Customer Operations Specialist

What Hilti Fieldwire, Inc.'s affiliate is hiring. This position is an opportunity to join the Hilti, Inc. team. The candidate selected for this position will be a Hilti, Inc. team member. If interested, please complete our application.

What is Hilti?

Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating solutions that build a better future. Where there is pride and a sense of belonging across our 120 locations, carrying right into our lives and homes. Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers.

What is Fieldwire?

Fieldwire, a Hilti Group Company, is a San Francisco-based construction management software used on over 1 million projects worldwide. We’re building a Field and Project Management Platform that reflects our obsession with improving the way construction teams work together, providing operational excellence for a $10 Trillion/year industry.

With an exceptional product-market fit, we’re delivering a superior, easy-to-use web and mobile App that’s driven by the voice of our customers. We solve for fluid communication between Office and Field (jobsite) along with real-time coordination of information and labour at-scale for some of the largest projects in the world. Our mobile app has a five-star rating with thousands of customer reviews.

Fieldwire was acquired by Hilti for $300M in November 2021. Firmly aligned with their mission to be the construction industry’s most trusted productivity partner, Fieldwire has already transformed the way thousands of companies across the globe are working together, and we’re growing faster than ever. We are looking for smart, talented people to join our team in providing best-in-class service to our rapidly expanding customer base across the world.

Who are we looking for?

At the heart of Fieldwire lies a commitment to exceptional customer service, for both our customers and teammates. We pride ourselves on being “not your average support team”, elevating the concept of support beyond fast, high-quality customer resolutions that ensure both our external and internal customers have a remarkable Fieldwire experience. By also owning our customer knowledgebase, product support for internal teams, and account/subscription administration for our sales and success teams, we spend significant time each day as content writers, operations admins, and process-improvement experts that impact the company well beyond, and in addition to, our stellar direct customer service. We’ve built a world-class, globally distributed team with exceptionally smart, ambitious, and diverse talent, and we’re looking for our next great teammate.

We seek a detail orientated Customer Operations Specialist, and your mission is to deliver a high volume of technically proficient operational tasks at consistently high standards of accuracy and quality. From setting up new, existing, and converted accounts for purchasing Fieldwire subscriptions in our Salesforce CRM and SAP Billing systems, to executing sales orders in SAP, and premium account activations in our Fieldwire back office systems, you’ll be helping to own, expand, and streamline a well-established set of Ops responsibilities and workflows critical to our growing business. You’ll be lead and supported by an expert group of existing Ops Leads and Specialists on our EU and US teams while becoming the founding member of our new dedicated Ops team in Hilti Technical Services, India.

Proactively identifying and executing ways to improve and scale our Customer Operations processes while working alongside Support Specialists located around the world, you will report to our Customer Operations & Support Manager (remote, UK based) and work closely with our Software Subscription Selling Development, Credit and Collections, and Sales Teams to optimize our cross-functional Operations services for our internal teams and end users. If you’re driven to be part of a game-changing mission and thrive in the pressure cooker of running high-performing teams, we'd love to connect with you!

What you need is

Education

• Bachelor’s degree in business (administration), data science and/or analytics, economics, computer science, engineering/technology, statistics, math, or equivalent fields

Professional Experience

• 2+ years experience in a Customer support or Operational support role ideally in a B2B SaaS companyAbility to follow technical processes while providing feedback and improvement suggestions for existing processes, systems, and internal documentation
• Experience executing software subscription selling and account setup tasks, or similar operations concepts and backoffice workflows
• Excellent written and verbal communication skills, with experience writing standard operating procedures and other internal process documentation
• Practiced organizational acumen and attention to detail, affinity for multitasking with precision
• Well-practiced at efficient time management, with a proven ability to meet deadlines
• Strong analytical and problem-solving skills; self-aware, curious, and constantly seeking excellence through learning and growth
• Capacity to adapt fluidly to the needs of a rapidly growing organization with an ability to prioritize tasks without immediate validation
• Experience working on a remote team and/or globally distributed team
• Experience in the construction technology or jobsite management domain is nice-to-have
• Direct experience with Salesforce or similar CRMs, SAP or similar billing systems, and/or Zendesk or similar digital Support platforms are nice-to-have

What you’ll be doing

Fieldwire’s core mission is a proven competitive advantage: be the most customer-success driven company with the most intuitive App in Construction Tech. Manning the internal systems and processes behind our Go-to-Market front lines in executing that mission, our Customer Operations Team owns all of our account and billing setup (subscription orders and invoice management, back office account procurement, etc.), Customer Support, and Support Content operations processes. Their work enables our customers to purchase and use our product in a timely manner, assist our sales teams in securing more business and ensure finance processes are efficient and unobtrusive. In addition, you’ll work closely with the systems and repeatable processes behind your Support teammates that provide inbound and outbound support, how-to/help content, and product onboarding services directly to our customers, standing up new and optimizing existing internal Ops processes that empower the team at scale.

Your primary responsibilities

• Provide fast, high-quality resolutions to account/order/finance queries from our sales teams
• Perform high-volume internal account operations
  • Processing subscription orders
  • Activating customer accounts
  • Invoice management
  • Failed payment collections
  • Processing unmanaged renewals
• Champion the voice of the customer within the team, identifying gaps and opportunities for service improvement
• Work closely with other Customer Operations Specialists, Team Leads, and Managers to share best practices and drive continuous improvement
• Participate in daily standups, recurring team meetings, and knowledge-sharing sessions
• Author and update internal support content (Confluence pages, videos, tutorials), processes, and best practices for direct customer support, product education and training, and help content development

What do we offer?

At Hilti, we believe in a caring and performance-oriented culture. Our people are our greatest strength, and our Great Place to Work 2024 recognition celebrates our commitment to a culture that values care, performance, and innovation. We offer competitive rewards and comprehensive career development opportunities that ensure your success is our priority.

Where is the job located?

This role is hybrid and based in our Hilti Pune office.