Customer Support Specialist

About Dispatch

Dispatch is redefining how the world experiences home and field service. Trusted by leading brands and service providers, we power seamless, reliable service experiences through a modern platform built for scale. With deep roots in field service innovation, including the acquisition of Youreka, a leading no‑code mobile automation solution on Salesforce, and the backing of Vista Equity Partners, Dispatch is positioned for rapid growth.

We’re not just another software vendor. We’re a true brand partner, combining powerful technology, exceptional people, and a partnership‑first mindset to deliver measurable value for our customers.

• Handle inbound/outbound support requests by email and phone in a timely fashion.
• Juggle multiple open requests simultaneously.
• Troubleshoot reported problems by customers.
• Help empower our customers by using premium product offerings, functionality and solutions in a warm, inbound lead (sale) process (no cold calling).
• Provide training material and guidance to customers.
• Maintain constant knowledge of Dispatch products and changes & additions to such products.
• Communicate daily with the team as issues and requests arise.
• Deal with multiple customer personalities and emotions with grace (Happy, Unhappy, Angry, Impatient, Short, Kind, etc.).
• Thrive in a fast‑paced, high‑pressure, start‑up culture that expects great things every day.

• A Support Veteran:
  You've got at least 1‑2 years of support experience, ideally at a software company.
• A Techspert:
  You're fluent in both Mac and Windows. Learning new tools on the fly is a breeze for you. You might have dabbled in a programming language or two before, and know enough to be dangerous.
• A Communicator:
  You're able to speak verbally and in writing with a professional, friendly tone while resolving problems & answering questions.
• A Teacher:
  You're skilled in providing step‑by‑step guidance to resolving issues, providing assistance and education to customers who may be lost in using Dispatch.
• Patient:
  No matter what, you maintain a calm, positive voice when handling a wide range of customer personalities.
• A Troubleshooter:
  You enjoy digging into a problem, diagnosing the break in the chain, narrowing the possibilities to as few pinpoints as possible.
• A Life‑Long Learner:
  You constantly learn about technology, software products, and customer service behaviors during your own time.
• A Bostonian:
  You're local and able to work in our Boston, MA (Downtown Crossing) office daily during the 4‑week training period, and in a hybrid capacity once fully onboarded.

• Proven ability to articulate in writing and voice.
• Natural ability to run fast while exercising sound judgment.
• Hands‑on experience working within Salesforce Cases (preferred).
• Comfortable using AI tools in everyday processes.
• Proficiency using computers, software tools.
• Strong work ethic and a sense of commitment is a requirement.
• Motivated and comfortable working with others every day.

• Learn the core product suite that empowers our most active users across the country.
• Become familiar with the tone and communication style the team uses when working with customers.
• Attend team meetings that discuss recent challenges, product updates, and company‑wide announcements.
• Meet with members of the Customer Success and Customer Experience teams individually to understand our customers and products.
• Comb through our training & educational materials.

• Have a strong understanding of the business, and begin teaching us a thing or two we don't know.
• Consider yourself a product expert in Dispatch's solutions.
• Demonstrate confidence when working with customers, solving their urgent needs.
• Handle incoming and outgoing phone, email and chat conversations.

• Strengthen your product knowledge, building technical aptitude.
• Be able to openly speak about & explain our product features without a computer in front of you.
• Showcase professional communication with customers, positive CSAT scores and handling of 15%+ of all support conversations.

• Active…