Job Description
Job Title: Support Specialist
Location: Remote (Pacific Time business hours)
Job Type: Contract-to-start, with strong potential to convert to full-time
About Us:
At BuilderPal, we're helping general contractors, subcontractors, and field crews run projects, messaging, and time tracking in one place. We're gearing up for launch and building a support foundation that scales with us. If you're calm under pressure, clear in your communication, and great with people and tech, you'll fit right in.
Job Description:
We are seeking a Support Specialist to guide contractors through our platform, resolve issues quickly, and turn common questions into simple, reusable content. You will handle live chat, email, and outbound calls, and work closely with product and design to improve onboarding and support.
Responsibilities:
- Respond to customer inquiries via live chat (tawk.to), email, and internal tools.
- Help users navigate BuilderPal and troubleshoot basic issues.
- Write and maintain help articles, FAQs, and internal documentation.
- Track, tag, and escalate issues and feature requests to product and engineering.
- Create short video walkthroughs and screen recordings (Descript, Scribe).
- Make friendly outbound/cold calls for onboarding, follow-ups, and feedback collection.
- Collaborate with product, design, and development to improve onboarding and support content.
Skills and Qualifications:
Required:
- 1-3 years in SaaS customer support or success.
- Excellent written and spoken English; friendly, direct, easy to understand.
- Tech-savvy and resourceful with web tools and AI.
- Proven ability to triage, tag properly, and escalate the right issues.
- Comfortable making brief, goal-oriented outbound/cold calls.
- Proactive, takes initiative, fast learner, flexible, and thrives with minimal supervision.
- Enjoys connecting with people; positive, bubbly phone and chat presence.
Bonus:
- Experience supporting products used by construction or trades.
- Help center/knowledge base ownership (bookstack, tawk.to, doc360).
- Basic video editing or screen recording skills (Descript, Scribe).
What We Offer:
- Competitive contract compensation with a clear path to full-time.
- Opportunity to shape our support foundation from the ground up.
- Close collaboration with a small, fast-moving team.
- Real-world impact supporting contractors across North America.
- Growth potential as we scale product, team, and process.
- Benefits available after 3 months.
Job Types: Full-time, Part-time
Pay: $20.00-$25.00 per hour
Expected hours: 25 – 40 per week
Benefits:
Dental care
Extended health care
Paid time off
Education:
Secondary School (required)
Language:
English (required)
Work Location: Remote
