Customer Support Representative I at Prokeep

ABOUT US Prokeep is an Order Engine on a mission to empower distributors to win by turning every customer interaction into an order opportunity. Trusted by 8,000+ distributor locations and 40,000+ users, Prokeep makes it easy for over 3 million contractors, technicians, plumbers, electricians, mechanics, and other skilled professionals to order parts, troubleshoot issues, and generally, get what they need and get on with their day. Built for the $100+ billion distribution market, Prokeep eliminates missed opportunities caused by busy phone lines, scattered customer data, and passive sales habits. By centralizing communication and enabling proactive outreach, we help teams take more orders from any channel and get more orders by driving demand—fueling growth, stronger relationships, and greater impact across the supply chain. Having recently secured a $25M Series A investment, we’re poised for rapid growth and innovation. If you're passionate about tackling complex challenges in a collaborative, fast-paced environment while contributing to an often-overlooked yet vital sector of the economy, we’d love to have you on board. Let’s shape the future together—one order at a time! PROKEEP VALUES Build Together. – Collaboration, camaraderie, and customer-focus are core to how we collectively work and win. Own It. – Persistence and personal growth drive the results - and the rewards! - that we can all enjoy. Be Humble. Be Human. – Respect and authenticity allow us to build meaningful and lasting relationships. Have Fun! – Positivity, perseverance, and a bit of laughter all allow us to make an impact while enjoying the rollercoaster! YOUR MISSION Reporting to the Director, Customer Success Delivery, the Customer Support Representative will be the first line of support for distributors throughout North America. You will be responsible for delivering fast, high-quality resolutions to customer inquiries, troubleshooting platform issues, and ensuring every customer interaction leaves distributors feeling confident and supported in their use of Prokeep. To help us achieve our goals, we are looking for a new team member who thrives in a fast-paced environment, genuinely enjoys helping people, and takes pride in delivering an outstanding customer experience. Our ideal candidate is a strong communicator, a quick learner, and someone who finds satisfaction in solving problems. WHAT YOU WILL DO: Customer Support Representatives are often the first voice a customer hears when they need help. You play a critical role in ensuring customers can use Prokeep effectively, resolving issues quickly, and surfacing feedback that helps our product and customer success teams continuously improve. - Serve as the primary point of contact for inbound customer support inquiries via phone and email, delivering timely and accurate resolutions. - Troubleshoot platform issues by diagnosing problems, identifying root causes, and providing clear guidance to customers or escalating to the appropriate internal team. - Accurately log all customer interactions, issues, and resolutions in HubSpot to maintain visibility across the Customer Success organization. - Identify trends in customer issues and escalate recurring problems or product feedback to the product and engineering teams. - Partner with Customer Success Managers to flag at-risk accounts and ensure seamless handoffs when issues require deeper relationship engagement. - Contribute to the development and maintenance of support documentation, help center articles, and internal knowledge base resources. - Meet or exceed defined support SLAs and individual performance metrics including response time, resolution time, and customer satisfaction scores. - Act as a product expert, maintaining a deep understanding of the Prokeep platform to provide accurate, confident guidance to customers. - Represent the voice of the customer internally, advocating for product improvements based on direct feedback from your interactions. WHAT WE ARE LOOKING FOR: - 1+ years of experience in a customer support role in a SaaS or technology organization. - Ability to work Monday thru Friday, 9 AM - 5 PM Eastern Time. - Familiarity with HubSpot or similar CRM/support ticketing tools. - Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users. - A self-starter approach to tooling and efficiency, with interest in understanding how support platforms, automation, and AI can eliminate friction for both customers and internal teams. - Demonstrated ability to manage a high volume of inquiries while maintaining quality and attention to detail. - A proactive, solutions-oriented mindset with a genuine desire to help customers succeed. - Ability to learn new technologies quickly and adapt in a fast-paced, rapidly evolving startup environment. - Strong organizational skills and the ability to effectively prioritize competing tasks. - Experience working in or with the wholesale distribution or construction industry is a plus. WHY PROKEEP? At Prokeep, we offer a dynamic, passionate, and collaborative work environment where innovation thrives. Here’s what you can expect: - Competitive Compensation:Reflecting your expertise and impact. - Equity Package: Your success is our success—share in the growth you’ll help create. - Comprehensive Benefits: Health, dental, vision, life, short & long-term disability, 401(k), and employee assistance program (EAP). - Flexible PTO: Recharge and refocus with the flexibility to manage your time with no preset limits - Continuous Growth: Yearly education stipend to support your professional development.