Customer Support Advocate I

About ServiceTitan and the Customer Support Advocate I Role

Ready to be a Titan?

At ServiceTitan, we accompany our customers every step of the way, from partnership inception to journey's end. We work hard and enjoy the process. If you are passionate about assisting small business owners in the trades, embrace technology, and are ready for a challenge, our customer support team is the place for you.

As a Customer Support Advocate I, you will have the unique opportunity to become a ServiceTitan subject matter expert, fostering significant career growth within the organization. Our Customer Support Advocates boast the highest rate of internal transfers across ServiceTitan, highlighting the endless opportunities to build an exceptional customer experience and make a substantial impact.

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 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.
• Home/Commercial Service Industry knowledge a plus.
• Basic understanding of SIP (Session Initiation Protocol), RTP and call flow analysis preferred.
• Understanding of SMS routing, SMPP, delivery receipts (DLRs), and carrier filtering. Brand Registration process preferred.

Be Human With Us & What We Offer

At ServiceTitan, "Being Human" means embracing diversity and unique perspectives. We encourage individuals from all backgrounds to apply, as we believe fresh experiences enrich our product and culture. We are committed to an inclusive environment and do not discriminate based on race, color, religion, sex, national origin, gender identity, age, disability, or any other protected characteristic.

When you join our team, you're making a career move. We support your most impactful work through:

• Flextime, recognition, and support for autonomous work: Flexible time off, ample learning and development opportunities including a comprehensive onboarding program and leadership training. Great work is rewarded through Bonusly and peer-nominated awards.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services, surrogacy, and adoption reimbursement, on-demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, and financial planning tools.

ServiceTitan is dedicated to fair and equitable compensation. The expected hourly rate for this role for candidates residing in the United States is between $19.61 USD - $26.25 USD. Compensation for candidates outside the United States will vary and will be discussed during the hiring process. Actual compensation may vary based on skills, performance, qualifications, experience, and location. The total compensation package includes an annual bonus, equity, and a comprehensive suite of benefits.

Key skills/competency

• Technical Support
• Customer Service
• Troubleshooting
• Software Expertise
• Problem Solving
• Communication
• De-escalation
• Client Interaction
• ServiceTitan Product Knowledge
• Workflow Optimization