Job description

Look around you today, every store, home, hospital, school, was made possible by the coordination of architects and a team of professionals. They are charged with the responsibility of creating our shelters and yet, they are left with nothing more than Excel to manage their work. We're here to change that.

What is Monograph?

Monograph is a firm performance management platform for architecture and engineering practices. Firms use Monograph to make quick and confident decisions about budgeting and resources to drive their practices forward.

Why Work at Monograph?

People first: Core to the team, we believe in people first, curiosity, and empathy. You'll be a culture ambassador and deploy your genuine value for relationships to drive success and happiness.

Build a company that will redefine architecture: Project management is just the beginning...we have big ambitions to help facilitate the entire design process from becoming the document source of truth to coordinating with consultants. You can shape the future of building design.

Work with some of the best product people in the world: We’re an innovative team of highly productive individual contributors with a strong design background. You will be doing some of the best work of your life.

We’re looking for a Customer Support Specialist to join the Monograph team as an international contractor. As Monograph’s dedicated Support team member, you will provide exceptional support to our customers and help build the future of how architects manage their business.

About the role...

As our Customer Support Specialist, you will provide exceptional support to our customers by building a trusted relationship. You’ll be the primary voice of timely, accurate, personable support through email and videos. You will identify areas where we can be more operationally efficient and implement improved processes.

This is a unique opportunity to help define what support at Monograph looks like while exploring best practices, tools, & systems.

This role is based in Mexico and requires the ability to work in Pacific Standard Time (PST).

What you'll do:

Resolve support tickets through Intercom, providing customers with timely, friendly, and accurate responses. Seek out answers and ensure there is relevant documentation.
Troubleshoot before escalating - replicate issues, gather necessary details, and provide a clear summary before passing to Engineering.
Conduct customer calls when further troubleshooting, explanation, or clarification is required to resolve complex issues efficiently.
Identify inefficiencies in ticket triage and contribute to scalable improvements for our customer support team.
Develop deep product knowledge and stay up-to-date on all new releases to better support our users.
Collaborate cross-functionally to promote a consistent and seamless user experience. Share product insights and advocate for customer needs.

What you'll bring:

2-3 years of experience in a Customer Support role at a startup or SaaS company.
Strong sense of urgency and accountability - you take ownership of tickets and follow through until resolution.
Exceptional troubleshooting skills - you proactively seek answers, investigate thoroughly, and document findings before escalating.
Clear and professional communication - you can explain complex topics in a simple, friendly, and empathetic way.
A keen eye for detail and operational efficiency - you recognize patterns, identify process gaps, and suggest improvements.
Experience with our support tool, Intercom.
Access to reliable internet connection and proficiency with G Suite, Zoom, Slack, and other basic internet technologies.
Bonus Points: Experience or familiarity with the architecture industry or QuickBooks.

IMPORTANT NOTES:

This is a contractor position.
You will be working remotely, we do not have an office in Mexico.
You must have the ability to work PST hours (9:00 AM - 5:30 PM PST, with a 30-minute lunch break).