Why workpinnacle?
workpinnacle is a fast‑growing technology company that is redefining how manufacturers manage cost, visibility, and operational efficiency. Headquartered in the vibrant River West district of Chicago, workpinnacle has built a simple yet powerful cloud‑based platform that connects production lines, supply chains, and business intelligence tools. After a successful Series A funding round, the company is scaling rapidly and looking for passionate individuals who want to make a tangible impact from day one.
At workpinnacle, we view every employee as a strategic partner in our mission to modernize the industrial sector. Our culture blends the agility of a startup with the rigor of a mature engineering organization. We invest heavily in professional development, encourage cross‑functional collaboration, and celebrate the diverse perspectives that drive innovation.
Position Overview
We are seeking a highly motivated Customer Support Associate to join our remote team. In this role, you will serve as the frontline liaison between workpinnacle’s customers and our internal engineering, sales, and customer‑success teams. You will diagnose issues, provide product guidance, and ensure that every interaction leaves the customer feeling heard, valued, and empowered.
This is a full‑time, remote‑first position with the flexibility to work from anywhere in the United States. Candidates based in the Chicago area may also choose to work from one of our co‑working spaces in downtown Chicago or Charlotte.
Core Responsibilities
- Respond promptly to inbound customer inquiries via email, the HubSpot support portal, and occasional phone calls.
- Document each interaction in workpinnacle’s CRM, ensuring accurate, searchable records for future reference.
- Collaborate with the sales and customer‑success teams to onboard new pilots, troubleshoot ongoing issues, and identify upsell opportunities.
- Partner with the engineering team to triage bugs, reproduce technical problems, and communicate status updates to customers.
- Maintain and continuously improve internal knowledge bases in Notion, creating clear, step‑by‑step guides for both customers and internal stakeholders.
- Analyze recurring support trends and propose process enhancements that reduce resolution time and improve product usability.
- Participate in weekly cross‑functional stand‑ups to share insights, align priorities, and celebrate wins.
- Advocate for the customer’s perspective in product roadmap discussions, ensuring that new features address real‑world pain points.
Essential Qualifications
- 2+ years of experience in a customer‑service or technical‑support role, preferably within a SaaS or manufacturing‑technology environment.
- Demonstrated ability to solve complex problems by synthesizing information from multiple sources.
- Exceptional written communication skills; ability to translate technical concepts into clear, friendly language.
- Proficiency with modern support tools such as HubSpot, Notion, Zendesk, or similar platforms.
- Strong organizational habits, including meticulous note‑taking and follow‑up discipline.
- Self‑starter mindset with a “get‑things‑done” attitude; comfortable working independently and as part of a fast‑paced team.
- Eligibility to work in the United States.
Preferred Qualifications
- Experience supporting manufacturing or industrial‑software customers.
- Familiarity with basic programming or scripting languages (e.g., Python, SQL) to aid in debugging.
- Background in using project‑management tools such as Asana, Trello, or Jira.
- Previous exposure to remote‑first work environments and distributed team dynamics.
- Certification in customer‑service excellence (e.g., HDI, ITIL).
Key Skills & Competencies
- Empathy & Active Listening: Ability to understand customer emotions and respond with genuine care.
- Analytical Thinking: Quickly identify root causes and propose actionable solutions.
- Technical Curiosity: Eagerness to learn workpinnacle’s platform architecture, APIs, and integration points.
- Collaboration: Comfortable working across engineering, product, and sales to achieve shared goals.
- Time Management: Prioritize multiple tickets while maintaining high quality and accuracy.
- Adaptability: Thrive in a rapidly evolving startup environment where priorities shift frequently.
Career Growth & Learning Opportunities
workpinnacle is committed to your professional development. As a Customer Support Associate, you will have access to:
- Mentorship from senior engineers and product managers who will help you deepen technical expertise.
- Quarterly training workshops on topics ranging from advanced troubleshooting to customer‑experience design.
- Clear promotion pathways to roles such as Senior Support Specialist, Customer Success Manager, or Technical Account Manager.
- Opportunities to contribute to product documentation, beta‑testing programs, and user‑feedback loops.
- Company‑wide “Innovation Days” where you can pitch ideas, prototype new features, and collaborate with cross‑functional teams.
Work Environment & Culture at workpinnacle
Our culture is built on three pillars: Impact, Collaboration, and Balance.
- Impact: Every team member’s work directly influences workpinnacle’s growth trajectory. You will see the results of your efforts in real time, from reduced ticket resolution times to happier customers.
- Collaboration: We operate in cross‑functional pods that encourage knowledge sharing, peer reviews, and collective problem‑solving.
- Balance: We believe sustainable performance comes from a healthy work‑life integration. Unlimited PTO (minimum two weeks), flexible schedules, and a supportive leadership team ensure you can recharge when needed.
Our remote‑first policy means you can design your workspace to suit your productivity style, while still feeling connected through weekly video huddles, virtual coffee chats, and annual in‑person retreats.
Compensation, Perks & Benefits
- Competitive Salary: $40,000 – $50,000 annually, commensurate with experience and expertise.
- Unlimited Paid Time Off: Minimum two weeks, with the freedom to take additional days as needed.
- Health & Wellness: Comprehensive medical, dental, and vision coverage.
- Retirement Savings: 401(k) plan with company matching.
- Flexible Work Arrangement: Fully remote or hybrid options in Chicago or Charlotte co‑working spaces.
- Professional Development Stipend: Annual budget for courses, certifications, or conferences.
- Technology Allowance: Home office equipment stipend to set up an ergonomic workspace.
- Team Building: Quarterly virtual events, annual off‑site retreats, and regular recognition programs.
Who Will Thrive in This Role?
If you love solving puzzles, enjoy interacting with people, and are energized by a fast‑moving environment, you’ll feel right at home at workpinnacle. Ideal candidates are:
- Detail‑oriented note‑takers who can capture nuanced customer information.
- Proactive communicators who keep stakeholders informed without being prompted.
- Resilient professionals who stay calm under pressure and view challenges as growth opportunities.
- Team players who value collaboration over siloed work.
- Individuals who view customers as long‑term partners rather than mere revenue sources.
When This Role Might Not Be a Fit
We want to be transparent. This position may not suit you if you:
- Prefer minimal human interaction and avoid phone or video calls.
- Struggle with organization, note‑taking, or clear communication.
- Find high‑tempo, deadline‑driven environments stressful.
- Prefer to work in isolation without cross‑team collaboration.
- Are not comfortable taking ownership of tasks, big or small.
How to Apply
If you are excited about helping manufacturers succeed and want to grow your career in a supportive, high‑impact environment, we would love to hear from you. Please submit your resume, a brief cover letter outlining your relevant experience, and any supporting materials that showcase your problem‑solving abilities.
workpinnacle is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Ready to Join workpinnacle?
Even if you don’t meet every single requirement, we encourage you to apply. Great teams are built on diverse perspectives, and we are always looking for talented, motivated individuals who share our vision.
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