Remote Customer Support Role with Competitive Pay – Apply Now at Adaptive!

JOB DETAILS
Customer Support Representative
Compensation: $60,000 – $80,000/year
Company: Adaptive
Job Type: Full-time, Remote (United States)

What We Do
Adaptive is a fast-growing vertical software company with a team of 34, building world-class financial tools for the real estate and construction industries. We’ve raised $26M from top investors like Emergence and a16z, alongside notable angel investors from companies like Brex, Ramp, and Shopify.

Why Join Us?

• Power the Local Built Environment: We empower small businesses that build and transform communities across the country—whether it’s your favorite café, a new home, or creative solutions like ADUs tackling housing challenges.
• Join a World-Class Team: With deep expertise in finance, technology, and construction, we’re a dynamic, collaborative team with a fast-growing customer base. We have the momentum and vision to revolutionize this market, and we’d love for you to be part of it.

Role Summary
As a Customer Support Representative at Adaptive, you’ll be the first point of contact for our customers, ensuring smooth problem resolution and maintaining our high standards of customer satisfaction. You’ll need to demonstrate problem-solving skills, clear communication, and a passion for customer success. Familiarity with QuickBooks and construction finance (or a quick learning ability) is a plus.

Key Responsibilities

• Act as the “first line of defense” for customer inquiries—providing quick, effective solutions and escalating complex issues when necessary.
• Develop workarounds for unique customer cases using your problem-solving skills.
• Collaborate closely with the engineering team to provide detailed issue tracking during escalations.
• Maintain a comprehensive tracking system for customer requests, issues, and feature requests.
• Ensure timely follow-ups on inquiries, escalations, and feedback.
• Work with the product team to relay customer feedback and feature suggestions.
• Create user-friendly articles for our Help Center to address common support requests.

Qualifications

• 2+ years of customer support or similar client-facing experience, preferably in SaaS or technology.
• Excellent written and verbal communication skills.
• Strong problem-solving ability and meticulous attention to detail.
• General understanding of construction industry financial processes or a quick learning aptitude.
• Familiarity with QuickBooks (or the ability to learn it quickly).
• Experience with customer communication tools like Intercom or similar platforms.
• Ability to explain complex technical concepts in simple, non-technical language.
• Proven commitment to customer satisfaction and continuous improvement.
• Experience coordinating with technical teams and managing follow-ups.