Customer Support Representative

About Tekmetric

Tekmetric is the all-in-one cloud-based platform helping auto repair shops run smarter grow faster and serve customers better.

Built by a shop owner and shaped by the needs of the industry Tekmetric brings together innovation real-world experience and a thriving community to help shops thrive - not just running a shop to securing payments to engaging customers our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service earning trust and growing sustainably.

Officially founded in Houston in 2017 Tekmetric has grown from a single shops vision to the industrys leading solution - all by staying true to our values of transparency integrity innovation and a service-first mindset.

But were not just building software. Were building a movement. Were empowering repair shops to rise above the daily grind create meaningful connections with their customers and lead the industry forward - one interaction at a time.

Come build with us. Join the journey. Shape the future of auto repair.

This position requires 3-4 days per week onsite in our Houston office.

About the Role:

We are looking for the kind of person who gets energized by helping others and solving puzzles. We want someone who loves digging into problems finding clear answers and delivering solutions that actually make someones day better. We need to fill our team with someone whos passionate about technology excited to troubleshoot with empathy and ready to grow alongside a fast-moving software company in the automotive industry. Youll be the first line of connection for our customers not just answering questions but actively listening learning and guiding them to success.

What Youll Do

• Tackle customer questions head-on with curiosity and enthusiasm whether its over phone chat or email by quickly identifying issues and guiding customers toward effective satisfying solutions.
• Bring energy and empathy to every interaction making customers feel heard valued and genuinely supported no matter how complex the challenge.
• Embrace transparency when helping customers navigate product issues by clearly explaining whats happening and what to expect next.
• Serve as the customers voice internally by documenting bugs and collaborating with our development team to advocate for timely fixes and product improvements.
• Keep records sharp and accurate by updating tickets account details and communication logs with care.
• Stay sharp on product features industry trends and customer service best practices and bring that knowledge into every conversation.
• Invite feedback from customers with confidence and curiosity helping us constantly level up our service and product experience.
• Consistently meet or exceed performance goals that help us deliver best-in-class support.
• Jump in to support teammates when needed we grow stronger together.

This is an exciting and rewarding role for anyone that wants to develop or even kick-start their career in customer success! There are many opportunities for career development and progression.

What Youll Bring

• A minimum of 1 year of experience in a customer-facing organization (experience with a SaaS company is preferred)
• Understand basic financial and accounting concepts with a business mindset
• Strong empathy for customers AND passion for growth
• Great interpersonal skills with a problem-solver mentality
• Experience with following defined processes using CRM and ticketing systems (HubSpot and Zendesk a plus)
• A high level of energy drive enthusiasm initiative commitment and professionalism - A strong aptitude for quickly building rapport with customers
• A self-starter attitude with solid organizational skills and attention to detail
• Strong written and verbal communication skills
• Strong technical acumen
• 2 years experience in contact center
• 2 years experience with Zendesk

The Tekmetric Way

At Tekmetric were building a culture where winning matters - not for ego but because when our customers win we win together.

We move fast as a team remain curious and take full ownership of our results - no excuses no finger-pointing.

If you thrive in ambiguity take initiative and value honest feedback as a tool for growth youll feel right at home here. Were direct but respectful ambitious yet grounded and collaborative at every level. Everyone leads through impact and is encouraged to speak up share ideas challenge assumptions (even your managers) and push for better outcomes.

This is a place for builders not bystanders. Success here requires focus follow-through and a willingness to roll up your sleeves - but if youre motivated by meaningful work and real results the experience is deeply rewarding.

Youll join a team that cares about the work supports one another and isnt afraid to take smart risks to achieve bold goals. If that fires you up rather than intimidates you - we cant wait to meet you!

Why Youll Love Working With Us

Health & Wellness That Have You Covered:

• Enjoy the flexibility of remote work
• Competitive base salaries that reflect your value.
• Generous Paid Time Off because we know you do your best work when youre well-rested.
• Support for every stage of lifewith paid maternity parental bonding and medical leave for you or your loved ones.
• Comprehensive health benefits including Medical Dental Vision and Prescription coverage. For employee only we offer plans that cover 100% of premiums and we cover 50% of costs for families.
• Prioritizing your mental health: get free confidential counseling through our partnership with BetterHelp.

Investing in Your Future (and Present):

• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
• Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
• Wellness on your terms: get up to $60/month toward fitness mental health or almost anything that helps you feel your best.
• After one year of employment enjoy a $300 home office setup bonus to help make your space work for you.
• Keep growing with support for continuing education - were invested in your development.

Most importantly we have a stellar team of coworkers a really cool office and lots of fun activities!

Tekmetric is an equal opportunity employer. We hire hard working individuals regardless of gender race or color ethnicity or national origin age disability religion sexual orientation gender identity or expression or veteran status. We know that when our employees feel appreciated and included they can be more creative innovative and successful.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation.