhancements, and best practices to support customers effectively.
• Contribute to the creation of FAQs, knowledge base articles, and training resources for self-service support.
• Advocate for clients by sharing feedback that improves the customer experience and product usability.
• Support retention efforts by ensuring client concerns are addressed quickly and effectively.

What You Bring:

• Bachelor's degree in business, communications, or related field preferred.
• 2–3 years of customer support or client service experience (B2B SaaS experience is a plus).
• Excellent written and verbal communication skills, with strong attention to detail.
• Proven ability to manage and resolve client inquiries in a professional, timely manner.
• Strong problem-solving skills with a calm, empathetic approach to client interactions.
• Comfort with using ticketing systems, CRM tools, and support platforms.
• Ability to learn and articulate technical concepts related to software and financial products.
• Team-oriented mindset with a passion for helping customers succeed.

What We Offer:

• Competitive Salary: $65,000–75,000.
• Significant equity ownership within Constrafor.
• Medical, dental & vision insurance coverage offered for you and your dependents.
• Generous PTO Plan.
• Lunch provided for in office days.
• A collaborative and innovative work culture that values your input.
• Opportunity to make a significant impact in a growing tech company.
• Hybrid schedule out of our beautiful Hudson Yards office.

Constrafor is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.