About the role
About Kojo It's time to build. Whether it's creating more housing, upgrading our infrastructure, or adapting to climate change, one thing is clear: the construction industry is at the center of solving our biggest problems. We’re making buildings cheaper and easier to build by transforming the way commercial construction companies buy their materials. Join us. Founded in 2018, Kojo is now one of the fastest-growing construction technology companies in the world. Construction accounts for $10 trillion in global spend annually and we can’t live without its output - our roads, schools, hospitals, and offices. Despite this, there’s been very little innovation over the past 70 years in how materials - which constitute up to 40% of project costs - are bought and sold. This is our opportunity. We're looking for a Level 2 Support Agent who takes genuine pride in being fast and accurate on known problems, and has the analytical instincts to work through the new ones. You'll own a queue of 30–40+ tickets a day from specialty contractors and subs across the country, sitting at the center of how Kojo's customers experience the product every day. The quick cadence can be overwhelming and much of the work is repetitive by design, but the opportunity for impact is clear. Our team of agents who thrive here take genuine pride in being the fastest, most accurate person on a known problem, and we’re looking for another teammate to join us on our mission to make it faster, easier and more sustainable to build the world around us.
About
the Role In practice of our value of ‘transparency’ - this role is far from easy. The customers you’re working with are people under real deadline pressure: AP clerks closing the month, IT admins locked out after a domain migration, foremen on a job site replying one-handed. Some solutions will be found within the Kojo team, others will be escalated to the engineering team, and others will be sorted to our CSM team. This role will include: Owning 30–40 customer cases per day across email, chat, and occasional phone or video [roughly 150 customer interactions per week] Investigating workflow and product issues by reproducing steps, reviewing customer activity in-app, and consulting Zendesk history, Slack, Jira tickets, and Notion runbooks before going back to the customer. Diagnosing common issues such as ERP sync gaps (Spectrum, Sage 300 CRE, NetSuite), SSO redirect loops after domain migrations, AI Scanning failures on vendor invoices, and quantity discrepancies between the field and the system. Triaging potential bugs and escalating to Technical Support and Engineering with clean repro steps, documentation, and a filed Jira ticket — and exercising sound judgment about what to escalate, what to loop a CSM into, and what to own end-to-end. Owning tickets through to resolution with proactive customer communication and clear status updates. Maintaining SLAs, queue health, ticket tagging, status hygiene, and end-of-day handoffs. Spotting trends across tickets and flagging them to Support Leadership and Product so we address root causes, not just symptoms. Activity is measured by response time, resolution time, CSAT, and reopen rate About You We’re looking for teammates who are driven and motivated by a challenge, not intimidated by one. Many of our customers are writing to you under real pressure, and it’s important that this Support Agent has experience working in high-volume environments where a slow reply costs someone real money — and most importantly, that that experience has sharpened you rather than burned you out. We're also a measured team: response time, resolution time, CSAT, reopen rate, and online status are visible to your manager. We trust our people deeply, and we use the data to help everyone keep getting better. Our ideal candidate would rather spend 15 extra minutes finding the root cause than ship a deflection, and has a real, describable system for managing 20+ open threads simultaneously. What you’ve accomplished: 2–4 years in a high-volume customer support role (25+ tickets/day sustained). Lower-volume backgrounds will be considered, and we'll want to understand how you've handled throughput jumps. Independent technical troubleshooting in SaaS, IT, or integrations — comfortable working from logs, dashboards, runbooks, and customer screenshots without an engineer holding your hand. T1 SaaS support, IT helpdesk with autonomy, NOC, or technical implementations all qualify. Time-sensitive customer work in an environment where a delayed reply has real consequences — AP/finance, healthcare scheduling, legal admin, logistics dispatch, or B2B SaaS support. Remote work under SLA targets, throughput tracking, and online-status visibility, with comfort treating that as part of
