What we do

Adaptive is a rapidly growing vertical software company of 34 building world class financial tools for real estate and construction. We haveraised $26m from Emergence, a16z, and other top funds as well as a collection of angels from companies like Brex, Ramp, Airbase, Square, and Shopify.

Why join us?

Power the local built environment

We serve the small businesses that are building communities across our country. Your favorite local café, the new house on the corner, or the ADUs helping to solve the housing crisis were all built by our customers--those that have lived in their cities for their entire lives and have a true passion for their craft. These are creative, dynamic, skilled individuals who bring neighborhoods to life by conceiving of and constructing environments where people connect and build memories. We're powering these businesses with access to the same world class financial services and software that the large developers have.

Join a world class team

We have built a culture rooted in collaboration and execution - and experience! We have deep backgrounds in finance, technology and construction and a fast-growing customer base. We have the momentum, team, and vision to win in this massive market. We'd love for you to join us.

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Role Summary

As a Customer Support Representative at Adaptive, you'll be the primary point of contact when our customers need real-time support. You'll play a crucial role in ensuring customer satisfaction, resolving issues efficiently, and maintaining Adaptive's reputation for excellence in customer service. This role offers a unique opportunity to shape and build out a high-priority function within our rapidly growing company. For someone who excels in this position, there is tremendous potential for professional growth and advancement as Adaptive continues to expand.

This position requires a blend of problem solving ability, strong communication skills, and a passion for helping our customers succeed. Familiarity with Quickbooks and construction finance (or willingness to learn both quickly) is strongly preferred.

Responsibilities

Serve as “first line of defense” for customer questions — responding promptly, providing effective solutions, and escalating to our engineering team when necessary
Use problem solving skills to develop custom workarounds for unique customer cases when required
Work closely with engineering during escalations, providing clear, detailed information about customer issues
Maintain a comprehensive tracking system for all customer requests and issues
Ensure timely follow-up on all customer inquiries, escalated issues, and feature requests
Collaborate with the product team to communicate customer feedback and feature requests
Create comprehensive, user-friendly articles for our Help Center based on common support requests

Qualifications

2+ years of experience in customer support or a similar client-facing role, preferably in a SaaS or technology environment
Excellent written and verbal communication skills
Strong problem-solving abilities and meticulous attention to detail
General understanding of construction industry financial processes (or aptitude for quick learning)
Familiarity with Quickbooks (or aptitude for quick learning)
Proficiency with customer communication tools like Intercom or similar platforms
Ability to explain complicated technical concepts in clear, non-technical terms
Demonstrated commitment to customer satisfaction and continuous improvement
Experience in coordinating with technical teams and managing follow-ups

What we offer

Opportunity to join a highly driven and passionate team at an inflection point
Competitive cash compensation
Top tier benefits and a 401k match
A flexible, remote-friendly work environment with a balanced approach to work

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