Technical Support Specialist - Construction Exp Required | (Pacific/Midwest/Central)
About the role
About Rebar: Rebar is building the next-generation operating system for commercial HVAC, electrical, and plumbing suppliers and subcontractors. Over the past year, our V1 quoting product has scaled to thousands of quotes completed weekly, doubled revenue six weeks into 2026, and gained adoption across many of the top suppliers in North America. Fresh off a $14M Series A backed by leading construction tech investors, we're entering our next phase of growth, and we are looking for a Client Experience Leader to support our Client Success motion. You’ll work directly with the Client Success (CS), Product, and Sales teams to support new and existing clients and build the systems that will define Rebar’s client experience. We’re transforming the $250B HVAC industry with AI-native software—an industry still largely untouched by modern tools. This is your chance to get in early.
Responsibilities
- Own Frontline Support: respond to inbound client questions across live messaging, tickets, and screen-share / video calls with speed, clarity, and precision
- Own Outcomes & Performance: take full ownership of issues from first response through resolution while consistently hitting SLAs (response time, resolution time, CSAT)
- Prioritize with Urgency: manage competing tickets and timelines without sacrificing quality or customer experience
- Troubleshoot & Resolve: diagnose bugs, replicate issues, and partner with Engineering to drive fast resolutions
- Be the Voice of the Customer: surface patterns, recurring issues, and product gaps to inform roadmap decisions
- Improve Support Operations: help build and refine workflows, SLAs, and tooling to scale the support function
- Drive Product Adoption: guide customers on workflows, best practices, and how to get maximum value from the product
- Build Knowledge: create and maintain internal and client-facing documentation, tutorials, and FAQs
- Collaborate Cross-Functionally: work closely with Product, Engineering, and Client Success to deliver a seamless experience