Customer Support Specialist

Support Specialist

We're hiring three full-time Support Specialists to help home service businesses get the most out of SignpostAI.

Reports to
- Director of Customer Operations

Location
- Greater Austin area, TX

Work arrangement
- Hybrid: 2 days in office, 3 days remote

Employment type

- Full-time

Salary - $45,000 to $55,000 per year

Openings - 3

Schedule
- One fixed shift between 8:00 AM and 6:00 PM Central, Monday through Friday, plus a rotating on-call shift about one weekend a month

SignpostAI is the back office for the hardest-working people in business. We build technology that helps local service businesses (plumbers, HVAC companies, electricians, roofers, and other home service pros) answer every call, capture leads, book jobs, and grow.

Our products include AI answering, live receptionist services, and website and marketing tools. Our customers are busy owners who are often out in the field. Our job is to make their lives easier.

As a Support Specialist, you'll be the first person our customers reach when something isn't working or they have a question. You'll answer calls, emails, and chats, fix what you can, and get the right people involved when you can't.

This role is a great fit for someone who loves helping people, picks up new systems fast, and likes owning a problem until it's solved. You'll work closely with our Customer Success Managers (CSMs) and Builders, and your insights will help shape how we improve our products.

• Answer customer calls, emails, and chats quickly and in a friendly way.
• Troubleshoot AI answering issues, like calls not being handled the way a customer expects.
• Handle live receptionist feedback and complaints, and make sure they get resolved.
• Fix call routing problems and help customers understand how their calls flow.
• Answer SMS and A2P 10
  
  DLC questions, including registration status and texting rules.
• Help customers with website and marketing questions.
• Answer general billing questions and route invoice or payment specifics to the right person.
• Explain technical topics in plain, simple terms.
• Log every interaction, issue, and fix in Hub Spot.
• Escalate complex issues to the right team and follow up until the customer is taken care of.
• Spot recurring problems and share them with the team so we can fix the root cause.
• Help build and update support docs, processes, and best practices.

Support Specialists focus on fixing problems and answering questions. These go to other teams:

• Account strategy and long-term planning (CSMs)
• Invoice and billing specifics, like credits, refunds, or charge disputes
• Plan upgrades, downgrades, and cancellations (CSMs)
• New account setup and script building (Builders)

• 1 to 2 years of experience in customer support, customer service, SaaS support, or a similar customer-facing role (preferred).
• Tech savvy, with the ability to pick up new systems and processes quickly.
• Clear, friendly communication on the phone and in writing.
• A collaborative team player with a servant's heart. You genuinely want to help customers and teammates.
• Patience and empathy, especially with frustrated or stressed customers.
• Strong organization and attention to detail.
• Able to juggle several customer issues and prioritize well.
• A self-starter who owns problems instead of waiting for someone else to.
• Comfortable in a fast-paced startup where priorities can shift.
• Available for a rotating weekend on-call shift about once a month.
• Bonus: experience with Hub Spot, Aircall, Slack, or other CRM, phone, or help desk tools.
• Bonus: familiarity with home service businesses, phone systems, or business texting.

Your performance will be measured mainly by response time and ticket volume. Beyond the numbers, success means customers feel:

• Heard: they know we're listening and understand their needs.
• Supported: they can count on us when something isn't working.
• Empowered: they know how to get the most from SignpostAI.
• Confident: they trust us to follow through.

• Champion Local Business:
  We respect the vital role local businesses play in their communities, and their success is the whole point of what we do.
• Solve Problems Together:
  We're one team, focused on solutions instead of blame. When something breaks, we fix it and learn from it.
• Make Decisions and Move Boldly:
  We think like the entrepreneurs we serve. We move fast, celebrate real impact, and treat our work like it matters.
• Own Our Impact and Deliver Results:
  We hold…