Customer Support & QA Specialist
Full-Time Customer Support & QA Specialist | Structur Inc. | Remote
About Structur
Structur is a construction management software platform built specifically for general contractors. We are reimagining the way construction businesses run by giving GCs the tools, systems, and AI workflows they need to operate with clarity and confidence.
Beyond the software, we run Systems Accelerator, a program that teaches general contractors how to systematize their businesses using our Seven Core Systems framework. Everything we build is rooted in real construction experience and aimed at problems contractors face every day.
We are an ambitious team chasing a very large vision. Every hire we make is a long-term bet on someone we trust to take ownership and create great work.
The Role
We are looking for a full-time Customer Support & QA Specialist who will become one of the deepest product experts on the team. This is not a ticket-closing role. We need someone who owns the customer experience end to end: answering the question, finding the root cause, writing the documentation so nobody has to ask again, and catching the bug before it ever reaches a customer.
The job has two halves that feed each other. On the support side, you are the voice customers hear when something is confusing or broken. On the QA side, you are the last line of defense before a release goes live. The person who talks to customers all day is the person best equipped to break the software in the ways customers actually will.
You will work closely with Product, Engineering, and our video team, and you will have a direct line into what we build next.
What You Will Own
- Customer support (responding through Intercom, email, and CRM, resolving issues completely rather than passing them along, and following up until the customer is actually unblocked)
- Bug triage and escalation (reproducing issues, writing bug reports clear enough that an engineer can act on them without a follow-up conversation, and tracking them to resolution)
- Quality assurance (manual testing of new features and fixes, regression testing before every release, and testing across user roles, devices, and browsers)
- Release verification (confirming fixes work in production, not just staging, and owning the go/no-go signal from a QA standpoint)
- Help Center and documentation (writing and maintaining articles so that new features ship documented, not documented three weeks later)
- AI support content (keeping our Intercom AI agent and snippets accurate so it deflects real questions correctly instead of guessing)
- Customer education (collaborating with our video team on training content and recording your own Loom walkthroughs when a workflow needs explaining today)
- Product feedback (spotting the patterns in what customers struggle with and bringing that back to Product and Engineering with evidence)
- Test coverage (building out our test cases over time so our regression suite gets stronger every release)
- And more (we are a small team and the product is growing fast, so the scope will grow with you)
Who We Are Looking For
This role is a fit for someone who wants to own an area of the business, not work a queue. The right person is curious, unusually thorough, and takes it personally when a bug reaches a customer.
- Product obsessive. You want to know how everything works, including the parts nobody asked you about. You become the person both customers and teammates come to with questions.
- A clear writer. You can explain a complicated workflow in plain language, in three sentences, without jargon. Your bug reports and help articles are a pleasure to read.
- Naturally skeptical. You enjoy breaking software. When you see a form, you wonder what happens if you submit it empty, twice, as the wrong user role, on a phone.
- Detail oriented. You notice the misaligned column, the wrong total, the status that did not update. Small things bother you.
- Self-starter. You see what needs to happen and do it. Nobody has to chase you, remind you, or spell out the details.
- Calm with customers. You handle frustrated people well. You take ownership of the problem instead of explaining why it is not your department.
- Speed and consistency. You hit response times and release deadlines without being asked twice.
- Communication. You raise problems early, ask the right questions, and document your process.
- Self-managed. You manage your own time, your own queue, and your own test plans. You do not need daily check-ins.
- Long-term thinker. You want to grow with the company. You are looking for a long term partnership, not a gig.
Experience We Expect
- 4+ years in Customer Support, Customer Success, or Technical Support at a SaaS company
- Excellent written communication in English
- Experience creating or maintaining knowledge base articles
- Experience writing detailed bug reports with clear reproduction steps
- Comfortable recording screen walkthroughs in Loom or similar
Bonus Points
- QA or software testing experience, including writing test cases and executing test plans
- Familiarity with Linear or similar issue tracking tools
- Construction or project management industry experience
- Experience testing financial or accounting software (invoices, budgets, change orders)
- Experience training or tuning an AI support bot
- Basic video editing skills
Tools You Will Use
- Support: Intercom (conversations, AI agent, Help Center)
- Issue tracking: Linear
- Documentation: Confluence and Intercom Help Center
- CRM: GoHighLevel
- Video: Loom for walkthroughs, plus collaboration with our video producer
- Communication: Slack
- Storage: Google Drive
- The product: Structur itself, across every module, on desktop and mobile
What Success Looks Like
- Support: fast first-response times, high CSAT, and a Help Center that is genuinely current
- AI: measurably better AI resolution accuracy as your content improves
- QA: full test coverage before each release, fewer defects reaching production, and a test case library that grows every month
- Product: Engineering and Product regularly act on the patterns you surface
Compensation and Terms
- Pay: $3000 - $4000 USD / month
- Location: Remote
- Schedule: Full time and self-managed, with coverage during US business hours (EST)
- Tools: Software licenses and subscriptions covered by Structur
- Reporting: Report directly to the Customer Success Manager
- Trial period: First 90 days as a working trial to confirm fit on both sides
- Growth: Compensation reviewed at 12 months based on ownership, output, and impact
How To Apply
Send an email to [email protected] with these items:
- A short Loom video introducing yourself and telling us why this role is interesting to you and why you are qualified for it
- Your LinkedIn profile or resume
- An example of a help article or piece of documentation you are proud of
- (Optional) An example of a bug report you have written
- A few sentences on a piece of software you use that has excellent documentation, and why it works
Thank you and we look forward to hearing from you.
Job Type: Full-time
Pay: $3,000.00 - $4,000.00 per month
Work Location: Remote
