Customer Experience Specialist

Converge • Washington, DC

3d • $55,000 - $65,000 • Hybrid

About The Position

Construction is one of the most fundamental industries on the planet - just try to imagine human societies without buildings - yet it has also been left behind by the digitalisation revolutions which have transformed other industrial sectors. Construction also accounts for 11% of global carbon emissions, while employing 7% of the global workforce and accounting for 13% of global GDP.
At Converge, we believe that if we are going to be building the cities, structures, and societies of the future then something has to change. We also believe that change will be impossible if you are not measuring what’s actually happening on the ground. That’s why we are building our Physical Intelligence Platform, ConstructionDNA, to help the industry build the future more efficiently, more safely, and more sustainably.
We’re a small but ever-growing team of 55+ with a global outlook, counting 17+ nationalities (and even more languages!) among us. As a team, we are passionate about cutting-edge digital innovation and driven by our mission to build the future more efficiently, safely and sustainably. Come join us!
The Role
Location: Home-based, ideally located in New-Jersey or surrounding area.
Salary: $55,000-65,000
This role is primarily remote and will work closely with our US Customer Experience team and Fulfilment Operations. While day-to-day work is home-based, occasional travel to customer sites, fulfilment partners, and team meetings will be required.
You'll work closely with our Implementation Engineer, who leads our US Customer Experience and Operations activities. Together, you'll help support customers, improve processes, and scale our US operations. This is a unique opportunity to join a small but growing team where your ideas, initiative, and impact will be highly visible.
We're looking for someone who thrives in an autonomous environment. As a growing company, we need individuals who can manage their own workload, proactively identify priorities, and maintain momentum without constant direction.
We are looking for someone who enjoys taking ownership, finding ways to add value, and helping us build a world-class customer experience function in the US.

Requirements

• 1–3 years of experience in Customer Support, Customer Success, Operations, Technical Support, Account Coordination, or similar.
• Experience using CRM systems such as HubSpot, Salesforce, or Zendesk.
• Excellent communication and organisational skills.
• Comfortable troubleshooting issues independently.
• Willingness to travel to customer sites across the United States.
• Able to work independently in a remote environment.
• Strong sense of ownership and accountability.
• Proactive in identifying priorities and driving work forward without detailed supervision.

Responsibilities

• Act as a primary point of contact for customers.
• Manage customer issues through to resolution.
• Lead customer onboarding activities and user adoption.
• Deliver customer training sessions remotely and on-site.
• Support customer deployments and field activities.
• Track customer issues and identify improvement opportunities.
• Maintain accurate records within HubSpot and internal systems.
• Act as the voice of the customer internally.

Benefits

• 15 days holiday + Public Holidays. We also close over the end of year holiday so you can spend more time with your loved ones.
• Enhanced Parental Leave So you focus on your new bundle of joy instead of worrying about expenses.
• Health and dental Insurance
• A fun, inclusive workplace that celebrates diversity in all its forms, and where everyone can bring their whole selves to work and be treated fairly, equitably and respectfully.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed