Customer Service and Product Associate

VendorPlan, Inc. is an early-stage B2B SaaS company focused on building an AI-powered platform for the commercial construction industry. They are seeking a Customer Service and Product Associate to manage Software Quality Assurance and Customer Onboarding, ensuring a seamless user experience and effective product implementation.

Responsibilities:

• Validate Releases: Execute structured and exploratory testing on new features, bug fixes, and core modules (Calendar, Vendors, Email Log, Inventory, Reports, Admin) prior to deployment
• Own Bug Documentation: Reproduce and document issues with clear, precise, step-by-step detail so our engineering team can act immediately without back-and-forth clarification
• Advocate for the User: Actively identify edge cases, usability friction, and workflow gaps from the perspective of a busy construction project manager
• Drive Implementation: Lead new users through our structured onboarding process, ensuring rapid initial software adoption
• Proactive Account Health: Conduct weekly check-ins with active accounts to monitor software utilization, answer field questions, and preemptively resolve friction
• Manage Account Data: Keep complete and current account logs (contacts, communication history, open tasks) to track adoption metrics and proactively re-engage slower accounts
• Feedback Loop: Translate raw customer feedback and feature requests into clear, contextual insights for the leadership and product team

Requirements:

• Obsessive Attention to Detail: You naturally notice the things others miss, and you feel compelled to document them precisely
• AI Literacy and Fluency: Demonstrated comfort working with AI tools in a professional or personal capacity. You actively use AI, understand how AI-powered software behaves, and can think critically about AI outputs to ramp faster in both QA and customer support
• Exceptional Interpersonal Communication: Ability to build swift rapport, speak professionally, and earn the trust of field personnel (project managers and superintendents)
• Remote Discipline: Highly reliable and self-motivated, capable of managing a split queue of support tickets and test cycles without being micromanaged
• Technical Aptitude: You learn software platforms effortlessly and can explain complex workflows in simple, plain English to non-technical users
• Startup Grit: Genuine interest in early-stage startup work, including the pace, the ambiguity, and the direct accountability that comes with a small team
• Remote Work Requirements: Must possess a reliable, high-speed home internet connection and a dedicated, quiet workspace suitable for handling customer success calls
• U.S. Residency and Authorization: Must currently reside in the United States and possess unrestricted legal authorization to work in the U.S. We are unable to provide visa sponsorship or manage international employment compliance for this role
• Exposure to commercial construction (field work, project coordination, estimating, or construction-adjacent roles). The ability to speak the language of a superintendent or PM is a major asset
• Prior experience with structured software testing, QA tracking, or customer support ticket systems
• Customer service, support, onboarding, or account management experience in any industry
• A demonstrated track record of reliability and follow-through in professional settings, internships, or academic projects