Chat Support
At INGENIOUS.BUILD, we’ve cracked the code and built a world-class platform for companies of all sizes within the real estate and construction industries across the globe, enabling them to simply and effortlessly manage all aspects of their projects - from inception to completion, and both internally and in conjunction with the other project participants.
About the role
At INGENIOUS.BUILD we are seeking a Chat Support Representative with 1-2 years of prior experience in a customer support role within enterprise SaaS space. At INGENIOUS.BUILD’s we are a culture made up of proactive, and detail-oriented individuals who strive to improve the construction industry. As a Chat Support Representative, you will be responsible for assisting customers with product inquiries, troubleshooting technical issues, and providing timely and effective solutions to ensure customer satisfaction.
In this position, you will
Troubleshoot and resolve technical issues related to our SaaS platform, escalating complex issues to the appropriate teams when necessary
Guide customers through product features and functionalities, providing clear and concise instructions
Document and track customer interactions and reported issues in the CRM system
Collaborate with cross-functional teams Product, Engineering, and Sales, to advocate for customer needs and drive product improvements
Identify opportunities to improve support processes and procedures to enhance the overall customer experience
Stay up-to-date on product updates, new features, and industry trends to assist customers effectively
Provide proactive support by anticipating customer needs and offering solutions before issues arise
Skills and Experience needed
Chat-based support experience (live chat and/or async messaging); comfortable handling multiple concurrent conversations
Experience supporting a technical software product (SaaS strongly preferred)
Strong written communication: clear, concise, empathetic, grammatically solid (chat is a writing-first medium)
Troubleshooting and problem decomposition: can isolate an issue, attempt to reproduce it, and explain it plainly
Case/ticket management discipline: thorough documentation, follow-through, and respect for SLAs
Strongly Preferred Skills
Sound triage and escalation instincts: knows what they can resolve vs. what should go to engineering, and how to hand it off well
Comfort with diagnostic tools: logs, session replay (e.g., Fullstory), browser dev tools, ticketing systems
Basic technical literacy: how web apps work, experience with SaaS, APIs/integrations at a conceptual level is a bonus
Experience writing or maintaining internal docs and KB/help articles
Familiarity with support tooling (e.g., Zendesk, Intercom, HubSpot Service, Jira, etc.)
Soft Skills & Traits
Patience and emotional regulation under pressure
Curiosity: wants to understand WHY, not just close the ticket
Coachability: takes feedback and iterates quickly
Ownership: follows through without being chased
Customer empathy balanced with healthy boundary-setting
Bonus Skills
Domain knowledge in our industry (construction / project-management software)
Prior experience at a start up (comfort with ambiguity)
1-2 years customer support experience in enterprise SaaS; chat-based support experience; strong written communication; troubleshooting skills; case/ticket management discipline; familiarity with support tools like Zendesk, Intercom, HubSpot Service, Jira.
Key Responsibilities
- troubleshooting technical issues
- guiding customers
- documenting interactions
Skills & Tools
Zendesk, Intercom, HubSpot Service, Jira, Fullstory
Job Details
- Category: Customer Service
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — United States
- Languages: English
About INGENIOUS.BUILD
A construction management software platform for real estate and construction companies. — Industry: Information Technology