Highwire is the Contractor Success Platform for builders and owners of capital projects. We are embarking on an exciting growth phase and looking for the best talent in Boston and Boise.
To support this growth, we are looking for a Customer Support Specialist to help our customers elevate their businesses by providing best-in-class customer service.
You'll enhance customer experience and drive long-term retention by helping contracting partners to complete their profiles and provide them with valuable insight they need to successfully navigate our platform. You will be a champion at solving problems efficiently, building trust, and communicating best practices to contracting partners to ensure they receive the maximum value out of our platform.
- Provide real-time support. You'll respond to customer inquiries via email, chat, and phone. From diagnosing technical issues to managing customer expectations and knowing when to escalate, you'll endeavor to deliver the highest-quality support possible.
- Review company profiles. When a new contractor subscribes to our platform, you'll help ensure their profiles are updated with accurate data. To succeed, you'll work from a queue to review documentation and data entered, cross-checking that data across various sources.
- Become an expert on our product. As we launch new features in the platform, our internal teams and external customers look to you for support and guidance. You'll need to become an expert and stay up-to-date on product enhancements so you can provide top-notch service.
- Detail-oriented & organized. You prioritize, plan, and organize your daily tasks and are flexible enough to reprioritize as needs change. You pride yourself on never letting important details fall through the cracks.
- Effective communicator. You view each interaction as an opportunity to build trust, represent our brand, and foster strong relationships. Not only are you ridiculously helpful to customers, but you are also a stickler for impeccable grammar, spelling, and punctuation.
- Patient & empathetic. You have a knack for seeing things from the user's perspective. You can stay even-keeled and patient while interacting with a variety of customer personalities. When things are hectic, you bring the calm.
We're looking for someone with 1+ years of experience in a customer-facing role. You should be fairly tech-savvy and easily able to pick up new technologies. But most importantly, you need to be great on the phone and have a passion for providing exceptional customer service.
Benefits:
Our benefits go well beyond the basics. To support your work-life integration, we built a benefits program that takes care of the whole person, including physical, mental, financial, and emotional health.
- Medical, Dental, & Vision Insurance. We offer health, dental, and vision insurance to all full-time employees. Best part? You'll be eligible on day one.
- 401k. We offer a 401k and a 3% company contribution (even better than a match) to help you get ready to retire no matter how far off that seems.
- Parental leave. We take care of new parents by offering paid time off for births, adoptions, and fostering.
- Flexible PTO. Our culture of trust and measurement means there's no limit on time off, just an expectation of performance.
- Mentorship. Our office-based culture fosters meaningful learning, growth, and mentorship for our team.
About Highwire:
Highwire is the Contractor Success Platform for asset owners, general contractors, and facilities managers. The world's most admired organizations — including Skanska, Merck, and Bond Brothers — use Highwire to ensure their contractors and subcontractors deliver great work, on budget and on schedule, by collaborating with them to dynamically mitigate safety, financial, quality, and sustainability risks during capital projects and facilities maintenance. In 2021, Highwire raised a $96 million investment, led by Summit Partners, a $42 billion venture capital and private equity firm. Highwire is headquartered in Burlington, Massachusetts, with a second office in Boise, ID.