Customer Support Associate

FieldPulse
Dallas
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Problem-solving","Organization","Empathy","Calm under pressure","Ownership"]

Own retention-focused customer support across proactive outreach, renewal and billing conversations, and churn-save follow-ups. Resolve escalations and account setup questions, support add-ons and upgrades, and coordinate with Technical Support for deeper troubleshooting. Provide inbound chat, phone, and email coverage, monitor queues, and document outcomes. Partner with Customer Success, Billing, and Support teams to improve processes and help customers stay successful on the FieldPulse platform.

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FursaFursa
FieldPulse
FieldPulse
5 hours ago

Customer Support Associate

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Own retention-focused customer support across proactive outreach, renewal and billing conversations, and churn-save follow-ups. Resolve escalations and account setup questions, support add-ons and upgrades, and coordinate with Technical Support for deeper troubleshooting. Provide inbound chat, phone, and email coverage, monitor queues, and document outcomes. Partner with Customer Success, Billing, and Support teams to improve processes and help customers stay successful on the FieldPulse platform.
Location: Dallas
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Proactively reach out to customers with failed payments or renewal risk to drive retention and renewals
  • •Handle cancellation requests, churn-save actions, and document outcomes for at-risk accounts
  • •Serve as an escalation point for customers at risk of churn; resolve billing, payment, and contract questions
  • •Support inbound chat, phone, and email coverage; monitor ticket queues and provide timely, complete answers
  • •Collaborate with Customer Success, Technical Support, and Billing; support add-ons/upgrades and assist with account setup and post-implementation support

Pay and Benefits

Perks:Health InsuranceDentalVision401kPaid LeaveGym Membership

Key Requirements

  • •Strong communication skills across phone, email, and chat
  • •Comfortable handling billing conversations and difficult customer situations
  • •Highly organized with the ability to manage multiple accounts and tasks
  • •Ability to stay calm under pressure and handle escalations professionally
  • •Quick learner comfortable with new technology, with Salesforce or similar CRM experience preferred
Experience:SaaSTechnical support
Skills:CommunicationProblem-solvingOrganizationEmpathyCalm under pressureOwnership
Tech Stack:SalesforceTwilio

Company Brief

FieldPulse
Provides a cloud-based field service management platform for contractors and service businesses, offering job scheduling, invoicing, CRM, estimates, and mobile apps to streamline operations and improve team productivity.
Industry: Enterprise Software
Headquarters: United States
WebsiteLinkedIn