Customer Support Representative

Customer Support Representative

FieldFl | Full-time | Hybrid in Colorado

About FieldFl

FieldFl is a management platform purpose-built for specialty subcontractors in construction and field services. We help trade contractors streamline operations, strengthen safety, and gain real-time project visibility. We are rapidly scaling, and our customers are at the heart of what we do.

The Role

We are seeking a detail-oriented, customer-focused Customer Support Representative to be the first point of contact for FieldFl customers. In this critical role, you will help customers navigate our software, troubleshoot issues, and gain confidence in our platform. Because of the complexity of the specialty subcontractor industry, direct experience in construction or field services is vital for a successful transition and steep learning curve. You will also partner closely with our Customer Success team on administrative tasks and customer education.

Core ResponsibilitiesCustomer Support & Issue Resolution

• Serve as the first point of contact for all customer inquiries via email/Intercom, phone, and chat.
• Troubleshoot product issues, answer questions, and provide timely, friendly, and effective solutions.
• Ensure all customer interactions and issues are clearly documented and followed through to resolution.

Knowledge Base & Documentation

• Contribute to our Help Center articles, FAQs, and training resources to improve customer self-service.
• Identify common issues and documentation gaps, proactively updating resources and improving software utilization within our support tools (e.g., Intercom).

Cross-Functional Collaboration

• Work closely with Customer Success, Product, and Engineering to escalate technical issues and share customer feedback/trends that inform product improvements.
• Act as a strong internal advocate for an exceptional customer experience.

Administrative & Process Improvement

• Assist the Customer Success team with scheduling, reporting, and data entry.
• Log customer interactions and maintain accurate records using HubSpot CRM.
• Identify and implement opportunities to improve support workflows, response times, and internal processes.

Required Skills and Experience

• 1-3 years of proven experience in the construction industry, field services, or a related environment.
• Strong written and verbal communication skills with an unwavering customer-first mindset.
• High attention to detail and strong organizational skills.
• Ability to troubleshoot complex problems, think critically, and follow issues through to resolution.
• A collaborative attitude with comfort working cross-functionally across multiple teams.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Curiosity and eagerness to learn the FieldFl platform and our customers' industries.

Nice to Have

• Experience in a SaaS support, customer service, or customer success role.
• Familiarity with customer support and CRM tools such as Intercom and HubSpot.
• Interest in growing into Customer Success, Product, or Support leadership over time.

Why FieldFl

• Build something meaningful for customers who do vital work in the real world.
• Join a high-growth company with opportunities to learn and advance your career.
• Work with a smart, mission-driven team that values ownership, curiosity, and teamwork.
• Competitive compensation, benefits, and room to grow. Current salary range $51,273-$60,000.

FieldFl Equal Opportunity & Hiring Practices Statement

FieldFl is proud to be an Equal Opportunity Employer.
We’re building a team of talented, kind, and driven people, and we believe great work happens when everyone feels respected, supported, and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, marital status, or any other characteristic protected by applicable law.

Employment with FieldFl is contingent upon the successful completion of any applicable background checks, which are conducted in compliance with federal, state, and local laws.

Candidates must be authorized to work in the United States on a full-time basis without the need for current or future visa sponsorship.

We are deeply committed to fair, consistent, and thoughtful hiring practices and to creating a workplace where everyone has the opportunity to do their best work.

If you need a reasonable accommodation during the application or interview process, just let us know — we’re happy to help.