Owns customer retention, renewals, billing conversations, churn-save efforts, escalations, and account follow-up while providing inbound chat, phone, and email support. The role troubleshoots product and workflow issues, supports upgrades and add-ons, coordinates with technical support and billing teams, and contributes to process improvements. It is an in-office SaaS position focused on customer satisfaction, account health, and long-term retention.
FieldPulse is a high-growth field service management software built specifically for the trades. From the first call to the final payment, we help trades businesses streamline every step of their work. Our platform empowers office staff, field technicians, management, and business owners with the tools they need to book and schedule work, create estimates, complete jobs, and get paid - faster and more efficiently. Trusted by thousands of businesses globally, FieldPulse pairs cutting-edge technology with a customer-first mindset to support the people who keep our world running.
We are looking for a Customer Support Associate to join our Customer Support team. This role sits at the intersection of Customer Support and Customer Success, with a strong focus on retention, renewals, escalations, and helping customers stay successful in FieldPulse.
This position will own proactive outreach for at-risk accounts, renewal and billing conversations, churn save efforts, and account-level follow up, while also supporting inbound chat, phone, and email coverage as part of the Customer Support team. Unlike a traditional support role that is purely reactive, this position is responsible for both resolving customer issues and actively working to retain customers, improve account health, and ensure customers continue to get value from the platform. This is a great opportunity for someone who enjoys talking to customers, solving problems, and taking ownership of outcomes, not just tickets.
Where You'll Work:
- Full-time, in-office at our headquarters in Dallas, TX.
- You’ll be right in the heart of the action, surrounded by a team of passionate, high-energy individuals who thrive in a collaborative, fast-paced environment.
What You'll Do:
- Retention, Renewals, and Account Ownership
- Proactive outreach to customers with failed payments or renewal risk
- Work to save at-risk customers through calls, email, and follow up
- Handle cancellation requests and attempt retention when appropriate
- Own churn save actions and document outcomes
- Assist with deboarding process when cancellation cannot be avoided
- Support add-on and upgrade conversations when opportunities arise
- Billing, Escalations, and Account Support
- Handle billing questions, payment issues, and contract questions
- Serve as an escalation point for customers at risk of churn
- Assist with account setup questions and post-implementation support
- Support add-on related processes such as Engage, Operator AI, Fleet Tracking, Pricebook, and Twilio porting
- Partner with Technical Support when deeper troubleshooting is required
- Customer Support Coverage
- Support inbound chat, phone, and email channels as part of the Customer Support team
- Monitor ticket queues and ensure timely responses
- Help customers troubleshoot product questions and workflow issues
- Handle escalated conversations with professionalism and empathy
- Provide clear, complete answers that help customers move forward
- Team Collaboration
- Work closely with Customer Support, Customer Success, Technical Support, and Billing
- Provide feedback on common customer issues and product gaps
- Help improve processes related to retention, cancellations, and escalations
- Contribute to a strong, team-first customer experience culture
What We're Looking For:
- Strong communication skills across phone, email, and chat
- Comfortable handling billing conversations and difficult customer situations
- Highly organized and able to manage multiple accounts and tasks
- Ability to stay calm under pressure and handle escalations professionally
- Quick learner who is comfortable with new technology
- Experience with Salesforce or similar CRM preferred
- Experience in SaaS or technical support environment preferred
Why You’ll Love Working Here:
- Impactful, Fast-Paced Startup Culture: Work on exciting projects that truly move the needle.
- Comprehensive Health Coverage: Medical insurance, plus dental & vision benefits to keep you covered.
- Health & Wellness Perks: Memberships to keep you feeling your best.
- 401(k) Plan: Secure your future while you grow with us.
- Clear Path for Growth: Transparent career progression, professional development, and promotion opportunities.
- Paid Parental Leave: Support for you and your family when it matters most.
This role is a great entry point into Customer Success and Customer Experience at a fast-growing SaaS company.
You will have a direct impact on retention, customer satisfaction, and overall company growth, with clear opportunities to grow into Customer Success, Support leadership, or Account Management roles. You will work on a collaborative team that values ownership, accountability, and helping customers succeed.
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