Customer Support Specialist

UpCodes
United States, Canada, South America
Workplace: RemoteFull timeUSD 45,000 - 75,000 annuallyFunction: Customer Support (Service Desk)Experience: 2-4 yearsSkills: ["Communication","Empathy","Problem-solving","Organization","Continuous learning"]

Be the frontline support for UpCodes users by handling inbound requests via phone, live chat, and email. Triage user issues, troubleshoot product problems, and share bug reports with Engineering. Partner with Product, Content, and building-code experts to answer questions and improve the platform. Act as a customer advocate by collecting feedback to inform roadmap decisions, while continuously improving support documentation and expanding the external knowledge base.

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FursaFursa
UpCodes
UpCodes
1 day ago

Customer Support Specialist

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Last checked: 5 hours agoStatus: Live

Job Summary

Be the frontline support for UpCodes users by handling inbound requests via phone, live chat, and email. Triage user issues, troubleshoot product problems, and share bug reports with Engineering. Partner with Product, Content, and building-code experts to answer questions and improve the platform. Act as a customer advocate by collecting feedback to inform roadmap decisions, while continuously improving support documentation and expanding the external knowledge base.
Location: United States, Canada, South America
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Run point on the support phone line, live chat, and email inbox to help users get the most out of the platform.
  • •Collaborate with Product, Content, and building-code experts to answer questions and address user challenges.
  • •Troubleshoot issues and report potential bugs to the Engineering team.
  • •Serve as a customer advocate by sharing feedback internally to inform product roadmap and strategy.
  • •Improve internal support documentation and processes and lead expansion of the external knowledge base.

Pay and Benefits

Salary: USD 45,000 - 75,000 annually
Equity and Bonus:Equity

Key Requirements

  • •2–4 years of experience in a customer-facing role.
  • •Fluency with modern, cloud-based work tools (e.g., Google Workspace, Slack) and comfort learning new SaaS tools quickly.
  • •Comfort working with technical subscription management, billing, and customer account tools.
  • •Experience with Chargebee or a similar platform is a plus.
  • •Excellent organization and a detail-oriented, empathetic approach to helping users.
Experience:2-4 yearsSaaSCustomer supportBillingSubscription management
Skills:CommunicationEmpathyProblem-solvingOrganizationContinuous learning
Tech Stack:Google WorkspaceSlackSaaSChargebeePhone supportLive chatEmail

Company Brief

UpCodes
Provides a searchable, up-to-date building code database and compliance tools for architects, engineers, and builders, offering interpretations, code comparisons, and productivity features to streamline code research and permit workflows.
Industry: Construction Tech
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Portland, United States
Founded: 2016
WebsiteLinkedIn