Customer Support Representative

Position Overview

Tekmetric is an all-in-one, cloud‑based platform built by a shop owner to empower auto repair shops to run smarter, grow faster, and deliver exceptional service. In this role, you will be the first line of connection for our customers—helping solve problems, offering clear solutions, and contributing to a culture of transparency and ownership. You will work in our dynamic environment at our Houston office (3‑4 days onsite) and help shape the future of auto repair.

Key Responsibilities

• Tackle customer questions head‑on with curiosity and enthusiasm over phone, chat, or email, quickly identifying issues and guiding customers toward effective solutions.
• Bring energy and empathy to every interaction, ensuring customers feel heard, valued, and genuinely supported.
• Embrace transparency when explaining product issues and next steps.
• Serve as the customer's voice by documenting bugs and collaborating with the development team for timely fixes and improvements.
• Keep records sharp and accurate by updating tickets, account details, and communication logs.
• Stay current on product features, industry trends, and customer service best practices.
• Invite and incorporate customer feedback to continuously enhance our service and product experience.
• Consistently meet or exceed performance goals to deliver best‑in‑class support.
• Jump in to support teammates when needed—fostering a collaborative and growth‑oriented environment.

Required Qualifications

• A minimum of 1 year of experience in a customer‑facing organization (experience with a SaaS company is preferred).
• Understanding of basic financial and accounting concepts with a business mindset.
• Strong empathy for customers and a passion for growth.
• Great interpersonal skills coupled with a problem‑solver mentality.
• Experience with established processes using CRM and ticketing systems (HubSpot and Zendesk are a plus).
• A high level of energy, drive, initiative, commitment, and professionalism with the ability to quickly build rapport with customers.
• A self‑starter attitude with strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Strong technical acumen.
• At least 2 years of experience in a contact center environment.
• At least 2 years of experience working with Zendesk.

Benefits & Perks

• Enjoy the flexibility of remote work alongside a collaborative hybrid model.
• Competitive base salaries that reflect your value.
• Generous Paid Time Off to keep you well‑rested and performing at your best.
• Support through paid maternity, parental bonding, and medical leave for you or your loved ones.
• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage—with 100% premium coverage for employees and 50% for families.
• Access to free, confidential counseling for mental health support.
• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to extend your dollars.
• Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
• Wellness benefits including up to $60/month towards fitness, mental health, or other well‑being activities.
• After one year of employment, a $300 home office setup bonus to create your ideal workspace.
• Opportunities for continuing education and career development.