CX Support

At Trunk Tools, we’re the leading AI company revolutionizing construction, the second-largest industry on earth. We recently raised a $40M Series B led by Insight Partners, bringing our total funding to $70M from top-tier investors including Redpoint and Innovation Endeavors. This new round is fueling our next phase of growth as we scale AI agents across the jobsite.

Our mission is to build the future of construction through intelligent automation. Despite being a $13+ trillion industry, construction still runs largely on analog processes, we’re changing that by embedding AI directly into field operations.

Founded by builders and technologists (Stanford, MIT), our team has delivered software used by over 140,000 field professionals, impacting millions of users and contributing to $10B+ in built projects. Many of us come from the field ourselves, giving us a deep understanding of the industry’s unique challenges.

After years of building the “brain” of construction, we’re now launching production-ready AI agents, starting with intelligent document processing and Q&A, and rapidly expanding into core operational workflows. Our team has doubled in the past year, and with 100+ employees (50+ engineers), we’re scaling fast and entering a period of hypergrowth. This is a rare opportunity to join at an inflection point.

What You'll Be Doing

• Customer Support & Troubleshooting: Act as tier 1 product support contact for customer inquiries, resolving issues quickly and effectively across chat, email, and video support. Triage and escalate technical issues to Engineering and Product teams as needed.

• Enablement & Training: Run product demos, answer “how-to” questions, and empower users to self-serve through documentation and training resources.

• Feedback & Advocacy: Collect user feedback, identify recurring issues, and communicate insights to Product and Engineering teams to improve our tools.

• Knowledge Building: Help build and maintain technical documentation, FAQs, standard operating procedures, and service guides that scale support for customers and internal teams.

• Process Development: Help define support workflows, ticketing protocols, and escalation procedures as we grow the function.

• Metrics & Reporting: Track key support metrics (e.g., response time, resolution time, customer satisfaction) and surface trends for continuous improvement.

Qualifications

• 2–4 years of experience in customer support, technical support, or customer-facing operations in SaaS, construction tech, or related industries. Experience building or improving support processes is a plus.

• Strong problem-solving and real-time software troubleshooting skills required.

• Experience utilizing support platforms (Intercom, Zendesk, Freshworks, Jira, etc.) required.

• Excellent written and verbal communication skills — able to explain technical concepts to both field superintendents and office executives.

• Technical curiosity and learning agility: you’re comfortable learning cloud-based tools, back-end platforms, APIs, and AI-driven workflows. You're excited to use AI to work faster and solve problems creatively.

• Highly organized and detail-oriented, with the ability to manage multiple support tickets and requests simultaneously.

• Comfortable working in a fast-paced start-up environment and adapting as priorities evolve. Self-directed with the ability to work independently and take ownership of outcomes.

• Experience in construction tech, customer success platforms (Planhat, Gainsight, ChurnZero, Vitally), CRM systems (SFDC, Hubspot), or workflow automation (Zapier) is a strong plus.

What We Value

• Customer empathy: You genuinely care about solving problems and making users successful.

• Responsiveness: You move fast, prioritize well, and ensure customers are never left hanging.

• Proactivity & ownership: You don’t just react — you anticipate issues and create solutions. You're comfortable being the first in a function and defining what good looks like.

• Clarity: You can simplify complexity and make technology approachable

• Builder mindset: You enjoy creating scalable resources and processes that raise the bar for the whole team. You naturally identify inefficiencies and propose solutions.

• Systems minded: You consider tools and processes holistically with an innate curiosity for optimization.

What we offer

🎖️ A close-knit and collaborative early-stage startup environment where every voice is heard and every opinion matters

💰 Competitive salary and stock option equity packages

🏥 4 Medical Plans to choose from including 100% covered option. Plus Dental and Vision Insurance!

🤓 Learning & Growth stipend

🏠 Flexible long-term work options (remote and hybrid)

🥨 Free lunch provided in the office in NYC & Austin - you’ll never go hungry with us!

🛫 Unlimited PTO; We truly believe in work-life balance and that hard work should be balanced with time for rest and rejuvenation

🏝 IRL / In-Person retreats throughout the year

Please note: All official communication from Trunk Tools will come from an email address ending in @trunk.tools. If you receive outreach from any other domain, please disregard it or report it to us.

At Trunk Tools, we’re working hard to build a more productive and safer environment within the construction industry, and we strive to live by these same values here at Trunk Tools HQ. As an equal-opportunity employer, we are committed to building an inclusive environment where you can be you. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, or any other legally protected class.