Customer Support Specialist  

Austin, TX (hybrid) | Customer Experience Team | Real Problems, Real Impact

Want to do work that actually helps people every day?
At Buildxact, we help builders and trades run smarter businesses with less admin, less chaos, and more control. We’re looking for a sharp, curious Customer Support Specialist to solve problems, build trust, and turn frustrated moments into loyal customers.

Why You’ll Love It Here:

Real Customers, Real Wins – Every day you help builders get unstuck and back to work

More Than Support – You’ll influence product, improve systems, and shape the customer experience

Modern Tools – AI-powered workflows, smart support systems, and a company that embraces better ways to work

Growth Pathways – Expand into Customer Success, QA, Product, or Engineering over time

Tight Team Energy – No scripts, no corporate nonsense, just good people solving real problems

What You’ll Be Doing:

• Resolve Tier 1 and Tier 2 support issues across email and chat with speed, care, and strong judgment
• Partner directly with builders, merchants, and manufacturers to understand blockers and guide them to solutions
• Reproduce bugs, document issues clearly, and partner with Engineering to speed up fixes
• Build strong product knowledge so you can explain solutions in plain language customers actually understand
• Use AI tools to draft responses, surface knowledge, spot trends, and move faster on what matters most
• Help improve AI-powered support workflows for faster and smarter customer experiences
• Create and maintain help content including articles, FAQs, and self-service resources
• Identify churn risk early, escalate thoughtfully, and partner with Customer Success when needed
• Feed recurring customer pain points back to Product and Engineering so we keep improving
• Where possible, contribute small fixes or enhancements that build your technical skillset

You’ll Thrive If You Have:

• 2+ years in SaaS, software, or technical customer support
• Strong troubleshooting instincts and genuine curiosity about how things work
• The patience and emotional intelligence to handle complex or frustrated customer conversations well
• Comfort with technical concepts like APIs, browser tools, logs, and how software is built
• Experience with support tools like Intercom, Jira, Zendesk, or similar platforms
• Hands-on use of AI tools that improve speed, quality, or workflow efficiency
• Excellent written communication that feels clear, warm, and human
• A bias toward action - you fix problems instead of waiting around
• Bonus points if you know construction, trades, or have supported field-based customers before

The Buildxact Way:

We build like the customers we serve: practical, hardworking, and built to last. Our values are:

It’s yours to nail
Customer success is our success
Do what’s right
Keep it simple