Technical Support Specialist (West Coast) at Workyard

Workyard is a fast-growing, venture-backed startup revolutionizing workforce management in the construction industry. With $300 billion spent annually on labor, we’re bringing trust, transparency, and technology to the table—empowering companies and workers to make smarter decisions and operate more efficiently. The Role As a Tier 1 Customer Support Specialist at Workyard, you’ll be at the heart of the customer experience, helping users get the most out of our platform. You’ll support customers throughout their journey—from onboarding and troubleshooting to sharing updates and insights. You'll be a critical player in our mission to retain and grow our customer base through stellar support and proactive engagement. This is a remote role within the US and requires full US working rights. Salary: $40,000USD/year Final compensation may vary based on experience, qualifications, and applicable wage laws. Responsibilities LIVE SUPPORT COVERAGE - Remain actively available on phone and chat queues during scheduled shifts - Handle a high volume of inbound customer interactions in real time - Maintain strong response times and availability metrics CUSTOMER SUPPORT & ISSUE RESOLUTION - Assist customers with general product usage questions - Troubleshoot basic issues and provide step-by-step guidance - Troubleshoot GPS and location issues on mobile and web applications - Assist with geofence setup and troubleshooting - Support expense product questions, including how to activate and use cards - Answer basic questions regarding forms - Escalate complex or technical issues to Tier 2 or appropriate teams when needed BILLING SUPPORT - Answer customer inquiries related to: - Invoices and charges - Plan details and pricing - Billing cycles and proration - Explain billing adjustments clearly and professionally - Updating payment information DUPLICATE PROFILES & DATA CLEANUP - Identify and assist with duplicate user profiles - Guide customers through resolving duplicate accounts - Escalate when backend intervention is required CROSS-TEAM COMMUNICATION - Collaborate with internal teams (Tier 2, Engineering, Revenue, Implementation, Sales) for issue resolution - Clearly escalate issues with proper context, notes, and reproduction steps - Follow up on escalated tickets to ensure timely resolution - Communicate updates back to customers when needed DOCUMENTATION & COMMUNICATION - Accurately document all customer interactions in the support system - Provide clear, concise, and professional communication at all times - Follow internal processes and workflows for consistency PERFORMANCE EXPECTATIONS - Maintain high availability on phone and chat support - Meet or exceed response time and resolution targets - Deliver a positive customer experience (CSAT-focused) - Demonstrate strong product knowledge and continuous improvement REQUIRED SKILLS & QUALIFICATIONS - Strong verbal and written communication skills - Ability to multitask across multiple conversations (chat + phone) - Customer-first mindset with strong problem-solving abilities - Basic technical troubleshooting skills - Ability to work in a fast-paced, high-volume environment PREFERRED QUALIFICATIONS - Previous customer support or call center experience - Experience with SaaS or workforce management tools - Familiarity with CRM or support ticketing systems ADDITIONAL NOTES - This role requires consistent presence on live support channels - Flexibility in handling a variety of customer issues is essential - Training will be provided on product knowledge, billing processes, and support tools - Fluency in Spanish is a plus Benefits Comprehensive benefits including Aetna medical, dental, and vision coverage, Flexible Spending Accounts (FSA), Teladoc virtual care, One Medical membership, Kindbody family-building support, an Employee Assistance Program, 401(k) retirement plan through Empower, and pre-tax commuter benefits (for those based in our San Francisco office). Equal Opportunity Employer Workyard is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable law. Accommodations Workyard is committed to providing reasonable accommodations for individuals with disabilities during the hiring process. If you require assistance or accommodation, please contact us so we can support you.