Support Specialist
About Kojo
It's time to build. Whether it's creating more housing, upgrading our infrastructure, or adapting to climate change, one thing is clear: the construction industry is at the center of solving our biggest problems. We’re making buildings cheaper and easier to build by transforming the way commercial construction companies buy their materials. Join us.
Founded in 2018, Kojo is now one of the fastest-growing construction technology companies in the world. Construction accounts for $10 trillion in global spend annually and we can’t live without its output - our roads, schools, hospitals, and offices. Despite this, there’s been very little innovation over the past 70 years in how materials - which constitute up to 40% of project costs - are bought and sold. This is our opportunity.
We’re looking for an amazing Support Specialist who will serve as an experienced problem-solver for our customers and a key support partner to our frontline team. You’ll handle advanced customer issues that require deeper investigation, strong product knowledge, and thoughtful coordination across teams - while escalating highly technical bugs or system-level issues to our Technical Support Specialists. You’ll report to the Support Team Manager and work closely with teammates across Support, Product, and Engineering to drive exceptional customer experience and satisfaction.
About The Role
This role will include:
Handle advanced customer cases across email, chat, and occasional phone/video.
Investigate workflow and product issues by reproducing steps, identifying configuration gaps, and clarifying customer use cases.
Triage potential bugs and escalate to Technical Support with clear documentation, context, and repro steps.
Own priority tickets to ensure timely resolution and clear customer communication.
Improve case quality and consistency by contributing to macros, troubleshooting guides, and internal documentation.
Monitor trends and recurring issues and flag patterns to Support Leadership and Product.
Support operational excellence by maintaining SLAs, managing backlog health, and ensuring thorough follow-up.
About You
This role is ideal for someone who enjoys digging into customer workflows, identifying patterns, and delivering clear, confident solutions - without needing to write code or analyze logs at a deep technical level.
What you’ve accomplished:
2-4 years of experience in customer support for B2B customers.
Strong troubleshooting skills focused on product workflows, configurations, and user behavior.
Ability to clearly document findings and write structured case notes.
Comfort working in ticketing systems (e.g., Zendesk, Jira or similar tools).
Excellent written and verbal communication - clear, empathetic, and confident.
Strong organizational skills and the ability to manage multiple active cases.
A process-oriented mindset - you look for patterns and help prevent repeat issues.
Nice to have:
Experience supporting SaaS products.
Familiarity with construction tech, supply chain, or procurement workflows.
Experience contributing to knowledge base documentation or training materials.
What you care about:
Passion: You strive for excellence and inspire others to do the same
Customer Obsession: You care deeply about our customers and seek to understand their pain
Innovation: You seek to understand the truth behind problems and find solutions to them
Impact: You’re both fast-paced and detail-oriented
Working at Kojo
Salary: Your salary will be dependent upon many factors, including your experience level, skillset, market dynamics and balancing internal equity relative to other Kojo employees. The compensation and benefits information that we provide is based on Kojo’s good-faith estimate as of the date of the job posting and may be modified in the future.
Benefits: This position is also eligible for a new hire equity grant and all US-based full time employees are eligible for our full suite of perks and benefits. For more information about our perks and benefits, check out https://www.usekojo.com/careers.
Location: Kojo’s team members work from home 100% of the time across North and South America. If applicable, we’ll identify the travel and/or location-specific requirements of a position in the text above. Otherwise, team members can expect to work business hours congruent with their local time zone and remotely.
Inclusive Workplace: Kojo values diverse perspectives and is committed to building an inclusive workplace. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we consider for employment qualified applicants with arrest and conviction records. We strongly encourage people from underrepresented groups to apply.
Scam Notice: Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of Kojo. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Kojo will never ask for any personal account information, such credit card details or bank account numbers, during the recruitment process.