CX Support

Trunk Tools Inc.

Job Overview

Location

Remote - US Time Zone

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary tier 1 customer support contact for Trunk Tools’ AI-powered construction platform, resolving customer inquiries via chat, email, and video support with speed and accuracy.
• Triage and escalate technical issues to Engineering and Product teams, ensuring timely resolution and clear communication of root causes and impact.
• Conduct live product demos and answer “how-to” questions to help field superintendents, project managers, and office executives effectively use the platform.
• Empower users to self-serve by maintaining and expanding knowledge base content including FAQs, technical documentation, standard operating procedures, and service guides.
• Collect, analyze, and synthesize customer feedback on product functionality, usability, and pain points, then communicate actionable insights to Product and Engineering teams.
• Help design and refine internal support workflows, ticketing protocols, and escalation procedures as the customer support function scales with company growth.
• Track and report on key customer support metrics including response time, resolution time, first-contact resolution, and customer satisfaction (CSAT) to drive continuous improvement.
• Utilize support platforms such as Intercom, Zendesk, Freshworks, Jira, or similar tools to manage customer interactions and maintain accurate case records.
• Collaborate cross-functionally with Customer Success, Engineering, and Product teams to align on user needs, feature priorities, and systemic issues impacting adoption.
• Proactively identify inefficiencies in support processes and propose scalable solutions that reduce repeat inquiries and improve team productivity.
• Stay current on Trunk Tools’ AI-driven features, including document processing and Q&A tools, and rapidly learn new functionalities to support evolving customer needs.
• Maintain a high standard of clarity and empathy in all customer communications, translating complex technical concepts into accessible language for non-technical users.
• Operate autonomously in a fast-paced startup environment, adapting quickly to shifting priorities while maintaining ownership of customer outcomes.
• Contribute to building a culture of customer empathy, responsiveness, and proactive problem-solving within the support team and across the organization.

🎯 Requirements

• 2–4 years of experience in customer support, technical support, or customer-facing operations in SaaS, construction tech, or related industries
• Experience using support platforms such as Intercom, Zendesk, Freshworks, or Jira
• Strong problem-solving and real-time software troubleshooting skills
• Excellent written and verbal communication skills, with ability to explain technical concepts to both field workers and executives
• Comfort working in a fast-paced startup environment with evolving priorities and high autonomy
• Highly organized with ability to manage multiple support tickets and requests simultaneously

🏖️ Benefits

• Competitive salary and stock option equity packages
• 4 medical plans to choose from, including a 100% covered option, plus dental and vision insurance
• Learning & Growth stipend
• Unlimited PTO with emphasis on work-life balance
• IRL/in-person retreats throughout the year
• Free lunch provided in NYC and Austin office locations

Skills & Technologies

React

REST

Remote

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Trunk Tools Inc.

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About Trunk Tools Inc.

Trunk Tools Inc. provides a cloud-based construction workforce management platform that automates scheduling, time tracking, and communication for trade contractors and general contractors. By integrating payroll, project data, and field updates in real time, the software reduces administrative overhead and improves labor productivity on commercial and industrial job sites across the United States.

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