General

What we do 🪵

Our mission is to empower building materials suppliers with great technology. There are over $1,000,000,000,000 of building materials bought in the US every year, and many of these transactions happen in on-prem point-of-sale systems. We want to bring these transactions online, enabling better experiences for contractors and homeowners alike.

What you’ll achieve with us 🥇

At the highest level, your responsibility is to ensure Rundoo’s clients feel supported, valued, and successful in achieving their goals. As a member of the Rundoo Client Success team, you will handle inbound client communications via Intercom, Dialpad, and email, ensuring prompt and effective responses;. You’ll report directly to Claire, our Head of Client Success, and play a critical role in shaping how Rundoo supports its clients, ensuring revenue retention (GDR) and driving improvements across our platform and team operations.

Your role and focus will be to 🎯

• Serve as a primary point-of-contact for client inquiries coming through our support channels – email, Dialpad, and Intercom.

• Troubleshoot and resolve client issues with speed, clarity, and empathy, ensuring clients feel heard and supported.

• Develop deep knowledge of Rundoo’s products and specialties, in addition to the paint and hardware spaces to provide accurate support, advice, and resolution.

• Incorporate the client voice into our product roadmap, partnering with our product and engineering teams to strengthen the Rundoo platform.

• Educate clients on using Rundoo effectively and share insights about upcoming features to enhance their success.

• Build relationships with clients, ensuring their ongoing satisfaction to prevent churn and positively impact the CS team’s north star metric, GDR.

Requirements ✅

• Phenomenal communication and structured reasoning skills that allow you to de-escalate challenging situations and foster trust.

• Active listening (discovery skills), internal collaboration, problem-solving, and bias for action.

• A strong desire to build meaningful client relationships, understanding their unique needs, use cases, and challenges.

• Excitement about joining a fast-moving team, with the ability to operate independently and adapt to change, and take initiative to navigate unclear situations.

• Provide Monday-Friday PT hours of support (8am-5pm) with periodic weekend support.

Icing on the cake 🎂

• 2+ years in client-facing roles (e.g., Client Support, Customer Success) within a technology company

• Familiarity with customer support tools/software like Intercom

• Experience working for a paint or hardware store, in hospitality, or accounting

Who we are

In alphabetical order:

1. Adam (Territory Account Executive): studied Communications at UConn (Go Huskies!) and worked as an AE at a large cloud software company (Box); a frequent at concerts around the greater NYC area in his spare time 🫡

2. Amanda (Head of Finance & Operations): studied Marketing Management at De La Salle University; worked in recruiting & operations at a few Bay Area startups; loves building teams, scuba diving, & hiking! 🤿 🏞️

3. Andrew (CTO): studied computer science & humanities at Stanford; worked as a software engineer and head of engineering at Apple & Anova; danced with the SF ballet (where he met his wife)! 🩰

   • Gemma (Andrew's Bernedoodle): *fiercely protecting Andrew* 🐶

4. Andy (Territory Account Executive): studied Business Management at Oklahoma State University (Go Pokes); worked as an AE for large tech like Cisco System and small startups BeckTech and TrackStreet; do you need a 4th? ⛳️🏌🏼‍♂️

5. Boxuan (Engineering): studied computer science at the Ohio State University; worked as an engineer at Bytedance, jd.com, Shape security and A10networks. I like hiking in spare time.

6. Brian (Engineering): studied computer science & a