Support Specialist

It’s time to build. Whether it’s creating more housing, upgrading our infrastructure, or adapting to climate change, one thing is clear: the construction industry is at the center of solving our biggest problems. We’re making buildings cheaper and easier to build by transforming the way commercial construction companies buy their materials. Join us.

Founded in 2018, Kojo is now one of the fastest-growing construction technology companies in the world. Construction accounts for $10 trillion in global spend annually and we can’t live without its output – our roads, schools, hospitals, and offices. Despite this, there’s been very little innovation over the past 70 years in how materials – which constitute up to 40% of project costs – are bought and sold. This is our opportunity.

Kojo is looking to hire a Support Specialist who will be responsible for handling inbound support requests via chat and email and building and maintaining our customer-facing knowledge base.

About The Role

This role will include:

• Partnering with our customers and effectively resolve issues through email and chat
• Maintaining comprehensive knowledge of Kojo to diagnose software issues, engaging with our product and engineering teams to solve more complex product issues
• Helping customers navigate a variety of tools & features within Kojo
• Acting as a brand ambassador for Kojo, providing world-class service to all customers
• Providing white-glove support through personalized emails and both inbound & outbound phone calls
• Sending timely status updates, case reports, and process-improvement proposals to internal stakeholders on a consistent basis
• Maintaining a 5-minute First Response time via chat and 10-minute First Response time via email
• Keeping track of escalated tickets to ensure that engineering team is delivering a timely resolution for customer issues
• Identifying workarounds, workflows, and new features for qualified customers to ensure that they are getting the most value out of their partnership with Kojo
• Utilizing JIRA, Front and Intercom as tools

About You

• 2 Years professional experience in a customer-facing role, preferably within the software or SaaS industry
• Have demonstrated experience in customer service and are passionate about the customer experience
• You have a track record of success working in a fast-paced environment and demonstrating a high sense of urgency
• You have an understanding of computer systems and troubleshooting issues with minimal assistance
• You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways
• You establish trust and effective working relationships with internal and external stakeholders
• You are an effective written communicator and listener, and you’re comfortable expressing ideas and opinions to varied audiences
• You’re a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback

What you care about:

• Passion: You strive for excellence and inspire others to do the same
• Customer Obsession: You care deeply about our customers and seek to understand their pain
• Innovation: You seek to understand the truth behind problems and find solutions to them
• Impact: You’re both fast-paced and detail-oriented

This role is entirely remote for candidates based in Central and South America, with the willingness and ability to work 10:30-6:30 Eastern Time.

The salary range for this role is between $25,000 USD and $35,000 USD.

Working at Kojo

Salary: Your salary will be dependent upon many factors, including your experience level, skillset, market dynamics and balancing internal equity relative to other Kojo employees. The compensation and benefits information that we provide is based on Kojo’s good-faith estimate as of the date of the job posting and may be modified in the future.

Benefits: This position is also eligible for a new hire equity grant and all US-based full time employees are eligible for our full suite of perks and benefits. For more information about our perks and benefits, check out https://www.usekojo.com/careers.

Location: Kojo’s team members work from home 100% of the time across North and South America. If applicable, we’ll identify the travel and/or location-specific requirements of a position in the text above. Otherwise, team members can expect to work business hours congruent with their local time zone and remotely.

Inclusive Workplace: Kojo values diverse perspectives and is committed to building an inclusive workplace. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we consider for employment qualified applicants with arrest and conviction records. We strongly encourage people from underrepresented groups to apply.

Scam Notice: Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of Kojo. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Kojo will never ask for any personal account information, such credit card details or bank account numbers, during the recruitment process.