Customer Support Lead

SmartBuild Systems is the industry leader in design software for post frame, pole barns, garages, sheds, carports, and all-metal structures. Simple enough for anyone to use, this web-based software quickly generates a 3D model, material lists, pricing, proposals, and construction documents for almost any building.

The SmartBuild Customer Support Lead is a full-time position responsible for the end-to-end implementation and onboarding of new customers onto the SmartBuild software platform. This role requires excellent problem-solving skills, in-depth product knowledge, and a strong customer-service focus to ensure customer success and satisfaction.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Essential Functions

• Executes an end-to-end implementation of a customized SmartBuild platform, leading all phases of the project lifecycle from planning to go-live and delivering a seamless onboarding experience.
• Collaborates with customers on platform design, offering best practices for data flow, and applying construction knowledge, particularly post-frame building experience, to provide relevant, practical support and design guidance.
• Performs system configuration to meet the customer’s expectations, testing the solution to ensure accuracy of the configuration, and working cross-functionally with the Development team to meet customer-specific requests.
• Conducts one-on-one and group training sessions for the end-user, educating customers on platform capabilities while maintaining a professional, patient, and solution-oriented approach.
• Proactively monitors the success of newly implemented customers, offering follow-up support or additional training as needed to drive platform adoption.
• Identifies, documents, and escalates complex technical issues, software bugs, or feature requests to the Development team, tracking progress until resolution.
• Participates in daily internal stand-up meetings to align with Sales, Support, and Implementation teams.
• Attends occasional trade shows or industry events to represent SmartBuild and support customer engagement.
• Other duties as assigned.

Required Education and Experience

• Bachelor’s degree or equivalent experience providing SaaS implementation or technical support; prior SmartBuild implementation or training experience is strongly preferred.
• Post-frame construction knowledge is required; broader building or construction experience is a plus.
• Strong verbal and written communication skills, with excellent follow-through.
• Highly organized, detail-oriented, and able to manage multiple support cases and implementation projects simultaneously.
• Occasional travel required for trade shows, customer visits, or team events.

Preferred Skills

• Patient, empathetic, and solution-oriented approach to customer support.
• Strong problem-solving skills and the ability to diagnose and resolve software issues efficiently.
• Coachable, team-oriented, and comfortable collaborating across Sales, Support, and Implementation teams.
• Excellent training and presentation skills, with the ability to simplify complex technical concepts.
• Proficiency in general computer skills and willingness to learn new systems and tools.

Benefits

• Yearly earnings at $75,000 to $100,000
• Medical/dental/prescription coverage
• Life Insurance
• Paid holidays
• Paid vacation
• Paid sick time
• 401K Opportunity
• ESOP Retirement Program which makes you an owner of the company

SmartBuild Systems is an Equal Opportunity Employer, drug-free workplace, and prohibits discrimination and harassment of any kind. All candidates offered employment will be subject to pre-employment screenings which includes a drug screen and background check.