Customer Support Representative I

Prokeep

14d

About The Position

Reporting to the Director, Customer Success Delivery, the Customer Support Representative will be the first line of support for distributors throughout North America. You will be responsible for delivering fast, high-quality resolutions to customer inquiries, troubleshooting platform issues, and ensuring every customer interaction leaves distributors feeling confident and supported in their use of Prokeep.
To help us achieve our goals, we are looking for a new team member who thrives in a fast-paced environment, genuinely enjoys helping people, and takes pride in delivering an outstanding customer experience. Our ideal candidate is a strong communicator, a quick learner, and someone who finds satisfaction in solving problems.
Customer Support Representatives are often the first voice a customer hears when they need help. You play a critical role in ensuring customers can use Prokeep effectively, resolving issues quickly, and surfacing feedback that helps our product and customer success teams continuously improve.

Requirements

• 1+ years of experience in a customer support role in a SaaS or technology organization.
• Ability to work Monday thru Friday, 9 AM - 5 PM Eastern Time.
• Familiarity with HubSpot or similar CRM/support ticketing tools.
• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
• A self-starter approach to tooling and efficiency, with interest in understanding how support platforms, automation, and AI can eliminate friction for both customers and internal teams.
• Demonstrated ability to manage a high volume of inquiries while maintaining quality and attention to detail.
• A proactive, solutions-oriented mindset with a genuine desire to help customers succeed.
• Ability to learn new technologies quickly and adapt in a fast-paced, rapidly evolving startup environment.
• Strong organizational skills and the ability to effectively prioritize competing tasks.

Nice To Haves

• Experience working in or with the wholesale distribution or construction industry is a plus.

Responsibilities

• Serve as the primary point of contact for inbound customer support inquiries via phone and email, delivering timely and accurate resolutions.
• Troubleshoot platform issues by diagnosing problems, identifying root causes, and providing clear guidance to customers or escalating to the appropriate internal team.
• Accurately log all customer interactions, issues, and resolutions in HubSpot to maintain visibility across the Customer Success organization.
• Identify trends in customer issues and escalate recurring problems or product feedback to the product and engineering teams.
• Partner with Customer Success Managers to flag at-risk accounts and ensure seamless handoffs when issues require deeper relationship engagement.
• Contribute to the development and maintenance of support documentation, help center articles, and internal knowledge base resources.
• Meet or exceed defined support SLAs and individual performance metrics including response time, resolution time, and customer satisfaction scores.
• Act as a product expert, maintaining a deep understanding of the Prokeep platform to provide accurate, confident guidance to customers.
• Represent the voice of the customer internally, advocating for product improvements based on direct feedback from your interactions.

Benefits

• Competitive Compensation:Reflecting your expertise and impact.
• Equity Package: Your success is our success—share in the growth you’ll help create.
• Comprehensive Benefits: Health, dental, vision, life, short & long-term disability, 401(k), and employee assistance program (EAP).
• Flexible PTO: Recharge and refocus with the flexibility to manage your time with no preset limits
• Continuous Growth: Yearly education stipend to support your professional development.

What This Job Offers

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