Job Overview
Location
Mexico
Job Type
Full-time
Category
Customer Support
Date Posted
May 8, 2026
Full Job Description
đź“‹ Description
- • As a Level 2 Support Agent at Kojo Technologies, you will be at the forefront of customer experience, ensuring commercial construction companies can efficiently purchase materials through our platform by resolving technical and workflow issues with speed and accuracy.
- • You will own and resolve 30–40 customer cases daily across email, chat, and occasional phone or video, managing roughly 150 interactions per week while maintaining high standards for response time, resolution time, CSAT, and reopen rate.
- • You will join a mission-driven team transforming the construction industry by modernizing how building materials are bought and sold, working in a fast-paced, high-impact environment where your contributions directly affect customer success and product improvement.
- • You will develop deep expertise in SaaS support, technical troubleshooting, and customer communication under pressure, gaining the ability to diagnose complex issues, escalate effectively, and own resolutions end-to-end while building a replicable system for managing high-volume workflows.
🎯 Requirements
- • 2–4 years in a high-volume customer support role handling 25+ tickets per day on a sustained basis
- • Independent technical troubleshooting experience in SaaS, IT, or integrations, including working from logs, dashboards, runbooks, and customer screenshots without engineer dependency
- • Experience in time-sensitive customer environments where delayed replies have real consequences, such as AP/finance, healthcare scheduling, legal admin, logistics dispatch, or B2B SaaS support
- • Proven ability to manage 15–30 open threads simultaneously using a clear, describable system involving tags, queues, and daily review routines
- • Strong written communication skills under pressure, with the ability to adapt tone appropriately for different audiences (e.g., concise for field staff, formal for IT admins) without blaming the customer
🏖️ Benefits
- • Eligibility for a new hire equity grant upon joining
- • Access to the full suite of perks and benefits for US-based full-time employees
- • 100% remote work flexibility across North and South America, with alignment to local time zones
- • Commitment to an inclusive workplace and equal opportunity employment practices
- • Consideration for qualified applicants with arrest or conviction records in compliance with the San Francisco Fair Chance Ordinance
Skills & Technologies
About Kojo Technologies, Inc.
Kojo is a San Francisco-based construction technology company that provides cloud-based procurement and materials management software for trade contractors. The platform automates purchasing, inventory tracking, and supplier coordination to reduce project delays and material waste. By digitizing requisitions, approvals, invoicing, and delivery verification, Kojo gives field and office teams real-time visibility into spend and stock levels across jobsites. Integrations with accounting, project management, and ERP systems streamline workflows, while analytics highlight savings opportunities. Founded in 2018, Kojo serves electrical, mechanical, concrete, and other specialty contractors seeking to cut material costs and improve productivity.
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