Customer Success Specialist

Customer Success Specialist – BuildOps Experience

About the Role

We are looking for an experienced Customer Success Specialist with hands-on experience using BuildOps to manage customer relationships and ensure a smooth client experience.

The ideal candidate must be confident navigating BuildOps, understand customer success processes, and be comfortable handling customer inquiries, resolving issues, coordinating with internal teams, and maintaining accurate customer records.

Key Responsibilities

• Manage customer relationships and serve as the primary point of contact for client inquiries.
• Respond to customer questions, concerns, and service-related requests professionally and promptly.
• Use BuildOps to access and update customer information, service records, job details, and account activity.
• Monitor customer requests and ensure timely follow-ups and resolutions.
• Coordinate with operations, dispatch, and field service teams to address customer needs.
• Track customer interactions, service updates, and outstanding issues within BuildOps.
• Proactively follow up with customers to maintain satisfaction and strengthen client relationships.
• Identify recurring customer concerns and communicate opportunities for service improvement.
• Maintain accurate documentation and ensure a positive customer experience throughout the service process.

Requirements

• Previous experience in Customer Success, Customer Support, Client Relations, or a similar role.
• Hands-on experience with BuildOps is REQUIRED.
• Familiarity with Field Service Management (FSM) or home services operations is highly preferred.
• Excellent verbal and written English communication skills.
• Strong problem-solving and customer relationship management abilities.
• Ability to manage multiple customer requests and follow-ups simultaneously.
• Strong organizational skills and attention to detail.
• Ability to work independently in a remote environment.

Tools & Software

• BuildOps – Mandatory / Required
• CRM and customer management platforms.
• Communication and task management tools.

Ideal Candidate

The ideal candidate is proactive, customer-focused, organized, and confident navigating BuildOps. Experience supporting HVAC, plumbing, electrical, construction, or other field service businesses will be a strong advantage.

If you have practical BuildOps experience and enjoy building strong customer relationships, we encourage you to apply!