Customer Success Specialist

Company Overview

Contractor+ offers a comprehensive all-in-one platform for contractors to manage clients, estimates, payments, job scheduling, and more, effectively serving as an operating system for contracting businesses. The core team is a dynamic group of approximately 35 members dedicated to delivering exceptional support to field-based customers who require immediate assistance regardless of time.

Role Summary

This position involves providing customer support during the US evening and weekend hours from India, covering second shift responsibilities. The role requires managing communication across chats, emails, phone calls, and live demonstrations in both English and Spanish. The primary focus is to deliver continuous support outside regular business hours, including weekends.

Key Responsibilities

• Respond promptly to inbound chats, emails, and calls from US-based contractors in English and Spanish.
• Conduct live demonstrations and onboarding sessions for new users.
• Assist customers with setup tasks including estimates, invoices, payments, and scheduling within the application.
• Diagnose technical problems, reproduce software bugs, and escalate them with detailed information to the development team.
• Manage support tickets from the initial response through to resolution.
• Act as a liaison between customers and the development team concerning open issues.
• Proactively analyze recent tickets and test the application to identify potential issues before they affect customers during downtime.

Required Qualifications

• Fluency in Spanish (spoken and written) and proficiency in clear English communication.
• Demonstrated integrity and accountability, taking ownership of issues until fully resolved.
• A minimum of 4 to 5 years in customer support or customer success roles, ideally within SaaS environments.
• Technical aptitude with the ability to troubleshoot effectively before escalating issues, and to produce clear, developer-friendly bug reports.
• Availability for night shift work corresponding to Wednesday through Sunday US Eastern time (approximately 11:30pm to 8:30am IST).
• Experience using AI tools such as ChatGPT and Claude to enhance work efficiency.

Additional Information

• Position is fully remote but candidates must be located in India.
• Work shift aligns with US Eastern time from 2pm to 11pm (shifting seasonally for daylight savings), corresponding to late-night to early morning in IST.
• Working days are Wednesday to Sunday US time; Monday and Tuesday are off.
• Direct reporting to the Customer Success Lead.
• Preferred start date is within 30 days.
• Employees must use personal devices; no equipment allowance is provided.
• Time tracking is conducted through TeamLogger software.
• Health insurance benefits are currently not available.

How to Apply

Applications are reviewed carefully with no trick questions involved. Prospective candidates demonstrating complete understanding of the role are encouraged to apply promptly.