Customer Support Representative

TravisBuilds LLC is looking for a Customer Support Representative to join our growing team. You'll be the first point of contact for customers, helping them resolve issues, answer questions, and get the most out of our products and services. This is a remote position that requires strong communication skills, patience, and a genuine desire to help people solve problems. You'll work directly with customers across different channels and collaborate with other departments to ensure every customer gets the support they need.

• Respond to customer inquiries via email, phone, and chat within established response time targets
• Troubleshoot technical and account issues by gathering information, reproducing problems, and walking customers through solutions
• Document customer interactions and issues in our support system with clear, detailed notes for future reference
• Identify patterns in customer problems and flag recurring issues to the product and engineering teams
• Process refunds, account adjustments, and other administrative requests according to company policy
• Follow up with customers to confirm their issues are fully resolved and gather feedback on their support experience
• Learn our products thoroughly so you can explain features and help customers use them effectively
• Escalate complex or sensitive issues to supervisors or specialized teams when necessary
• Maintain a professional and friendly tone even when dealing with frustrated or difficult customers
• Contribute to team knowledge by sharing solutions and helping colleagues solve tricky problems

• 1+ years of customer support experience in a technical or software environment
• Strong written and verbal communication skills with the ability to explain technical concepts simply
• Ability to stay calm and patient when helping customers work through frustrating situations
• Reliable internet connection and a quiet workspace suitable for remote work
• Proficiency with email, chat platforms, and ticketing systems
• Basic troubleshooting skills and comfort learning new software quickly
• Availability to work during standard business hours with flexibility for occasional off-hours support
• High school diploma or equivalent

• Experience supporting SaaS or software products
• Familiarity with project management or construction-related tools
• Previous experience working for a small or growing company
• Multilingual abilities

• Fully remote work with flexible scheduling options
• Health insurance coverage (medical, dental, vision)
• Paid time off including vacation and sick days
• Professional development opportunities and training budget
• Collaborative team environment with direct access to leadership
• Equipment provided for remote work setup