Customer Support Representative I

Prokeep is an Order Engine that helps distributors turn customer interactions into order opportunities across North America. The Customer Support Representative I serves as the first line of support, delivering fast, high-quality issue resolution and guidance so customers can use the Prokeep platform effectively. This role also captures feedback and trends to improve product and customer success outcomes.

• Serve as the primary point of contact for inbound customer support inquiries via phone and email, delivering timely and accurate resolutions.
• Troubleshoot platform issues by diagnosing problems, identifying root causes, providing clear guidance, and escalating to the appropriate internal team when needed.
• Log all customer interactions, issues, and resolutions in HubSpot to maintain visibility across the Customer Success organization.
• Identify trends in customer issues and escalate recurring problems and product feedback to product and engineering teams.
• Partner with Customer Success Managers to flag at-risk accounts and ensure seamless handoffs for deeper engagement.
• Contribute to and maintain support documentation, help center articles, and internal knowledge base resources.
• Meet or exceed support SLAs and performance metrics (response time, resolution time, customer satisfaction scores).
• Maintain deep product knowledge to provide accurate, confident customer guidance as a platform expert.
• Represent the voice of the customer internally and advocate for product improvements based on direct feedback.

• 1+ years of experience in a customer support role within a SaaS or technology organization.
• Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
• Familiarity with HubSpot or similar CRM/support ticketing tools.
• Ability to manage a high volume of inquiries while maintaining quality and attention to detail.
• Proactive, solutions-oriented mindset and genuine desire to help customers succeed.
• Self-starter approach to tooling and efficiency, with interest in support platforms, automation, and AI.
• Ability to learn new technologies quickly and adapt in a fast-paced, rapidly evolving startup environment.
• Strong organizational skills and ability to prioritize competing tasks effectively.
• Experience working in or with the wholesale distribution or construction industry (plus).

• Schedule: Monday through Friday, 9 AM to 5 PM Eastern Time.
• Compensation range: $50,000 to $55,000 annually.
• Equity package.
• Benefits: health, dental, vision, life, short- and long-term disability, 401(k), and employee assistance program (EAP).
• Flexible PTO with no preset limits.
• Yearly education stipend for professional development.