Customer Support Representative

What we doAdaptive is a rapidly growing vertical software company of 40 building an AI-native ERP for real estate and construction. We have grown rapidly to over 500 customers and have raised $26m from Emergence, a16z, and other top funds as well as a collection of angels from companies like Brex, Ramp, Airbase, Square, and Shopify. Why join us?Power the local built environmentWe serve the small businesses that are building communities across our country. Your favorite local café, the new house on the corner, or the ADUs helping to solve the housing crisis were all built by our customers--those that have lived in their cities for their entire lives and have a true passion for their craft. These are creative, dynamic, skilled individuals who bring neighborhoods to life by conceiving of and constructing environments where people connect and build memories. Join a world class teamWe have built a culture rooted in collaboration and execution - and experience! We have deep backgrounds in finance, technology and construction and a fast-growing customer base. We have the momentum, team, and vision to win in this massive market. We'd love for you to join us.--Role SummaryAs a Customer Support Representative at Adaptive, you'll be the primary point of contact when our customers need real-time support. You'll play a crucial role in ensuring customer satisfaction, resolving issues efficiently, and maintaining Adaptive's reputation for excellence in customer service. This role offers a unique opportunity to shape and build out a high-priority function within our rapidly growing company. For someone who excels in this position, there is tremendous potential for professional growth and advancement as Adaptive continues to expand.This position requires a blend of problem solving ability, strong communication skills, and a passion for helping our customers succeed. Familiarity with Quickbooks and construction finance (or willingness to learn both quickly) is strongly preferred.ResponsibilitiesServe as “first line of defense” for customer questions — responding promptly, providing effective solutions, and escalating to our engineering team when necessaryUse problem solving skills to develop custom workarounds for unique customer cases when requiredWork closely with engineering during escalations, providing clear, detailed information about customer issuesMaintain a comprehensive tracking system for all customer requests and issuesEnsure timely follow-up on all customer inquiries, escalated issues, and feature requestsCollaborate with the product team to communicate customer feedback and feature requestsCreate comprehensive, user-friendly articles for our Help Center based on common support requestsQualifications2+ years of experience in customer support or a similar client-facing role, preferably in a SaaS or technology environmentExcellent written and verbal communication skillsStrong problem-solving abilities and meticulous attention to detailGeneral understanding of construction industry financial processes (or aptitude for quick learning)Familiarity with Quickbooks (or aptitude for quick learning)Proficiency with customer communication tools like Intercom or similar platformsAbility to explain complicated technical concepts in clear, non-technical termsDemonstrated commitment to customer satisfaction and continuous improvementExperience in coordinating with technical teams and managing follow-upsWhat we offerOpportunity to join a highly driven and passionate team at an inflection pointCompetitive cash compensationTop tier benefits and a 401k matchA flexible, remote-friendly work environment

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