Customer Support Representative

At INGENIOUS.BUILD, we’ve cracked the code and built a world-class platform for companies of all sizes within the real estate and construction industries across the globe, enabling them to simply and effortlessly manage all aspects of their projects--from inception to completion, and both internally and in conjunction with the other project participants.

Think about what you could do here… At INGENIOUS.BUILD, you’ll be participating in one of the most exciting and unparalleled journeys of your career--a journey to pioneer the first cloud application to manage the entire lifecycle of a real estate construction project. In short, you’ll be building what some have claimed is the holy grail of construction project management.

About the role:

At INGENIOUS.BUILD we are seeking a Customer Support Representative with 1-2 years of prior experience in a customer support role within enterprise SaaS space. At INGENIOUS.BUILD’s we are a culture made up of proactive, and detail-oriented individuals who strive to improve the construction industry.  As a Customer Support Representative, you will be responsible for assisting customers with product inquiries, troubleshooting technical issues, and providing timely and effective solutions to ensure customer satisfaction.

In this position, you will:

• Troubleshoot and resolve technical issues related to our SaaS platform, escalating complex issues to the appropriate teams when necessary

• Guide customers through product features and functionalities, providing clear and concise instructions

• Document and track customer interactions and reported issues in the CRM system

• Collaborate with cross-functional teams Product, Engineering, and Sales, to advocate for customer needs and drive product improvements

• Identify opportunities to improve support processes and procedures to enhance the overall customer experience

• Stay up-to-date on product updates, new features, and industry trends to assist customers effectively

• Provide proactive support by anticipating customer needs and offering solutions before issues arise

Skills and Experience needed:

• Bachelor's degree in a related field or equivalent work experience

• 1-2 years of prior experience

• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely

• Exceptional problem-solving skills and the ability to think critically under pressure

• Empathetic and patient demeanor with a customer-centric approach

• Ability to multitask and prioritize tasks in a fast-paced environment.

•  Prior startup experience is a plus.

Ideal Candidate Profile: 

Traits: 

• Personable

• Customer service mentality

• Growth mindset

Experience: 

• No AEC industry experience required

• 2+ years of experience working in an ENT Saas company

• Experience in customer support in a Saas environment

• ENT Saas environment - B2B experience

• Construction/PM experience is a plus

Skills: 

• People skills: Great communicators

• Learn and build proficiency in the platform

• Understand how to troubleshoot and find solutions

• Know how to engage cross-departmentally

• Communicate effectively with internal teams

• Follow a process clearly, attention to detail

• Growth and learning mindset

Ideal Candidate

Overall we want someone who can manage in fast paced environments, has had some kind of support experience 

Must Have Skills: 

• Chat-based support experience (live chat and/or async messaging); comfortable handling multiple concurrent conversations

• Experience supporting a technical software product (SaaS strongly preferred)

• Strong written communication: clear, concise, empathetic, grammatically solid (chat is a writing-first medium)

• Troubleshooting and problem decomposition: can isolate an issue, attempt to reproduce it, and explain it plainly

• Case/ticket management discipline: thorough documentation, follow-through, and respect for SLAs

Strongly Preferred Skills:

• Sound triage and escalation instincts: knows what they can resolve vs. what should go to engineering, and how to hand it off well

• Comfort with diagnostic tools: logs, session replay (e.g., Fullstory), browser dev tools, ticketing systems

• Basic technical literacy: how web apps work, experience with SaaS, APIs/integrations at a conceptual level is a bonus

• Experience writing or maintaining internal docs and KB/help articles

• Familiarity with support tooling (e.g., Zendesk, Intercom, HubSpot Service, Jira, etc.)

Soft Skills & Traits:

• Patience and emotional regulation under pressure

• Curiosity: wants to understand WHY, not just close the ticket

• Coachability: takes feedback and iterates quickly

• Ownership: follows through without being chased

• Customer empathy balanced with healthy boundary-setting

Bonus Skills:

• Domain knowledge in our industry (construction / project-management software)

• Prior experience at a start up (comfort with ambiguity)