{"id":3690830,"url":"https://alion.io/job/buildern-customer-support-supervisor","title":"Customer Support Supervisor","company":{"id":179866,"name":"Buildern","domain":"buildern.com","url":"https://alion.io/company/buildern","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Yerevan, Armenia"],"countries":["AM"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false},{"name":"Jira","optional":false}],"status":"live","first_seen_at":"2026-11-03T16:28:28Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-04T16:53:37Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Buildernis the #1 Construction Management Platformthat 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.\nWe're growing quickly and are looking for a Customer Support Supervisorto lead and develop our Customer Support team, oversee daily support operations, and ensure customers receive timely, knowledgeable, and high-quality assistance.\nThe 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.\nWhat You'll Do\nLead & Develop the Customer Support Team\nManage Customer Support Specialists, providing ongoing coaching, mentorship, and support to drive individual and team performance.\nConduct regular 1:1 meetings, performance evaluations, and development discussions, setting clear expectations and supporting career growth.\nManage team schedules, workloads, and shift coverage to ensure efficient operations and consistent support across customer time zones.\nLead the hiring, onboarding, and training of new team members, ensuring they develop strong product knowledge and technical troubleshooting skills.\nFoster a positive, accountable, and collaborative team culture focused on continuous learning and customer satisfaction.\nDrive Support Operations & Service Quality\nOversee daily support operations across live chat, email, and calls, ensuring timely and effective resolution of customer inquiries.\nDefine, monitor, and improve key support metrics, including response times, resolution times, customer satisfaction (CSAT), and service-level agreements (SLAs).\nHandle complex technical issues and critical customer escalations, providing hands-on support and coordinating resolutions when needed.\nMonitor support quality, review customer interactions, and identify opportunities to improve team performance and service standards.\nDevelop and optimize support processes, workflows, knowledge base articles, and internal documentation to improve efficiency and consistency.\nIdentify opportunities to leverage automation and AI-powered tools to enhance support quality and operational scalability.\nImprove Customer Experience & Cross-Functional Collaboration\nCollaborate closely with Product, Engineering, and QA teams to investigate technical issues, escalate bugs, and ensure effective resolution.\nAnalyze recurring customer issues, support trends, and feedback to identify opportunities for product and process improvements.\nEnsure customer-reported bugs and technical issues are accurately documented, reproduced, and communicated to relevant teams.\nRepresent the voice of the customer by sharing insights that contribute to product improvements and a better overall customer experience.\nWhat You'll Bring\n3+ years of experience in Customer Support or Technical Support, preferably within a B2B SaaS or technology company.\nProven experience directly managing, coaching, and developing customer-facing teams.\nStrong people management skills, including performance evaluations, feedback, conflict resolution, and team development.\nSolid technical troubleshooting and analytical skills, with the ability to investigate complex software-related issues.\nExperience managing support operations, customer escalations, SLAs, CSAT, and other performance metrics.\nExcellent written and verbal English communication skills.\nStrong organizational, decision-making, and problem-solving skills, with the ability to manage competing priorities effectively.\nExperience using customer support and collaboration tools such as Intercom, Jira, or similar platforms.\nProactive, hands-on leadership style with a strong sense of ownership and accountability.\nNice to Have\nExperience supporting complex B2B SaaS products, particularly ERP, accounting, project management, or construction management software.\nExperience improving support workflows, internal training programs, and knowledge management processes.\nFamiliarity with AI-powered customer support tools and automation.\nExperience managing support teams operating across multiple time zones.\nWork Schedule\nThis 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.\nWhy Join Buildern?\nBuildern is a fast-growing construction technology company helping builders run better businesses through modern, AI-powered software.\nAs 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.","description_format":"text","description_chars":5179,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Construction Management Software"],"lifecycle":[{"event":"open","at":"2026-11-03T16:28:28Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":89,"reasons":["conf:3","win:early"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/buildern-customer-support-supervisor","json_url":"https://alion.io/job/buildern-customer-support-supervisor.json","meta":{"generated_at":"2026-11-04T19:04:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29366,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":179866},"rest":"https://alion.io/mcp/rest/get_company?id=179866"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbuildern-customer-support-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbuildern-customer-support-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbuildern-customer-support-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/buildern-customer-support-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbuildern-customer-support-supervisor"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3690830}},{"tool":"search_jobs","arguments":{"company":"buildern.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3690830},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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