Medium
Why join us?
Handoff is the AI agent that runs a construction company. We help remodelers automate estimating, streamline operations, and win more work – backed by real‑time cost data, intuitive design, and workflows that “speak contractor.” With over 10,000 monthly active users and $6B in annualized project volume already flowing through our platform, we’re becoming the trusted partner for the people who build our homes.
We are backed by $25M+ raised from Y Combinator, Initialized, and Greycroft. Our team is distributed across hubs in Austin, São Paulo, and Buenos Aires, and we are deeply focused on building intuitive, high‑impact solutions that make a real difference for our users.
Support Representative at Handoff We’re hiring a Support Representative to deliver high‑quality, empathetic support to our growing base of remodeling contractors. In this role, you’ll be the first line of contact for our users—responding to inbound requests, resolving issues with clarity and care, and proactively identifying opportunities to improve their experience.
This role is ideal for someone who thrives in a fast‑paced, startup environment and values quality over volume. You’ll be instrumental in helping customers get the most out of our platform while shaping the future of support at Handoff.
What you’ll do
Manage all inbound support communications via Intercom and email
Provide prompt, clear, and helpful responses that build trust with users
Follow up on failed payments, subscription cancellations, and billing questions
Proactively reach out to at‑risk users to encourage platform engagement
Escalate bugs and usability issues to the product and engineering teams
Maintain and improve internal knowledge bases and help center articles
Track key support metrics (e.g., response time, CSAT) and share insights
Collaborate closely with cross‑functional teams to improve user experience
Help onboard new users as needed through training or product walkthroughs
Document and suggest improvements to support workflows and tooling
About you
2–4 years in a customer support or customer success role, preferably in SaaS
Excellent written and verbal English communication (neutral, US‑style tone)
Strong judgment and problem‑solving skills—you know when to go deep vs. upscale
Prior experience with tools like Intercom, Zendesk, or HubSpot
Empathetic and calm under pressure; comfortable communicating with contractors
Highly organized and self‑motivated, especially in a remote environment
Not a technical support engineer—you lead with clarity, not code
Bonus: Experience writing or managing internal knowledge base content
What we offer
Get paid in USD and take advantage of unlimited paid time off (PTO).
Be part of a high‑growth startup shaping the future of remodeling and construction.
Work with a passionate, global team of experts from leading tech companies.
Help build a company that values innovation, creativity, and efficiency.
If you’re ready to deliver thoughtful, high‑quality support and help contractors succeed with modern tools, we’d love to meet you. Let’s build something great together.
Handoff is an Equal Opportunity Employer.
Handoff is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Handoff will not tolerate discrimination or harassment based on any of these characteristics. Handoff encourages applicants of all ages. Handoff also participates in E‐Verify.
#J-18808-Ljbffr
We are backed by $25M+ raised from Y Combinator, Initialized, and Greycroft. Our team is distributed across hubs in Austin, São Paulo, and Buenos Aires, and we are deeply focused on building intuitive, high‑impact solutions that make a real difference for our users.
Support Representative at Handoff We’re hiring a Support Representative to deliver high‑quality, empathetic support to our growing base of remodeling contractors. In this role, you’ll be the first line of contact for our users—responding to inbound requests, resolving issues with clarity and care, and proactively identifying opportunities to improve their experience.
This role is ideal for someone who thrives in a fast‑paced, startup environment and values quality over volume. You’ll be instrumental in helping customers get the most out of our platform while shaping the future of support at Handoff.
What you’ll do
Manage all inbound support communications via Intercom and email
Provide prompt, clear, and helpful responses that build trust with users
Follow up on failed payments, subscription cancellations, and billing questions
Proactively reach out to at‑risk users to encourage platform engagement
Escalate bugs and usability issues to the product and engineering teams
Maintain and improve internal knowledge bases and help center articles
Track key support metrics (e.g., response time, CSAT) and share insights
Collaborate closely with cross‑functional teams to improve user experience
Help onboard new users as needed through training or product walkthroughs
Document and suggest improvements to support workflows and tooling
About you
2–4 years in a customer support or customer success role, preferably in SaaS
Excellent written and verbal English communication (neutral, US‑style tone)
Strong judgment and problem‑solving skills—you know when to go deep vs. upscale
Prior experience with tools like Intercom, Zendesk, or HubSpot
Empathetic and calm under pressure; comfortable communicating with contractors
Highly organized and self‑motivated, especially in a remote environment
Not a technical support engineer—you lead with clarity, not code
Bonus: Experience writing or managing internal knowledge base content
What we offer
Get paid in USD and take advantage of unlimited paid time off (PTO).
Be part of a high‑growth startup shaping the future of remodeling and construction.
Work with a passionate, global team of experts from leading tech companies.
Help build a company that values innovation, creativity, and efficiency.
If you’re ready to deliver thoughtful, high‑quality support and help contractors succeed with modern tools, we’d love to meet you. Let’s build something great together.
Handoff is an Equal Opportunity Employer.
Handoff is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Handoff will not tolerate discrimination or harassment based on any of these characteristics. Handoff encourages applicants of all ages. Handoff also participates in E‐Verify.
#J-18808-Ljbffr