Central Support Representative

Position Summary:

We’re building a Central Support team and hiring our first Representative, reporting to the Chief Success Officer. This role will own inbound lead intake and customer communication across calls, texts, and messages, ensuring fast responses and seamless routing to the right teams. As a critical part of the sales engine, this team will set the standard for responsiveness and customer experience across the business. The Central Support Representative will serve as the connective tissue between Field Managers, crews, and customers, making sure nothing falls through the cracks.

As an early hire on this team, you’ll help design and scale a repeatable support system that grows with our markets. You’ll partner closely with Sales, Customer Success, and Field Operations to keep projects moving and deliver a seamless customer experience.

This is a hands-on role for someone who thrives in a fast-paced environment and is excited to build from the ground up. You’ll manage real customer interactions, improve processes, and have a direct impact on both customer satisfaction and operational performance. As Craftwork continues to launch new markets, you’ll have ample opportunities to grow with the company.

What You’ll Do:

Lead Response, Qualification & Conversion

• Respond to all inbound leads (calls, texts, forms, email) within SLA
• Call new lead submissions quickly to establish first contact
• Conduct intake, ask key qualifying questions, and capture project details
• Drive leads to the next step: schedule on-sites or initiate virtual estimates
• Book appointments directly on team calendars with complete information
• Follow up consistently to maximize conversion to estimate/on-site

Inbound Communication Ownership

• Own all inbound customer communication across phone, text, and email
• Maintain high answer rates and fast response times
• Deliver a clear, professional, and helpful experience in every interaction

Customer Support & Coordination

• Resolve straightforward questions and issues in real time
• Escalate more complex needs to the right team (Sales, Customer Success, Field Ops)
• Support customer onboarding
• Ensure nothing falls through the cracks across teams

CRM Hygiene & Visibility

• Maintain accurate, up-to-date notes on all interactions
• Track lead status, next steps, and outcomes
• Capture key data to support reporting and process improvement

What We’re Looking For:

• Bilingual (especially Spanish-English) is a strong plus
• Strong communication skills (phone and written)
• Background in a service-based industry (hospitality, retail, etc.) is a strong plus
• Customer-focused and solutions-oriented
• Able to multitask and stay organized in a fast-paced environment
• Experience with customer service or sales preferred
• Comfortable using CRM and scheduling tools

What Success Looks Like:

• No calls are missed
• High-quality customer interactions that convert to jobs
• Fast, consistent responses across all channels
• Smooth handoffs to sales and ops
• Positive customer feedback