Customer Support Representative

Customer Support Representative

Service Core is a rapidly growing field-service Software as a Service platform serving the portable sanitation and septic industries. Named the #80 fastest-growing software company in America by Inc. 5,000, we're redefining how our customers manage their businesses. Our software helps hardworking business owners save time, stay organized, and get paid faster by streamlining job management, route optimization, inventory tracking, and billing automation.

We take pride in being the go-to solution for an underserved industry. Our customers work hard, and so do we. We give them tools to get more done with less stress.

At Service Core, you'll work in a fast-paced, agile environment where we take our work seriously but keep things fun and authentic. We believe in growing together, celebrating successes, and empowering each team member to make a real impact.

We're looking for a Customer Support Representative to join our team. This position is critical to how our customers experience our product and our company. You'll work directly with small to mid-sized business owners and office teams who rely on our software to run their day-to-day operations.

Location:

Denver, CO area preferred, with a hybrid schedule (2 days per week in our Denver office). We're open to fully remote for the right candidate.

This is not a script-following, ticket-closing role. We're looking for someone who can listen carefully, diagnose real problems, explain solutions clearly, and take ownership from first contact through resolution. If you're comfortable working independently, managing your time, and making good judgment calls while supporting a high-volume queue, you'll do well here.

What You'll Be Doing

• Provide multi-channel customer support via email, chat, and phone, helping customers resolve questions and issues efficiently and clearly.
• Troubleshoot product issues using Pylon and Jira, knowing when to investigate further, when to escalate, and how to keep the customer informed throughout the process.
• Own customer issues end-to-end, ensuring nothing falls through the cracks and follow-ups actually happen.
• Document and categorize issues accurately, helping improve reporting, internal visibility, and long-term product fixes.
• Collaborate closely with teammates and cross-functional partners, especially Product and Engineering, to surface patterns, edge cases, and recurring pain points.
• Build strong product knowledge so you can confidently guide customers through workflows, features, and best practices without over complicating things.
• Represent the customer's perspective internally by sharing clear, practical feedback rooted in real usage and real impact.

We're AI-Forward

AI is part of how we work, not a side project. You'll be encouraged to use AI tooling to troubleshoot faster, write better customer replies, and document issues more accurately. If you've used tools like ChatGPT or Claude, built prompts, or automated parts of your own workflow, tell us about it.

Who You Are

• A true team player. You're engaged, you show up for your teammates, and you bring positivity to a busy queue. We're a tight team, and how you work with others matters as much as how you work a ticket.
• Customer-focused and practical. You care about solving the real problem, not just sending a response.
• Calm under pressure. You can handle frustrated customers, shifting priorities, and a busy queue without letting quality slip.
• A clear communicator. You explain things in plain language, avoid jargon, and adapt your tone to the person on the other end.
• Comfortable learning new tools. We are transitioning off Zendesk to Pylon, so we're looking for someone who adapts quickly. Experience with any helpdesk platform is helpful, and familiarity with Jira is even better. You understand how good ticket hygiene supports the whole organization.
• Accountable and organized. You follow through, manage your workload well, and don't need constant oversight to stay on track.
• Adaptable and curious. You pick up new workflows quickly and are willing to learn as the product and customer needs evolve.
• Self-directed and communicative. You can work independently, stay engaged with a team split between the office and home, and communicate clearly in both settings.

Base Salary

$50,000 - $70,000 (based on experience)

Benefits and Perks

• 14 Company Holidays in addition to Flexible PTO
• Medical, dental and vision insurance with generous employer contributions
• 401(k) w/ employer match
• Regular lunches and a…