Customer Support Associate

ABOUT ASITE

Asite is the digital construction platform trusted by the organisations that build at scale. Our vision is simple: connect people everywhere and help the world build better – faster, smarter, with fewer failures and less rework. We connect the physical, digital, and human dimensions of construction, making project information actionable, auditable, and secure at every stage of the asset lifecycle – from feasibility and design through construction, handover, and operations.

From 3D modelling and secure agentic AI to document control and field collaboration, Asite works across every discipline and every tier of the supply chain. We help clients meet the standards that matter, including Golden Thread reporting under the Building Safety Act and ISO 19650 – so the right information is always traceable and available to the people who need it.

ABOUT THE ROLE

As a Customer Support Supervisor at Asite, you will lead and support the Customer Support team by overseeing daily operations, monitoring SLAs and KPIs, managing escalations, coaching team members, allocating workloads, driving process improvements, collaborating with cross-functional teams, and ensuring high levels of customer satisfaction and service quality.

KEY RESPONSIBILITIES

• Provide customer support via email, chat, and phone.
• Troubleshoot and resolve application issues.
• Log, prioritize, and manage support tickets within SLA.
• Escalate complex issues to the appropriate teams.
• Maintain accurate ticket documentation.
• Guide customers on product features and best practices.
• Collaborate with Product, Engineering, and Customer Success teams.
• Ensure high customer satisfaction (CSAT/CX).
• Contribute to knowledge base articles and process improvements.
• Stay updated on product enhancements and new releases.

REQUIREMENTS

• Bachelor's degree (preferred)
• 1–3 years of customer support or technical support experience (preferred).
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Basic understanding of SaaS applications and cloud technologies.
• Experience with ticketing/support tools (e.g., Intercom, Zendesk, Jira, Freshdesk).
• Ability to prioritize tasks and work in a fast-paced environment.
• Customer-focused mindset with strong interpersonal skills.
• Ability to work independently and collaboratively within a team.
• Willingness to work flexible shifts, including weekends or holidays if required.

Must have

Excellent verbal and written communication skills.

Nice to have

• Experience with CRM or helpdesk platforms (e.g., Intercom).
• Knowledge of ITIL or customer support best practices.
• Basic understanding of APIs, SSO, or web technologies.
• Experience supporting enterprise or B2B SaaS customers.
• Familiarity with SQL, log analysis, or browser developer tools.
• Experience with cloud platforms (AWS, Azure, or Google Cloud).
• Knowledge of Jira, Confluence, or similar collaboration tools.
• Experience creating or maintaining knowledge base articles.