Technical Support Specialist

**About Value Builder**
Value Builder is a value assessment software for advisors who work with business owners. It provides tools to assess a company’s current value, identify opportunities to improve it, and communicate those insights clearly to the owner. The platform includes three components: Assess, which measures business, personal, and financial readiness to exit; Grow, which offers guided exercises to increase company value; and Nurture, which delivers automated marketing content to keep advisors top of mind. With more than 80,000 business owners engaged, Value Builder helps advisors start better conversations, prove their value, and win more business by focusing on what matters most—company value.

**The Opportunity**
We’re hiring a mid-level Technical Support Specialist to manage and scale our advisor support infrastructure, combining internal systems ownership with external support responsibilities. In this hybrid role, you will take ownership of our Salesforce environment, optimize internal workflows, and oversee customer-facing platforms, such as Zendesk. You’ll also play a key role in delivering responsive and insightful support to our advisor network.

You’ll work closely with the Director of Customer Support and VP, Finance & Operations—both of whom are hands-on with Salesforce strategy and tooling—to drive clean data practices, efficient operations, and a well-documented support environment that fuels advisor success and internal growth.

**What You’ll Do**:
Salesforce Administration (Primary - ~40%)
- Fully own and manage our Salesforce instance: users, fields, flows, dashboards, and reporting.
- Maintain key integrations (e.g., Zapier, LMS, Data Groomr, marketing tools), manage day-to-day projects, and recommend improvements.
- Partner with the VP, Finance & Operations, and Director of Support to align system design with business goals.
- Monitor data health, permissioning, and platform performance.

Advisor Support & Troubleshooting (~30%)
- Respond to customer inquiries as the first point of contact on our support desk - resolving account or technical issues, and escalating bugs to Product
- Collaborate with Product and Engineering on resolutions and ticket triage.
- Support advisor-facing CS events (e.g., Office Hours) as a technical lead.

Support Platform Management and Internal Systems (~30%)
- Administer Zendesk workflows, macros, tags, and ticket routing.
- Track support KPIs (e.g., ticket trends, CSAT, deflection) and recommend improvements.
- Maintain Help Center content for accuracy and advisor usability.
- Use tools like UserPilot to deliver in-app guidance and product updates.
- Analyze support trends and surface insights to improve customer experience.
- Support internal IT provisioning and SaaS tools as needed (e.g., Microsoft 365, LMS).

**What You Bring**
- 3+ years of Salesforce Administration/Technical Support experience in a SaaS or tech-driven environment.
- Proven ability to manage Salesforce flows, objects, integrations, and reporting.
- Hands-on experience with Zendesk or similar support systems.
- Strong communication skills, especially in explaining technical concepts to customers.
- Familiarity with in-app guidance tools (e.g., UserPilot, Appcues) and SaaS tooling.

**Required**:

- Hands-on Salesforce Admin experience (core to the role).
- Zendesk (or equivalent support platform) administration.
- Experience communicating with external stakeholders (customers) and a desire to drive customer experiences)
- Salesforce Admin Certification.

**Bonus**:

- Experience with in-app messaging and knowledge base management.
- Exposure to APIs, integration tools (Zapier), or lightweight scripting.
- You’re a systems thinker with an eye for usability.
- You can translate platform needs into technical requirements—and vice versa.
- You communicate clearly and patiently with customers.
- You are quick to roll out needed initiatives to support our growth but know how to balance long-term process improvements.
- You value clarity, documentation, and continuous improvement.

**Why Join Value Builder?**
- Fully remote, with quarterly GTA meetups for strategic planning.
- Profitable, founder-led SaaS company growing 20-30% YoY.
- Full benefits after 90 days and an annual learning budget.
- Collaborative team with strong ownership over roadmap and systems.
- High-impact role supporting thousands of advisor interactions.