Customer Support Specialist (United States)

Workyard is a fast-growing, venture-backed startup revolutionizing workforce management in the construction industry. With $300 billion spent annually on labor, we’re bringing trust, transparency, and technology to the table—empowering companies and workers to make smarter decisions and operate more efficiently.

The Role

As a Tier 1 Customer Support Specialist at Workyard, you’ll be at the heart of the customer experience, helping users get the most out of our platform. You’ll support customers throughout their journey—from onboarding and troubleshooting to sharing updates and insights. You'll be a critical player in our mission to retain and grow our customer base through stellar support and proactive engagement.

This is a remote role within the US and requires full US working rights.

Salary: $40,000USD/year

Final compensation may vary based on experience, qualifications, and applicable wage laws.

Responsibilities

Live Support Coverage

• Remain actively available on phone and chat queues during scheduled shifts

  Handle a high volume of inbound customer interactions in real time

  Maintain strong response times and availability metrics

Customer Support & Issue Resolution

• Assist customers with general product usage questions

  Troubleshoot basic issues and provide step-by-step guidance

  Troubleshoot GPS and location issues on mobile and web applications

  Assist with geofence setup and troubleshooting

  Support expense product questions, including how to activate and use cards

  Answer basic questions regarding forms

  Escalate complex or technical issues to Tier 2 or appropriate teams when needed

Billing Support

• Answer customer inquiries related to:

  Invoices and charges

  Plan details and pricing

  Billing cycles and proration

  Explain billing adjustments clearly and professionally

  Updating payment information

Duplicate Profiles & Data Cleanup

• Identify and assist with duplicate user profiles

  Guide customers through resolving duplicate accounts

  Escalate when backend intervention is required

Cross-Team Communication

• Collaborate with internal teams (Tier 2, Engineering, Revenue, Implementation, Sales) for issue resolution

  Clearly escalate issues with proper context, notes, and reproduction steps

  Follow up on escalated tickets to ensure timely resolution

  Communicate updates back to customers when needed

Documentation & Communication

• Accurately document all customer interactions in the support system

  Provide clear, concise, and professional communication at all times

  Follow internal processes and workflows for consistency

Performance Expectations

• Maintain high availability on phone and chat support

  Meet or exceed response time and resolution targets

  Deliver a positive customer experience (CSAT-focused)

  Demonstrate strong product knowledge and continuous improvement

Required Skills & Qualifications

• Strong verbal and written communication skills

  Ability to multitask across multiple conversations (chat + phone)

  Customer-first mindset with strong problem-solving abilities

  Basic technical troubleshooting skills

  Ability to work in a fast-paced, high-volume environment

Preferred Qualifications

• Previous customer support or call center experience

  Experience with SaaS or workforce management tools

  Familiarity with CRM or support ticketing systems

Additional Notes

• This role requires consistent presence on live support channels

  Flexibility in handling a variety of customer issues is essential

  Training will be provided on product knowledge, billing processes, and support tools

  Fluency in Spanish is a plus

  Benefits

  Comprehensive benefits including Aetna medical, dental, and vision coverage, Flexible Spending Accounts (FSA), Teladoc virtual care, One Medical membership, Kindbody family-building support, an Employee Assistance Program, 401(k) retirement plan through Empower, and pre-tax commuter benefits (for those based in our San Francisco office).

  Equal Opportunity Employer

  Workyard is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable law.

  Accommodations

  Workyard is committed to providing reasonable accommodations for individuals with disabilities during the hiring process. If you require assistance or accommodation, please contact us so we can support you.