About XBuild
XBuild is an AI-native platform built for contractors — the people who actually build things. We help roofing companies, restoration crews, HVAC contractors, and general contractors win more business by putting professional proposals, accurate estimates, and clean customer experiences in their hands — fast.
We’re not a committee. We’re not a process. We’re a small team moving fast on a massive market that legacy software has largely ignored.
If you've ever been frustrated by support teams that only know how to read from a script, you'll understand immediately why this role is different.
Role Overview
This is not a traditional customer support role.
We're not looking for someone to close tickets all day and move on to the next conversation. We're looking for someone who enjoys solving problems, helping customers succeed, and acting as the bridge between our customers and our product team.
You'll work directly with contractors across the country, helping them adopt the platform, troubleshoot issues, answer product questions, and identify opportunities to improve the customer experience.
You won't have a script. You won't have an escalation tree for every situation. You'll be expected to investigate, think critically, and take ownership of customer outcomes.
The right person will become a trusted resource for our customers and a key voice internally for product feedback and customer insights.
Spanish language skills are a plus. Many of the contractors and business owners we support operate in both English and Spanish, so candidates who can comfortably communicate in both languages will have the opportunity to make an immediate impact.
This Role Is NOT For You If:
- You need a script to answer every question
- You prefer forwarding problems instead of solving them
- You get frustrated when software changes quickly
- You want a role where every process is already documented
- You measure success by tickets closed rather than customers helped
- You prefer working behind the scenes and avoiding customer conversations
If any of those sound like you, this role probably won't be a fit.
Key ResponsibilitiesCustomer Support
- Respond to customer questions via phone, email, and chat
- Troubleshoot product issues and identify root causes
- Guide customers through workflows and platform functionality
- Provide timely and professional customer communication
- Escalate bugs and product issues when appropriate
Customer Education
- Help customers understand best practices
- Train customers on platform features and workflows
- Share prompting recommendations and usage tips
- Reinforce successful adoption habits
Customer Success & Adoption
- Monitor customer engagement and platform usage
- Identify customers who may be struggling or at risk
- Proactively reach out to customers when necessary
- Assist with onboarding and activation activities
- Help drive customer adoption during the first 30 days
Product Feedback & Internal Communication
- Document customer feedback
- Identify recurring issues and trends
- Report bugs and product concerns
- Partner with Product, Sales, and Customer Success teams
- Help improve documentation and internal processes
CRM & Documentation
- Maintain accurate customer notes
- Document interactions and outcomes
- Track customer sentiment and recurring themes
- Ensure visibility into customer health and support history
What We’re Actually Looking For
The people who succeed here are naturally curious.
When a customer asks a question they don't know the answer to, they don't panic. They investigate.
They enjoy helping people. They communicate clearly. They can explain technical concepts to non-technical users. They take ownership of problems and don't assume someone else will fix them.
Most importantly, they care about customer outcomes.
QualificationsRequired
- 1–3 years of customer support, customer success, account management, or related experience
- Strong written and verbal communication skills
- Comfortable troubleshooting software issues
- Ability to manage multiple customer conversations simultaneously
- Strong organizational skills and attention to detail
- Comfortable working in a fast-moving environment
Preferred
- Bilingual (English/Spanish)
- Experience supporting Spanish-speaking customers in a professional environment
- SaaS experience
- Customer Success experience
- HubSpot, Intercom, or CRM experience
- Experience supporting contractors, construction companies, or home service businesses
- Experience using AI tools such as ChatGPT in daily workflows
- Technical troubleshooting experience
Success Metrics
Success in this role may be measured by:
- Customer satisfaction
- First response time
- Resolution time
- Customer adoption and engagement
- Customer retention
- Product feedback quality
- Documentation accuracy
- Escalation quality
Pay: From $45,000.00 per year
Work Location: In person
