{"id":1105898,"url":"https://alion.io/job/fieldpulse-customer-support-associate","title":"Customer Support Associate","company":{"id":673626,"name":"FieldPulse","domain":"fieldpulse.com","url":"https://alion.io/company/fieldpulse","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","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":["Dallas, United States"],"countries":["US"],"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":"Salesforce","optional":false},{"name":"Twilio","optional":false}],"status":"live","first_seen_at":"2026-09-21T21:39:27Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-09-25T17:39:12Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"FieldPulse is a high-growth field service management software built specifically for the trades. From the first call to the final payment, we help trades businesses streamline every step of their work. Our platform empowers office staff, field technicians, management, and business owners with the tools they need to book and schedule work, create estimates, complete jobs, and get paid - faster and more efficiently. Trusted by thousands of businesses globally, FieldPulse pairs cutting-edge technology with a customer-first mindset to support the people who keep our world running.\nWe are looking for a Customer Support Associate to join our Customer Support team. This role sits at the intersection of Customer Support and Customer Success, with a strong focus on retention, renewals, escalations, and helping customers stay successful in FieldPulse.\nThis position will own proactive outreach for at-risk accounts, renewal and billing conversations, churn save efforts, and account-level follow up, while also supporting inbound chat, phone, and email coverage as part of the Customer Support team. Unlike a traditional support role that is purely reactive, this position is responsible for both resolving customer issues and actively working to retain customers, improve account health, and ensure customers continue to get value from the platform. This is a great opportunity for someone who enjoys talking to customers, solving problems, and taking ownership of outcomes, not just tickets.\nWhere You'll Work:\nFull-time, in-office at our headquarters in Dallas, TX.\nYou’ll be right in the heart of the action, surrounded by a team of passionate, high-energy individuals who thrive in a collaborative, fast-paced environment.\nWhat You'll Do:\nRetention, Renewals, and Account Ownership\nProactive outreach to customers with failed payments or renewal risk\nWork to save at-risk customers through calls, email, and follow up\nHandle cancellation requests and attempt retention when appropriate\nOwn churn save actions and document outcomes\nAssist with deboarding process when cancellation cannot be avoided\nSupport add-on and upgrade conversations when opportunities arise\nBilling, Escalations, and Account Support\nHandle billing questions, payment issues, and contract questions\nServe as an escalation point for customers at risk of churn\nAssist with account setup questions and post-implementation support\nSupport add-on related processes such as Engage, Operator AI, Fleet Tracking, Pricebook, and Twilio porting\nPartner with Technical Support when deeper troubleshooting is required\nCustomer Support Coverage\nSupport inbound chat, phone, and email channels as part of the Customer Support team\nMonitor ticket queues and ensure timely responses\nHelp customers troubleshoot product questions and workflow issues\nHandle escalated conversations with professionalism and empathy\nProvide clear, complete answers that help customers move forward\n\nTeam Collaboration\nWork closely with Customer Support, Customer Success, Technical Support, and Billing\nProvide feedback on common customer issues and product gaps\nHelp improve processes related to retention, cancellations, and escalations\nContribute to a strong, team-first customer experience culture\n\nWhat We're Looking For:\nStrong communication skills across phone, email, and chat\nComfortable handling billing conversations and difficult customer situations\nHighly organized and able to manage multiple accounts and tasks\nAbility to stay calm under pressure and handle escalations professionally\nQuick learner who is comfortable with new technology\nExperience with Salesforce or similar CRM preferred\nExperience in SaaS or technical support environment preferred\nWhy You’ll Love Working Here:\nImpactful, Fast-Paced Startup Culture: Work on exciting projects that truly move the needle.\nComprehensive Health Coverage: Medical insurance, plus dental & vision benefits to keep you covered.\nHealth & Wellness Perks: Memberships to keep you feeling your best.\n401(k) Plan: Secure your future while you grow with us.\nClear Path for Growth: Transparent career progression, professional development, and promotion opportunities.\nPaid Parental Leave: Support for you and your family when it matters most.\nThis role is a great entry point into Customer Success and Customer Experience at a fast-growing SaaS company.\nYou will have a direct impact on retention, customer satisfaction, and overall company growth, with clear opportunities to grow into Customer Success, Support leadership, or Account Management roles. You will work on a collaborative team that values ownership, accountability, and helping customers succeed.","description_format":"text","description_chars":4661,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[]},"benefits":["Health insurance","Parental leave","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Field Service Management Software"],"lifecycle":[{"event":"open","at":"2026-09-22T04:57:19Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":32,"reasons":["conf:1","win:early"],"computed_at":"2026-09-25T05:45:01Z"},"pay":null,"html_url":"https://alion.io/job/fieldpulse-customer-support-associate","json_url":"https://alion.io/job/fieldpulse-customer-support-associate.json","meta":{"generated_at":"2026-09-26T00:29:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":399,"day_limit":5000,"remaining_today":4601,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}