Build Customer Support Lead at Fast Growing Company

**About Bunkie Life**

At Bunkie Life, we’re more than just a manufacturer of small cabin kits—we’re a company passionate about helping families build lifelong memories. Our innovative, easy-to-assemble kits empower clients to build their dream retreats in just a weekend, fostering connection and togetherness.

As a growing leader in the industry, we pride ourselves on delivering high-quality products and exceptional client experiences. Join our team and be part of a mission that combines craftsmanship, creativity, and family values to make a meaningful impact in our clients’ lives.

Core Values:

- All In
- Authentic & Real
- Permission to Play
- Go Getter
- Humble

**Position Overview**:
We're seeking a hands-on, highly organized **Build Support Lead** to champion the client experience from the moment a kit arrives on-site to final assembly. This role is pivotal in supporting customers through their building journey — offering guidance, troubleshooting, and clear communication every step of the way.

You’ll work closely with our client success and logistics teams to ensure that every small cabin kit is not only delivered smoothly but also built with confidence and care. Your ability to translate technical details into friendly, actionable advice will help our customers bring their dream bunkies to life.

If you're someone who thrives in a fast-paced environment and has a knack for problem-solving, we’d love to have you on the team

**Who You Are**:
You are someone who fully aligns with our core values, bringing authenticity, dedication, and a sense of humility to everything you do. You’re deeply invested in your work and committed to building strong relationships while delivering excellent results. A natural go-getter, you’re proactive, resourceful, and thrive on taking initiative to improve processes and solve challenges.

You approach your role with curiosity and enthusiasm, believing that having fun and staying creative is essential for doing your best work. You value teamwork, are open to feedback, and focus on collective success over individual recognition.

**Role Overview**

The **Build Support Lead** is the front-line expert assisting clients with the successful assembly of their bunkie kits. We will respond to technical questions, manage warranty issues, assist with damage claims, and help guide our clients every step of the way.

This role combines responsive client service with proactive project ownership, including managing our contractor and supplier networks, enhancing documentation, and improving client experience with a build support ticketing system.

**Key ResponsibilitiesBuild Support**
- Troubleshoot bunkie kit construction challenges with clients across Canada and the U.S., particularly those involving tongue-and-groove wood construction and interlocking log cabin techniques
- Guide clients through installation steps
- Assess and process warranty claims; flag recurring technical issues in kit assembly
- Provide clear protocols for addressing shipping damage
- Contribute to the internal knowledge base by documenting FAQs, including technical build concerns, and drafting templated client responses
- Conduct post-build follow-up calls with clients to ensure project success, collect feedback

**Projects & Process Improvement**
- Build and maintain a North American contractor referral network with a focus on carpenters, timber framers, and installers familiar with log cabin or T&G kits
- Document onboarding and service expectations for contractors including scope-of-work, materials handling, and client care standards
- Research and expand our vetted list of metal roofing suppliers across all provinces/states
- Partner with Ops Manager to roll out and improve our FreshDesk ticketing workflows
- Develop SOPs for common construction issues, warranty scenarios, and feedback loops to production regarding wood milling, notching, or structural performance
- Seasonally support our Open Houses and Sales team with hands-on display builds and product demos
- Woodworking background (amateur or professional) with familiarity in joinery, framing, or timber construction
- Hands-on experience working with tongue-and-groove or interlocking wood systems (e.g., log cabins, garden sheds, saunas, or bunkies)
- Able to interpret and mark up build instructions, CAD files, technical schematics, and cut lists for clients

**Communication & Support**
- Strong written and verbal communication skills—can calmly explain things to a nervous first-time builder or seasoned contractor alike
- Proven problem solver with high attention to detail and ability to remain calm when clients need extra support
- Experience in customer or field support for physical, construction-based productsFamiliarity with ticketing systems like FreshDesk, Zendesk, or Hiver a plus

**Work Style**
- Collaborative team player who’s comfortable in a fast-moving startup environment
- Has initiative and curiosity—loves tinkering, improving systems,