Customer Support Associate

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.

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.