Customer Support Specialist

Scaffold is building the data orchestration layer for residential construction. We integrate fragmented systems across builders, subcontractors, and suppliers to automate workflows, eliminate manual work, and unlock real-time decision-making.

When one of our customers has a question or runs into an issue, they reach out expecting a real answer from a real person. We're hiring a Customer Support Specialist to be that person. You'll work directly with customers — diagnosing issues, walking them through fixes, and bringing in engineering when an inquiry needs deeper investigation. A core part of the role is taking technical resolutions from engineering and translating them into clear, actionable communication for the customer.

This role works in close partnership with the Implementation & Success Manager, who owns the metrics and ongoing evolution of the support function. Your work shapes the day-to-day customer experience, and your insights from the front lines feed the function forward.

What You’ll Do

• Receive and respond to every customer inquiry, across email, calls, and virtual meetings
• Diagnose customer issues and resolve them directly when possible — through step-by-step instructions, guided phone calls, or screenshare walkthroughs
• Escalate inquiries that need engineering investigation with clear context: what the customer reported, what you've tried, and what you suspect is happening
• Own the customer communication arc on every ticket: acknowledgement, status updates, and resolution
• Translate engineering's technical resolutions into easy-to-digest, actionable communication for the customer
• Keep tickets consistently organized so internal reporting stays accurate
• Surface patterns, recurring issues, and customer feedback to the I&S Manager to improve the support function over time

What We’re Looking For

• 3+ years in customer support, customer success, or customer-facing technical work where you were actively solving customer problems
• Strong written and verbal communication — comfortable on email, phone, and screenshare with customers
• Process-oriented; you keep queues clean and tickets organized
• Comfortable following technical conversations and asking the right follow-up questions
• Calm and measured under pressure during high-severity issues
• Bonus: familiarity with residential construction, homebuilding, building products, or the supplier side — and the kind of business impact a software issue can have on field operations
• Bonus: experience with ERP-adjacent or integration-heavy software

Why Join Scaffold?

• Work directly with customers in an industry that has been underserved by software for decades
• Be an early member of a venture-backed company building category-defining infrastructure for residential construction
• Work alongside a small team of operators who built scalable businesses before this one — and who treat customer outcomes as part of the produc
• Compensation: Competitive salary and meaningful equity in the company.

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