Customer Support Specialist

Heritage Civil Works is seeking a Remote Customer Support Specialist to provide exceptional client service in a technical and engineering-focused environment, supporting industries from aerospace to biotechnology.

Location: Remote

Responsibilities

• Serve as the first point of contact for clients, handling inquiries, troubleshooting issues, and providing timely, thoughtful solutions.
• Develop a deep understanding of our services from CFD modeling to physical modeling to better support client success.
• Communicate with professionalism, clarity, and technical fluency across email, live chat, and support ticketing platforms.
• Work cross-functionally with Engineering, Operations, and Project Management teams to ensure client needs are met and exceeded.
• Track client interactions, document cases clearly, and help refine internal processes to make service even better.
• Identify patterns and recurring challenges, bringing insights forward to drive improvements.

Requirements

• 2+ years of Customer Support or Client Success experience, preferably supporting technical, scientific, or engineering clients.
• Strong communication skills able to simplify complex concepts for diverse audiences.
• Empathy, patience, and a solutions-oriented mindset.
• Highly organized and self-directed, thriving in a remote work environment.
• Comfortable with CRM tools (like HubSpot, Salesforce, or Zendesk) and remote collaboration tools (Slack, Zoom, etc.).
• Bonus points for background or strong interest in civil engineering, environmental sciences, aerospace, or biotechnology.

Benefits

• Comprehensive Health Insurance (medical, dental, vision)
• Professional Development Support (courses, certifications, leadership training)
• Generous Paid Time Off (PTO) and Paid Holidays
• 401(k) Retirement Plan with company matching
• Mental Health and Wellness Programs
• Performance-Based Bonuses
• Home Office Setup Stipend to ensure you're ready to excel
• Career Advancement Opportunities grow with a company that's building the future

Additional Information

• Heritage Civil Works is committed to investing in its people and building the future of engineering.