Highwire is the Contractor Success Platform for asset owners, general contractors, and facilities managers. The world’s most admired organizations — including Skanska, Merck, and Bond Brothers — use Highwire to ensure their contractors and subcontractors deliver great work, on budget and on schedule, by collaborating with them to dynamically mitigate safety, financial, quality, and sustainability risks during capital projects and facilities maintenance. In 2021, Highwire raised a $96 million investment led by the growth equity firm Summit Partners. Highwire is headquartered in Burlington, Massachusetts, with a second office in Boise, ID.

To support this growth, we are looking for a Customer Support Specialist. In this role, you’ll be the front line of our customers' experience — helping Highwire thrive by delivering exceptional service, problem-solving with care, and guiding customers to make the most of our platform. If you’re energized by helping people succeed, love learning, and take pride in your communication skills, this is your chance to make a meaningful impact.

Your mission:

Your mission is to help our customers by providing best-in-class customer service. You’ll solve problems efficiently, build trust in every interaction, and offer clear, actionable guidance that helps users confidently navigate our platform. Your work will play a critical role in improving customer retention and platform success.

What you'll do:

• Deliver real-time, professional support. You’ll respond to customer questions via email, chat, and phone using our CRM platform. Your responses will meet SLAs, reflect our high-quality standards, and balance efficiency with empathy.
• Become a product expert. As our platform evolves, you’ll continuously deepen your product knowledge and become a resource for internal teams and customers. You’ll be ready to support new feature rollouts and guide users with clarity and confidence.
• Support continuous product improvement. You’ll identify bugs and feature gaps, clearly document them in Jira, and escalate internally to help shape a better customer experience.
• Ensure data quality and accuracy. You’ll review customer profile data, ensuring submissions are complete, accurate, and properly input into the Highwire Platform.
• Guide customers to success. You’ll not only answer questions, but help customers understand best practices and make informed decisions that help them succeed with our tools setting them up for long-term platform success. 

Who you are:

• An effective communicator. You write and speak with clarity, professionalism, and empathy. You know how to tailor your tone and stay calm under pressure.
• Detail-oriented & organized. You manage your customer queue and assigned tasks like a pro, never dropping a ball and always following through.
• Driven. You take initiative, own solutions from start to finish, and inspire those around you with your accountability.
• Adaptable. You adjust seamlessly to evolving priorities, feedback, and product changes — always with a growth mindset.
• Patient & empathetic. You lead with understanding and listen actively to customer concerns, while maintaining composure even in tough conversations.

This role is a great fit for someone with experience in technical support, customer success, or another client-facing role who’s excited to grow their skills in a fast-moving environment. It’s also a strong match if you have a knack for untangling problems — especially technical ones — and enjoy helping people navigate complexity with clarity and care. If you’re curious, thoughtful, and motivated to make customers feel truly supported, we’d love to hear from you.

Benefits:

Our benefits go well beyond the basics. To support your work-life integration, we built a benefits program that takes care of the whole person, including physical, mental, financial, and emotional health.

• Medical, Dental, & Vision Insurance. We offer health, dental, and vision insurance to all full-time employees. Best part? You’ll be eligible on day one.
• 401k. We offer a 401k and a 3% company contribution (even better than a match) to help you get ready to retire no matter how far off that seems.
• Parental leave. We take care of new parents by offering paid time off for births, adoptions, and fostering.
• Flexible PTO. Our culture of trust and measurement means there’s no limit on time off, just an expectation of performance.
• Mentorship. Our office-based culture fosters meaningful learning, growth, and mentorship for our team.

At Highwire, our approach to compensation is simple: we hire exceptional people and pay them well.

The compensation for this role is comprised of a base salary and an annual performance bonus. The total On-Target Earnings (OTE) range is provided below. However, where you land within this range will be determined by several factors, such as your skills, experience, and impact.