Customer Support Representative

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: $60K - $80K

Adaptive is a rapidly growing vertical software company building an AI-native ERP for real estate and construction. We serve small businesses that are building communities, offering a unique opportunity to shape and build out a high-priority function within a rapidly expanding company. This role is ideal for someone who excels in problem-solving, possesses strong communication skills, and has a passion for customer success. Familiarity with Quickbooks and construction finance is strongly preferred, or a willingness to learn quickly.

About Adaptive

Adaptive is a rapidly growing vertical software company of 40 building an AI-native ERP for real estate and construction. We have grown rapidly to over 500 customers and have raised $26m from Emergence, a16z, and other top funds as well as a collection of angels from companies like Brex, Ramp, Airbase, Square, and Shopify.

Why Join Us?

• Power the local built environment: We serve the small businesses that are building communities across our country.
• Join a world-class team: We have built a culture rooted in collaboration and execution, with deep backgrounds in finance, technology, and construction. We have the momentum, team, and vision to win in this massive market.

Responsibilities

• Serve as “first line of defense” for customer questions — responding promptly, providing effective solutions, and escalating to our engineering team when necessary.
• Use problem-solving skills to develop custom workarounds for unique customer cases when required.
• Work closely with engineering during escalations, providing clear, detailed information about customer issues.
• Maintain a comprehensive tracking system for all customer requests and issues.
• Ensure timely follow-up on all customer inquiries, escalated issues, and feature requests.
• Collaborate with the product team to communicate customer feedback and feature requests.
• Create comprehensive, user-friendly articles for our Help Center based on common support requests.

Qualifications

• 2+ years of experience in customer support or a similar client-facing role, preferably in a SaaS or technology environment.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and meticulous attention to detail.
• General understanding of construction industry financial processes (or aptitude for quick learning).
• Familiarity with Quickbooks (or aptitude for quick learning).
• Proficiency with customer communication tools like Intercom or similar platforms.
• Ability to explain complicated technical concepts in clear, non-technical terms.
• Demonstrated commitment to customer satisfaction and continuous improvement.
• Experience in coordinating with technical teams and managing follow-ups.

What We Offer

• Opportunity to join a highly driven and passionate team at an inflection point.
• Competitive cash compensation.
• Top-tier benefits and a 401k match.
• A flexible, remote-friendly work environment.