Customer Support Specialist

Location: Nashville, TN / New York, NY / Remote

Materio is hiring a Customer Support Specialist to help our customers transform their teams’ operations and deliver beautiful homes and commercial spaces. This role serves as Materio’s connection to our expanding customer base, giving voice to their evolving needs within the company by sharing feedback with the Materio team and coaching our customers to use Materio to scale their businesses.

What is Materio?

Materio helps interior designers and builders deliver projects efficiently, avoiding delays, cost overruns, and mistakes. Materio’s operating system provides a single source of truth for all project data, enables collaboration, and provides rails to streamline complex projects. It accelerates every stage of a project—from design and planning to procurement, billing, and assembly.

What sets Materio apart:

  • We talk to our customers. As a research and customer-driven company, we love meeting customers to learn ways to optimize everything they do. 

  • We believe the purpose of business is service. We place service and the success of our customers (and their clients) as our top priority.

  • We are bootstrapped, so we do what is best for our customers, not investors. We don’t have unrealistic or arbitrary growth numbers to hit that would force us to take shortcuts or sacrifice the customer experience. 

  • We make a real, tangible difference. Materio is not a buzzword startup. It has real customers, and actual revenue and is used to create spaces that families and businesses will live in for years to come.

Who is this job for?

You’re an ideal candidate for this job if you were previously a design assistant or project manager and you want to make a difference in the industry. If you’re exceptional at organizing and project management this will be a great bridge from the design-build industry into the technology industry. You likely:

  • Are energized by talking to people and solving their problems

  • Demonstrate patience, curiosity, and advocacy for customers

  • Believe a company’s reputation is built through its relationships with customers

  • Love organization and getting things done efficiently

  • Have had some experience with design, remodeling, or construction, whether as a professional or a client

  • Identify with this description of the ideal startup employee

  • You cut through the nonsense, expect competency, and ward off the red tape. 

You’re good at:

  • Asking clarifying questions, cutting through ambiguity and complex situations

  • Coming up with clever or resourceful solutions to new situations

  • Seeking out opportunities to make things better and then pushing forward

  • Proposing solutions, leading projects and flying solo

What you’ll do:

  • Live chat support and email support

  • Video phone support

  • Answering customer questions and unblocking their progress

  • Troubleshooting issues and escalating to the engineering team

  • Spot and fill gaps in the Help Center (our knowledge base). Write and update help articles and tutorials.

What you’ll need 

The following skills or experience matter to us:

  • 2+ years of experience in Customer Support or other client-facing role

  • Excellent written communication skills

  • Excellent listener – people feel like you “get them”

  • Tech savviness – you find keyboard shortcuts to go faster

  • Experience in the design and build industry is a big plus!

Why join us?

Working at Materio can accelerate your career and allow you to work with world-class talent. We’re a team that loves what we do, and we all thrive on our ability to make an impact. Many benefits come with working with us, such as:

  1. Competitive starting pay ($25 to $35/hr), depending on skill and experience

  2. Participation in the Equity Plan

  3. Flexible paid time off

To apply: 

We want to hear from you if you are passionate about helping people, building scalable systems, and making a real difference. Apply now to become a key part of the Materio team and help shape the future of the design and build industries.

Please apply by emailing growth@materio.co with your resume and a link to a 2-3 minute Loom video of you answering the following questions. A cover letter is optional and not expected: 

  1. What experience do you have in customer service?

  2. What do you know about the interior design and construction industry?

  3. Tell us about why you’re interested in working at Materio.