Role Responsibilities:
- Handle 30–40 customer cases daily, investigating product and workflow issues through systematic steps.
- Diagnose common technical problems like ERP sync gaps, SSO redirects, and invoice scanning failures.
- Own tickets to resolution, maintaining SLAs and proactive communication with customers.
Candidate Profile:
- Has 2–4 years in high-volume, time-sensitive customer support roles, preferably in SaaS or IT.
- Possesses independent technical troubleshooting skills using logs, dashboards, and runbooks.
- Demonstrates a clear, adaptable written communication style for diverse professional audiences.
Team Environment:
- Works 100% remotely across the Americas, with business hours aligned to local time zones.
- Operates in a measured, data-driven environment focused on response time and customer satisfaction.
- Is part of a team that values accountability, intentional communication, and solving root causes.
Kojo
Kojo is a construction technology company that makes it cheaper and easier for commercial construction companies to buy building materials, transforming a traditionally uninnovated part of a $10 trillion global industry. Founded in 2018, it is a fast-growing, inclusive, and remote-first company with team members across the Americas.