Customer Support Specialist

Customer Support Specialist

PlanHub is the leading pre-construction SaaS platform and marketplace helping general contractors, subcontractors, and suppliers connect and grow their businesses. Built with tradespeople in mind, PlanHub is designed around the user workflow to help boost productivity, maintain deadlines, increase revenue, and create relationships. Easily post projects or submit bids with anytime-anywhere collaboration for every commercial construction trade.

We are looking for a dynamic Customer Support Specialist to join our team based in West Palm Beach, FL or work Remote.

Candidates must have strong technical skills, and the ability to learn product functionality in great detail. Candidates must be self-driven, eager to learn, flexible with evolving processes and ability to deliver the absolute highest quality of customer service. 

What you will be doing:

• Managing inbound customer calls, emails and chats and adhere to defined SLA standards. 
• Transfer inbound calls to appropriate personal (i.e. HR, Accounting, Marketing)
• Troubleshoot customer requests to validate and determine proper next steps
• Train customers on product functionality
• Facilitate and communicate known bugs with other team members
• Input, document and update support cases in CRM application and other internal applications
• Manage outbound customer follow-up activities for case closure
• Help grow and improve customer satisfaction scores
• Maintain inventory snacks and sodas, replenish and order, as needed.

On an as need basis(on-site team):

• Ensure delivered packages are properly distributed to the correct personnel.
• Assist with office event set-up and break-down.
• Stock & Clean refrigerator.
• Assistance with cultural events, packaging, shipping, labeling and sorting.

What you will need to be successful:

• 1+ years of SaaS based Customer Support
• Excellent oral and written communication skills
• Strong computer proficiency 
• The ability to work independently and as a team member
• The ability to work well in an evolving and collaborative team environment
• Comfortable with repetitive and routine tasks
• HubSpot, Salesforce, CRM experience a plus
• Associates or Bachelors degree preferred

What's in it for you:

The opportunity to join PlanHub, named to the 2025 Inc. 5000 list of America’s fastest-growing private companies, marking our fifth consecutive year on the list—a testament to sustained growth and momentum. You can make an immediate impact as PlanHub moves to dominate the industry!

PlanHub Offers:

• An awesome culture where you will be empowered, make an impact, and learn a ton. 
• Open time-off policy.
• An excellent benefit package, including medical, dental, vision and life insurance.
• 401(k) plan with company match.

This role is eligible for an annual base salary of $45,000 - $50,000, based on experience. 

This position is remote within the United States, with a preference for candidates located onsite or willing to work onsite in West Palm Beach, Florida. Applicants must be authorized to work for any employer in the United States. PlanHub is unable to sponsor or assume sponsorship of an employment visa at this time.

PlanHub is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

PlanHub complies with all applicable laws governing nondiscrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, training, and development.