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Role overview
Published via Mainder
We are looking for a Customer Support Representative to join a fast-growing SaaS company transforming how contractors manage permitting processes across the United States.
In this role, you will serve as the first point of contact for customers, helping resolve questions related to account management, permit workflows, documentation, and platform usage. You will play a key role in delivering an outstanding customer experience while ensuring contractors receive timely support to keep their projects moving forward.
This position is ideal for someone who enjoys helping people, communicates clearly, remains calm under pressure, and thrives in fast-paced remote environments.
Answer inbound customer calls in a professional, friendly, and timely manner.
Resolve customer inquiries related to permit status, account setup, billing, document uploads, and platform usage.
Escalate complex issues to the appropriate internal teams when needed.
Accurately log customer interactions and updates within CRM systems.
Follow up with customers via phone or email to ensure issue resolution.
Identify recurring customer issues and communicate insights to internal teams.
Develop a strong understanding of platform functionality and permitting workflows.
Meet individual performance metrics related to customer satisfaction, issue resolution, and service quality.
Deliver an exceptional customer experience across all interactions.
2+ years of customer support experience in phone-based environments or call centers.
Full professional fluency in English (written and spoken).
Strong verbal communication and active listening skills.
Ability to explain technical concepts in simple and understandable terms.
Experience working with CRM systems and SaaS platforms.
Comfortable working independently in remote and fast-paced environments.
Strong computer literacy and ability to navigate multiple systems simultaneously.
Reliable internet connection and professional home workspace.
Previous experience with GoHighLevel, HubSpot, or similar CRM tools.
Experience supporting SaaS products or technology platforms.
Experience working with contractors, construction, or operational workflows.
Competitive monthly compensation based on experience.
Fully remote work environment with flexible scheduling.
High-impact role within a growing SaaS company.
Exposure to multiple areas of the business, from marketing strategy to customer engagement.
Collaborative, entrepreneurial culture that values initiative and results.
We are a fast-growing SaaS company delivering technology solutions to contractors across the United States. The company focuses on streamlining critical workflows, enabling customers to save time and operate more efficiently. With an entrepreneurial mindset and strong ownership culture, the team values creativity, accountability, and measurable impact.