Support Specialist

It's time to build. Whether it's creating more housing, upgrading our infrastructure, or adapting to climate change, one thing is clear: the construction industry is at the center of solving our biggest problems. We’re making buildings cheaper and easier to build by transforming the way commercial construction companies buy their materials. Join us.

Founded in 2018, Kojo is now one of the fastest-growing construction technology companies in the world. Construction accounts for $10 trillion in global spend annually and we can’t live without its output - our roads, schools, hospitals, and offices. Despite this, there’s been very little innovation over the past 70 years in how materials - which constitute up to 40% of project costs - are bought and sold. This is our opportunity.

We’re looking for teammates who are driven and motivated by a challenge, not intimidated by one. Many of our customers are writing to you under real pressure, and it’s important that this Support Agent has experience working in high-volume environments where a slow reply costs someone real money — and most importantly, that that experience has sharpened you rather than burned you out.

We're also a measured team: response time, resolution time, CSAT, reopen rate, and online status are visible to your manager. We trust our people deeply, and we use the data to help everyone keep getting better. Our ideal candidate would rather spend 15 extra minutes finding the root cause than ship a deflection, and has a real, describable system for managing 20+ open threads simultaneously.

• 2–4 years in a high-volume customer support role (25+ tickets/day sustained). Lower-volume backgrounds will be considered, and we'll want to understand how you've handled throughput jumps.

• Independent technical troubleshooting in SaaS, IT, or integrations — comfortable working from logs, dashboards, runbooks, and customer screenshots without an engineer holding your hand. T1 SaaS support, IT helpdesk with autonomy, NOC, or technical implementations all qualify.

• Time-sensitive customer work in an environment where a delayed reply has real consequences — AP/finance, healthcare scheduling, legal admin, logistics dispatch, or B2B SaaS support.

• Remote work under SLA targets, throughput tracking, and online-status visibility, with comfort treating that as part of the role.

• A real, describable system for managing 15–30 open threads at once — specific tags, queues, and daily review times you could walk us through on a Wednesday morning.

• Clear, warm written communication under time pressure — able to adapt tone to the audience (concise for a foreman, formal-but-human for an IT admin, warm-but-honest for an exhausted AP clerk) without ever putting blame on the customer.

• Construction-tech, procurement, or supply-chain experience is a plus but not required — the domain can be taught.

• Customer Obsession: You seek to understand customers' pain. You know they're not always "right," but you always try to solve the root of their problems. You understand that what might be small things to us make a huge difference for them, and you go the extra mile to delight them.

• Accountability: You establish clear next steps and do what you say you'll do. You're motivated by having the space to make your best judgments about what should be done and how to do it. You are an owner of Kojo and act in its best interests.

• Intentional Communication: You communicate directly with compassion. You're thoughtful about what type of communication is necessary to achieve your goals expediently, and you listen with openness and curiosity.

Salary: Your salary will be dependent upon many factors, including your experience level, skillset, market dynamics and balancing internal equity relative to other Kojo employees. The compensation and benefits information that we provide is based on Kojo’s good-faith estimate as of the date of the job posting and may be modified in the future.

Benefits: This position is also eligible for a new hire equity grant and all US-based full time employees are eligible for our full suite of perks and benefits. For more information about our perks and benefits, check out https://www.usekojo.com/careers.

Location: Kojo’s team members work from home 100% of the time across North and South America. If applicable, we’ll identify the travel and/or location-specific requirements of a position in the text above. Otherwise, team members can expect to work business hours congruent with their local time zone and remotely.

Inclusive Workplace: Kojo values diverse perspectives and is committed to building an inclusive workplace. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we consider for employment qualified applicants with arrest and conviction records. We strongly encourage people from underrepresented groups to apply.



Scam Notice: Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of Kojo. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Kojo will never ask for any personal account information, such credit card details or bank account numbers, during the recruitment process.