Customer Success Support Specialist

Welcome to SketchDeck.AI Construction is one of the world’s biggest, slowest-to-change industries, and we’re transforming it. At SketchDeck.AI, we build AI-powered tools that eliminate complexity, accelerate workflows, and help teams deliver at a level the industry has never seen before. Our vision is a built environment elevated by technology: more efficient, more accurate, and more human.

The Opportunity

As a Customer Success Support Specialist, you'll be the bridge between our customers and our product—ensuring steel fabricators and erectors get real, measurable value from LIFT each day. You'll handle technical support, build strong customer relationships, and identify ways to improve how we serve the people who depend on our platform. This role is ideal for someone who enjoys solving real customer problems, streamlining processes, and making an impact where it counts. You'll have direct ownership over customer outcomes and the satisfaction of knowing your work helps construction professionals work faster, smarter, and more accurate.

What You'll Do

Deliver exceptional customer support across email, chat, and phone channels, resolving technical issues and providing expert product guidanceOversee account setup and user management to support frictionless onboarding for new customers and prospectsBuild and maintain a comprehensive knowledge base and help center that empowers customers to self-servePartner with Product and Engineering teams to advocate for customer needs, surface feedback, and influence product roadmap prioritiesCollaborate with Product and CS to communicate feature releases and product updates to customersDesign and manage in-app product walkthroughs that drive feature adoption for both new and existing functionalityDrive customer engagement and product adoption to support successful contract renewalsOwn the HubSpot ticketing system, maintaining service level agreements and achieving support performance targetsMonitor and triage support tickets, ensuring prompt resolution and proper escalation when needed

Skills & Experience+1 years of experience in customer support, customer success, or account management rolesStrong written and verbal communication skills with attention to detailTechnical aptitude and ability to learn software products quicklyProblem-solving mindset with a proactive approach to customer challengesExperience with CRM systems and support ticketing platformsComfortable working with customers in a B2B technical environmentHighly organized with ability to manage multiple priorities and customers simultaneouslyBonus: Familiarity with construction, steel fabrication, or industrial softwareOur Values Focus on What Matters. Prioritize high-impact actions aligned with our mission and OKRs. Own the Outcomes. Embrace single-threaded ownership and drive meaningful outcomes by taking full responsibility for your actions and contributions. Be Bold, Iterate Fast. Take calculated risks and rapidly experiment to learn and innovate. Earn Trust. Empower Others. Seek to raise your team's average by fostering honesty, integrity, and collaboration while ensuring world-class quality.