Customer Support Supervisor

Buildern is the #1 Construction Management Platform that helps residential and commercial builders manage projects from estimating to financials in one place. Our platform gives construction teams the tools they need to plan, collaborate, and deliver projects with confidence.

We're growing quickly and are looking for a Customer Support Supervisor to lead and develop our Customer Support team, oversee daily support operations, and ensure customers receive timely, knowledgeable, and high-quality assistance.

The ideal candidate combines strong people management skills with technical expertise and a customer-first mindset. This person will be responsible for building a high-performing support team, improving operational efficiency, managing complex customer escalations, and maintaining exceptional service standards as Buildern continues to grow.

Lead & Develop the Customer Support Team

• Manage Customer Support Specialists, providing ongoing coaching, mentorship, and support to drive individual and team performance.
• Conduct regular 1:1 meetings, performance evaluations, and development discussions, setting clear expectations and supporting career growth.
• Manage team schedules, workloads, and shift coverage to ensure efficient operations and consistent support across customer time zones.
• Lead the hiring, onboarding, and training of new team members, ensuring they develop strong product knowledge and technical troubleshooting skills.
• Foster a positive, accountable, and collaborative team culture focused on continuous learning and customer satisfaction.

Drive Support Operations & Service Quality

• Oversee daily support operations across live chat, email, and calls, ensuring timely and effective resolution of customer inquiries.
• Define, monitor, and improve key support metrics, including response times, resolution times, customer satisfaction (CSAT), and service-level agreements (SLAs).
• Handle complex technical issues and critical customer escalations, providing hands-on support and coordinating resolutions when needed.
• Monitor support quality, review customer interactions, and identify opportunities to improve team performance and service standards.
• Develop and optimize support processes, workflows, knowledge base articles, and internal documentation to improve efficiency and consistency.
• Identify opportunities to leverage automation and AI-powered tools to enhance support quality and operational scalability.

• Collaborate closely with Product, Engineering, and QA teams to investigate technical issues, escalate bugs, and ensure effective resolution.
• Analyze recurring customer issues, support trends, and feedback to identify opportunities for product and process improvements.
• Ensure customer-reported bugs and technical issues are accurately documented, reproduced, and communicated to relevant teams.
• Represent the voice of the customer by sharing insights that contribute to product improvements and a better overall customer experience.
• 3+ years of experience in Customer Support or Technical Support, preferably within a B2B SaaS or technology company.
• Proven experience directly managing, coaching, and developing customer-facing teams.
• Strong people management skills, including performance evaluations, feedback, conflict resolution, and team development.
• Solid technical troubleshooting and analytical skills, with the ability to investigate complex software-related issues.
• Experience managing support operations, customer escalations, SLAs, CSAT, and other performance metrics.
• Excellent written and verbal English communication skills.
• Strong organizational, decision-making, and problem-solving skills, with the ability to manage competing priorities effectively.
• Experience using customer support and collaboration tools such as Intercom, Jira, or similar platforms.
• Proactive, hands-on leadership style with a strong sense of ownership and accountability.
• Experience supporting complex B2B SaaS products, particularly ERP, accounting, project management, or construction management software.
• Experience improving support workflows, internal training programs, and knowledge management processes.
• Familiarity with AI-powered customer support tools and automation.
• Experience managing support teams operating across multiple time zones.

Work Schedule

This is an office-based role with a shift-based schedule aligned with our global customer support operations. Flexibility is required to coordinate and occasionally cover different shifts to ensure consistent team supervision and customer support.

Buildern is a fast-growing construction technology company helping builders run better businesses through modern, AI-powered software.

As a Customer Support Supervisor, you'll have the opportunity to lead and develop a growing team, improve how we support customers, and directly influence the quality of the customer experience. You'll work closely with Product, Engineering, and other teams, take ownership of meaningful improvements, and help build scalable support operations as Buildern continues to grow.