Probook AI

Compensation

Full Description

You will be on the frontlines helping customers succeed. Period. We’re hiring 8 Customer Success Strategists to respond to client questions and issues across all channels — calls, texts, and tickets. You’ll help dispatchers, general managers, and technicians understand how to get the most out of Probook. Your job is not just to answer questions — it’s to diagnose issues, identify patterns, close feedback loops with the product team, and help our customers feel heard and understood. You’ll become a product expert and the most trusted point of contact for our clients. • *ServiceTitan experience is required to be considered for this role** Some of the problems you’ll be working on include: • Responding to inbound support questions across email, phone, and SMS — you are the first line of defense for all product-related questions. • Troubleshooting user issues, escalating product bugs, and closing the loop with engineers and product leads. • Writing internal and external documentation, help center guides, macros, and FAQ templates. • Monitoring client usage dashboards to proactively identify at-risk accounts or product confusion. • Helping define the workflows, tools, and rituals for the Customer Support function as the team scales. This is not a back-office role. You’ll be in constant contact with our customers and help shape how we support them as we grow from dozens to hundreds of accounts. There are many growth opportunities within the company. As one of the first support hires, you’ll set the bar for future teammates and have the opportunity to: • Scale with the team: Manage and train future support reps as we grow to 30+ employees. • Specialize in product knowledge: Become the go-to resource for product training, documentation, and onboarding. • Grow laterally: If desired, transition into Customer Success, Product Ops, or Implementation. Additional information: • Salary Range: $75,000 – $100,000 • Work Policy: Flexible — remote or on-site in NYC; 5 days per week, 50–60 hours (including 1 weekend day) • Paid Time Off: 10 days annually • Work From Home Support: Equipment provided Job Type: Full-time Pay: $75,000.00 - $100,000.00 per year Benefits: • Dental insurance • Health insurance • Paid time off • Vision insurance • Work from home Application Question(s): • How many years experience do you have using ServiceTitan? Experience: • Dispatching: 2 years (Required) Work Location: Remote