About the role
Ready to be a Titan? We accompany our customers every step of the way, from the moment they partner with us, to the end of their journey. We work hard and like to have fun along the way. If you’re excited about helping small business owners in the trades, love technology, and aren't afraid of a challenge or two, our customer support team is where you belong. As a Customer Support Advocate (CSA), you’ll have the opportunity to become a ServiceTitan subject matter expert and quickly grow your career in meaningful ways. Our CSAs have the highest rate of internal transfers across the organization. The opportunities to build an exceptional customer experience and make an impact are endless.
What You'll Do: Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions Become a product expert for topics ranging through various stages of our customers Sales Cycle and Inventory Stock, and develop creative solutions and workflows that best meet customer needs Prevent escalations and de-escalate customers by leveraging support tools and resources such as the Salesforce Support Console, internal chatbot, as well as in-depth testing to efficiently resolve cases Provide comprehensive technical solutioning directly to ServiceTitan’s customers to resolve customer issues with high quality and speed. What You'll Bring: Bachelor’s degree preferred or equivalent experience in technical support An efficient, effective, and resourceful problem-solver with strong critical thinking skills, and troubleshooting abilities Excellent people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types Ability to thrive in a feedback-oriented culture and stay level-headed in a challenging, rapidly changing environment Self-motivated and able to master complex software Customer-centric mindset, desire to learn, and can-do attitude Creative, out-of-the-box solutioning skills The ability to translate complex technical issues into tangible solutions Ability to prioritize, multi-task, and perform effectively under pressure Strong communicator in both written and verbal form Team player Intelligent, self-motivated, quick thinking, and fast learning Customer Obsession/Customer Centric Mindset Technical judgment Learning Agility Ability to effectively leverage AI-powered tools while exercising sound judgment to validate recommendations and ensure accurate customer solutions. Home/Commercial Service Industry knowledge a plus Foundational understanding of, or strong aptitude to quickly learn, recurring billing structures — Subscriptions, Memberships, and Service Agreements Basic Bookkeeping/Accounting Foundation (Reconciliation, Deferred Revenue, Revenue Recognition, Debits/Credits) Exposure to, or genuine interest in, ERP and payroll systems (ADP, NetSuite, SAP, or similar) and Payroll/Time-Tracking fundamentals such as pay structures, timesheet management, and pay calculation Strong data literacy and analytical curiosity, with a willingness to develop SQL skills and experience with reporting/BI tools such as Power BI or Tableau Proficiency in G-Sheet or Excel Preferred Be Human With Us: Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. Use of AI Technology: We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams. What We Offer: When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career: Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more. Holistic health and wellness