Customer Success Specialist — Bilingual Preferred (English/Spanish)

Sanity Check You need to be fluent in English — written and spoken. Spanish is a bonus This role is remote in Canada. You must be legally authorized to work in Canada. --- About the Role Our customers are construction contractors. They run crews, not computers. Some of them are still on an iPhone 6. Some of them don't know what ACH stands for and don't need to, that's your job. Truss is a banking and payments platform built specifically for the construction industry. It handles invoicing, bill payments, cards, and reconciliation all in one place. It's not simple. It's not something you'll read about once and understand. There are edge cases. There are workflows that span accounts receivable, accounts payable, and accounting sync, and our customers don't think in those terms. You will be the bridge between people who just want their money to move and the team that built the system that moves it. That means you have to deeply understand both sides. This isn't a role for someone who reads from scripts. It's a role for someone who gets genuinely curious about why something isn't working, who can feel the frustration on the other end of a chat message, and who can translate a technical answer into something a busy contractor on a job site actually understands. --- What You'll Actually Do Own customer support across Intercom, email, and phone — in both English and Spanish Diagnose issues across our full platform (payments, invoicing, cards, QuickBooks sync) and either resolve them directly or loop in engineering with clear, reproducible context Re-engage users who started but didn't finish applying, understand what stopped them and help them get across the line Onboard new customers and make sure they actually use the product, not just sign up for it Surface patterns from customer conversations and bring them to the product and engineering team as actionable feedback Help build out our support playbooks, documentation, and FAQs as we scale --- What We're Looking For Fully bilingual in English and Spanish, you can de-escalate a frustrated customer and explain a bank transfer in both languages without switching gears High natural intelligence. This product is complex, and the only way to support it well is to actually understand it. You can't fake your way through this one. Genuine empathy. Not performed empathy, actual curiosity about the person on the other end and what they need A problem-solving instinct. When something breaks, you don't just log a ticket. You dig in, reproduce the issue, and come back with a clear picture of what happened Comfort with ambiguity. We're a startup. The playbook is being written in real time. You're okay with that. Legally authorized to work in Canada --- Bonus Points Familiarity with any of the tools we use is a plus, let us know what you've worked with: Segment, PostHog, Knock, Intercom, Slack, Attio, Quo, or Linear You've worked in fintech, banking, or a product with a steep learning curve You have experience supporting non-technical users — the kind who don't know what a browser cache is You've worked at a startup and know what "we're figuring it out" actually means day-to-day Construction industry background or familiarity --- What We Offer Remote flexibility (Canada) A front-row seat to a fintech company scaling fast in an industry that's barely been touched Direct access to the founder — your feedback will actually change the product Competitive compensation --- About the Interview 30-minute video call with the hiring manager An assignment 15-minute vibe check with the founder Visa: US citizen/visa only.