Customer Success Specialist (BuildOps)

About the role

An experienced Customer Success Specialist is sought who can use BuildOps to manage customer relationships and deliver a smooth client experience. The role covers answering customer questions, resolving issues, coordinating with internal teams and keeping accurate customer records. The position is described as suitable for a remote environment.

Key responsibilities

• Serve as the primary point of contact for client inquiries and respond to questions, concerns and service requests promptly.
• Use BuildOps to access and update customer information, service records, job details and account activity.
• Monitor requests and ensure timely follow-ups and resolutions.
• Coordinate with operations, dispatch and field service teams to meet customer needs.
• Track interactions, service updates and outstanding issues in BuildOps and proactively follow up to maintain satisfaction.
• Identify recurring concerns and share opportunities for service improvement.
• Maintain accurate documentation throughout the service process.

Required profile

• Previous experience in Customer Success, Customer Support, Client Relations or a similar role.
• Hands-on experience with BuildOps is required; familiarity with Field Service Management or home services is highly preferred.
• Experience supporting HVAC, plumbing, electrical, construction or other field service businesses is a strong advantage.
• Excellent verbal and written English, strong problem-solving and organisational skills, and the ability to work independently remotely.

Required skills

• BuildOps (mandatory)
• CRM and customer management platforms
• Communication and task management tools