CX Support
About The Position
At Trunk Tools, we’re the leading AI company revolutionizing construction, the second-largest industry on earth. We recently raised a $40M Series B led by Insight Partners, bringing our total funding to $70M from top-tier investors including Redpoint and Innovation Endeavors. This new round is fueling our next phase of growth as we scale AI agents across the jobsite. Our mission is to build the future of construction through intelligent automation. Despite being a $13+ trillion industry, construction still runs largely on analog processes, we’re changing that by embedding AI directly into field operations. Founded by builders and technologists (Stanford, MIT), our team has delivered software used by over 140,000 field professionals, impacting millions of users and contributing to $10B+ in built projects. Many of us come from the field ourselves, giving us a deep understanding of the industry’s unique challenges. After years of building the “brain” of construction, we’re now launching production-ready AI agents, starting with intelligent document processing and Q&A, and rapidly expanding into core operational workflows. Our team has doubled in the past year, and with 100+ employees (50+ engineers), we’re scaling fast and entering a period of hypergrowth. This is a rare opportunity to join at an inflection point.
Requirements
- 2–4 years of experience in customer support, technical support, or customer-facing operations in SaaS, construction tech, or related industries.
- Strong problem-solving and real-time software troubleshooting skills required.
- Experience utilizing support platforms (Intercom, Zendesk, Freshworks, Jira, etc.) required.
- Excellent written and verbal communication skills — able to explain technical concepts to both field superintendents and office executives.
- Technical curiosity and learning agility: you’re comfortable learning cloud-based tools, back-end platforms, APIs, and AI-driven workflows. You're excited to use AI to work faster and solve problems creatively.
- Highly organized and detail-oriented, with the ability to manage multiple support tickets and requests simultaneously.
- Comfortable working in a fast-paced start-up environment and adapting as priorities evolve. Self-directed with the ability to work independently and take ownership of outcomes.
Nice To Haves
- Experience building or improving support processes is a plus.
- Experience in construction tech, customer success platforms (Planhat, Gainsight, ChurnZero, Vitally), CRM systems (SFDC, Hubspot), or workflow automation (Zapier) is a strong plus.
Responsibilities
- Act as tier 1 product support contact for customer inquiries, resolving issues quickly and effectively across chat, email, and video support.
- Triage and escalate technical issues to Engineering and Product teams as needed.
- Run product demos, answer “how-to” questions, and empower users to self-serve through documentation and training resources.
- Collect user feedback, identify recurring issues, and communicate insights to Product and Engineering teams to improve our tools.
- Help build and maintain technical documentation, FAQs, standard operating procedures, and service guides that scale support for customers and internal teams.
- Help define support workflows, ticketing protocols, and escalation procedures as we grow the function.
- Track key support metrics (e.g., response time, resolution time, customer satisfaction) and surface trends for continuous improvement.
Benefits
- A close-knit and collaborative early-stage startup environment where every voice is heard and every opinion matters
- Competitive salary and stock option equity packages
- 4 Medical Plans to choose from including 100% covered option. Plus Dental and Vision Insurance!
- Learning & Growth stipend
- Flexible long-term work options (remote and hybrid)
- Free lunch provided in the office in NYC & Austin
- Unlimited PTO; We truly believe in work-life balance and that hard work should be balanced with time for rest and rejuvenation
- IRL / In-Person retreats throughout the year
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
