Customer Support Specialist

About Flitch

Flitch is revolutionizing how independent lumber and building material dealers manage their businesses by developing a cloud-native platform that covers sales, inventory, purchasing, deliveries, accounting, and customer relations. Operating in a $1 trillion industry still reliant on outdated software, Flitch is rapidly growing with weekly feature releases and delivering transformative solutions that enhance dealer operations.

Role Overview

As a Customer Support Specialist, you will be the initial point of assistance for customers needing help. Your work will span troubleshooting point-of-sale problems, investigating inventory inconsistencies, guiding new workflows, and managing account reconciliations. You'll serve as a vital link between customers and internal teams including Customer Success, Product, and Engineering, addressing complex issues, driving product improvements, and ensuring clients maximize the value of Flitch.

Key Responsibilities

• Provide outstanding customer service through chat, email, and telephone channels.
• Diagnose diverse customer concerns related to POS, sales orders, purchasing, inventory, accounting, reporting, deliveries, and user administration.
• Identify root causes of software problems and deliver timely, thoughtful solutions.
• Analyze customer-related data via spreadsheets and reports to reconcile balances and answer queries.
• Collaborate with Engineering to file bug reports, reproduce issues, and convey customer insights to refine the product.
• Work closely with Customer Success to pinpoint educational needs and proactively enhance customer experience.
• Develop and update documentation, help center articles, and troubleshooting manuals to improve support scalability.
• Utilize AI tools to boost response quality, efficiency, and internal knowledge management.
• Expand your expertise continuously to become a trusted authority on the Flitch platform.
• Foster a culture of ownership, teamwork, and continuous enhancement.

Desired Qualifications

• Exceptional attention to detail with the ability to notice subtle issues.
• Strong analytical thinking and troubleshooting aptitude, capable of tackling complex problems independently.
• Excellent written and oral communication skills.
• Outstanding organizational skills to juggle multiple customer inquiries efficiently.
• A customer-first mindset with a sincere commitment to helping users succeed.
• Comfortable mastering complex software and clarifying technical topics for non-technical audiences.
• Ability to adapt and thrive in a fast-moving startup setting with shifting priorities.
• Proficiency in using spreadsheets for data examination and issue reconciliation.
• Highly self-driven with a strong sense of responsibility and accountability.

Additional Advantages

• Previous experience in customer support, technical support, or customer success roles.
• Background in SaaS or technology companies.
• Familiarity with accounting, bookkeeping, financial reconciliation, or ERP systems.
• Knowledge of retail operations, POS systems, inventory management, or purchasing processes.
• Experience with software troubleshooting and technical problem resolution.

Why Join Flitch?

This role offers a chance to join a pioneering company at an exhilarating growth phase. You will engage directly with seasoned founders, influence the trajectory of the sales organization, and contribute to modernizing an industry long dependent on antiquated technology. Flitch values rapid innovation, invests in its talent, and encourages idea generation from all levels. If you seek meaningful work with clear impact, accelerated personal development, and recognition for success, Flitch is an ideal place to thrive.