Brand Ambassador, IT Solutions Architect (Remote/Chat)

Who we are

Our mission at Capacity is to help teams do their best work through our AI-powered support automation platform. Capacity provides everything you need to automate support and business processes in one powerful omni-channel platform. 

We believe that each individual voice, perspective and background brings inherent value to enhance our product, serve our customers and generate more ideas to solve complex problems. By continuing to hire talented, driven and humble teammates, we have the opportunity to see Capacity become a premier brand enterprise SaaS platform.

Capacity has raised over $100 million dollars from over 150 investors, giving us the opportunity to make ambitious investments in our team and big bets on our future. Our total addressable market is enormous. Any company that wants to grow revenue, reduce costs, and improve customer and employee satisfaction is an opportunity for Capacity to shine.

Why this job is exciting

The role:

We are seeking elite IT Brand Ambassadors to represent CDW.com, providing high-skill, "white-glove" interactions that complete the digital buying experience.

This is not a traditional chat support role. Our Brand Ambassadors act as trusted technology advisors, helping customers navigate complex IT questions and identify the right solutions for their needs.

When customers initiate chat on CDW.com, they are looking for expert guidance, not just answers. You will use your technical knowledge and experience to:

• Understand customer challenges
• Recommend the right products and solutions
• Guide confident purchasing decisions

Responsibilities:

In this role, you will be responsible for the following:

• IT Consultation: Provide expert recommendations across enterprise hardware, infrastructure, and IT solutions.
• White-Glove Customer Experience: Deliver a premium support experience that prioritizes value, empathy, and technical expertise in every interaction.
• Build Customer Loyalty: Create memorable interactions that deliver successful outcomes, and encourage continued engagement with CDW.
• Product Advocacy: Confidently represent CDW's portfolio and navigate product comparisons.
• Value-Driven Conversations: Use consultative communication to uncover needs and guide customers towards the right outcomes.

Requirements:

• 5+ years of IT industry experience. Background in large-scale corporate, healthcare, or institutional IT is highly beneficial.
• Deep familiarity with top OS environments (Windows, macOS, Linux) and major hardware brands (Dell, HP, Cisco, Apple).
• Exceptional ability to clearly communicate warmth and expertise through written conversations.
• Ability to manage multiple concurrent conversations with professionalism and accuracy.

Tech Requirements:

• Desktop or laptop (mobile/tablets not supported)
• Stable high-speed internet (10mbps+) and reliable audio capability

You are motivated by:

• Hustle: You inspire others to work as hard as you. You will find a way, no matter how hard the task is.
• Ownership: You have an owner/builder mentality. You care about what you deliver and own your mistakes.
• Proactivity: You don’t wait for someone to tell you what to do or what problems to solve. You are always looking for ways to learn and improve.
• Excellence: You set a high bar and surpass expectations.  You hit your goals and ask for more.
• Humility: You are not above any task in the organization and are willing to drop what you’re doing to help a teammate. 

What you can expect from us

The team:

Capacity team members enjoy the opportunity and benefits of working at an artificial intelligence startup, but with leaders who’ve worked at places like Apple, Ebay, Visa, Answers.com, Oracle, Boeing, and many more world-class companies. The culture at Capacity encourages innovation, independent problem solving, and collaboration as we continue to mature our product in the ever-changing world of AI.

We provide:

• Rate: $18–$22 per hour
• Employment as a 1099 independent contractor with weekly payouts
• Performance-based incentive rewards

Still unsure?

At Capacity we value more than just hard skills.  Our goal is to build a holistic and diverse team. If you aren’t sure if you qualify, just apply! We will carefully consider your application and are always grateful for any time and effort invested in Capacity.  

But wait, there’s more!

At Capacity we believe in more than just building amazing products and helping our customers. Although we are a remote workforce, we remember the neighborhood where we started. We still strive to elevate our community by furthering access to education and careers in the tech space. Our affiliated nonprofit, Create A Loop, brings rigorous computer science courses to underserved communities with little to no access to formal computer science education. There are many opportunities for our Capacity team members to serve and educate our Create A Loop students throughout the year.