Account Support Specialist

Account Support Specialist

Airo Marketing, Inc. dba Contractor AppointmentsCompany Overview:Airo Marketing, Inc. is a leader in performance lead generation, connecting over 10,000 unique daily visitors seeking home improvement estimates with a nationwide network of 300+ top home contractors. Our success is built on delivering exceptional value to both customers and contractors through innovative solutions, streamlined processes, and a commitment to long-term success and profitability.

Job Summary:

We are looking for a proactive and detail-oriented Account Support Specialist to join our team. This role is pivotal in providing exceptional support to contractor partners, ensuring a seamless onboarding experience, and driving customer satisfaction through prompt, solution-oriented communication.You will manage inquiries, assist with account operations, and play an active role in optimizing and scaling processes. Your contributions will directly impact key metrics, including Churn reduction, Lifetime Value (LTV), Customer Satisfaction, and Average Revenue Per Account (ARPA). The ideal candidate will thrive in a fast-paced, dynamic environment, balancing efficiency with empathy to deliver outstanding service and measurable results.

Key Performance Indicators (KPIs):

Your success in this role will be measured by maintaining and improving the following metrics:

• First Response Time
• Resolution Time
• Customer Satisfaction (CSAT)
• Churn Reduction
• Time To Activation (TTA)
• Knowledge Base Contribution (Content creation)

Responsibilities:

Customer Service (60%)

• Respond promptly to contractor inquiries via Intercom (live chat, email), phone, and voicemail, ensuring timely and accurate resolutions.
• Conduct onboarding calls, including account setup, integrations, and dashboard orientations via Zoom, to ensure immediate value recognition.
• Proactively assist contractors with feature updates, platform navigation, and account-related questions.
• Create and distribute mass communications, such as feature announcements, updates, and best practices.
• Maintain and enhance the Help Center with current, relevant resources to support contractor self-service.

Account Operations (20%)

• Support Account Management with account setup, integrations, and maintenance, including zip code updates, new markets, and product changes.
• Follow up on CC declines to minimize revenue leakage and ensure timely resolutions.
• Prepare and distribute weekly paused account reports for targeted retention outreach.
• Collaborate with internal teams to resolve escalations and address complex contractor concerns.

Optimization and Process Improvement (20%)

• Evaluate and document customer service workflows, identifying opportunities for greater efficiency and scalability.
• Collaborate with the product and tech teams to implement automation, AI tools, and bots for repetitive tasks and ticket management.
• Develop and execute strategies to improve self-service options through knowledge base enhancements and proactive communication.

Ideal Candidate Profile:

Qualities:

• Empathetic Communicator: Connects with customers to make them feel understood and valued.
• Proactive Problem-Solver: Anticipates and addresses issues before they escalate.
• Adaptable and Resilient: Thrives in a fast-paced environment and embraces new challenges.
• Detail-Oriented: Maintains precision in responses, documentation, and process execution.
• Team Player: Collaborates effectively with team members and contributes to a positive team culture.

Skills:

• Customer Service Expertise: Demonstrated success in customer-facing roles, preferably in a B2B or SaaS environment.
• Technical Proficiency: Ability to troubleshoot basic technical issues and learn new platforms quickly.
• Strong Written and Verbal Communication: Excels at simplifying complex topics and crafting clear, concise messages.
• Analytical Thinking: Capable of identifying trends in customer inquiries and providing actionable insights.
• Tools and Platforms: Familiarity with CRM systems (e.g., Salesforce), ticketing software (e.g., Intercom), and knowledge base platforms.

Future Growth Opportunities:

As we continue to enhance our processes and expand our capabilities, this role offers opportunities to:

• Contribute to the development of a customer health score system.
• Assist in implementing and analyzing NPS (Net Promoter Score) data for actionable insights.
• Play a role in scaling AI-driven support tools to automate repetitive tasks and improve efficiency.
• Lead initiatives to improve and expand contractor Help Center, reducing inbound inquiries.

Required Qualifications:

• Bachelor’s degree or equivalent work experience.
• 3+ years of experience in customer service, account management, or a similar role.
• Proven ability to work remotely in a high-growth, metrics-driven environment.
• Excellent written and verbal communication skills for clear, empathetic, and professional interactions.
• Strong organizational skills with the ability to multitask, prioritize, and meet deadlines.
• Demonstrated ability to manage customer inquiries efficiently while maintaining high satisfaction levels.
• Experience troubleshooting technical issues or providing step-by-step customer guidance.
• Track record of maintaining or improving key metrics, such as response time, resolution time, or CSAT scores.

Preferred Qualifications:

• Experience with AI-driven tools or bots for customer service automation.
• Familiarity with building or maintaining self-service resources like a Help Center or FAQ.
• Knowledge of data analysis and reporting tools to track and interpret customer metrics.
• Background in working with contractors, home services, or a similar industry.
• Exposure to customer health scoring systems or NPS (Net Promoter Score) implementation.
• Proven ability to scale processes or workflows in a growing company.
• Proficiency in CRM systems (e.g., Salesforce) and ticketing platforms (e.g., Intercom).

Why Join Us?

Join Airo Marketing, Inc. as a Account Support Specialist and be part of a team where you can:

• Directly impact the growth and satisfaction of our contractor partners while playing a pivotal role in reducing churn and enhancing account value.
• Develop professionally by contributing to innovative projects like automation, customer health scoring, and Help Center enhancements.
• Gain hands-on experience in a fast-paced, metrics-driven environment with opportunities to bring more structure, refine, and scale customer service processes.
• Collaborate with a supportive team that values your insights and encourages growth and camaraderie.
• Shape the future of customer success by leveraging cutting-edge tools and strategies to deliver exceptional service and results.