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 CoverageRemain 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
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
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
Identify and assist with duplicate user profiles
Guide customers through resolving duplicate accounts
Escalate when backend intervention is required
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
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
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
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
Previous customer support or call center experience
Experience with SaaS or workforce management tools
Familiarity with CRM or support ticketing systems
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.
