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Chicago, Illinois, United States
Hybrid
Our mission is to empower independent supply stores with best-in-class technology. Think of your local hardware store or mom-and-pop nursery—these are our clients. From paint to lumber to flooring, over 200,000 such stores across the country sell over $1T of building materials annually using outdated, on-premises systems. We’re aiming to help them modernize so that they can continue to thrive.
Backed by leading investors including Battery, Bessemer and CRV, we've raised $48M across four rounds and are growing quickly: We're live in over 500 stores across the USA, Canada, and the Caribbean, and integrated with over 20 industry partners. Our team is made up of builders, sellers, and industry veterans with a shared goal: to bring modern technology to an overlooked industry.
As a Product Support Specialist at Rundoo, you will be the primary point of contact for clients in their time of need. You'll help independent hardware and paint store owners solve problems across our full ERP platform—from POS transaction issues to inventory sync problems, accounting reconciliation, and user training questions.
You'll work alongside Robbie and Tim to provide coast-to-coast coverage for our growing client base. This role is ideal for someone who thrives on problem-solving, enjoys helping small business owners succeed, and wants to grow with a fast-paced startup.
You'll report to Claire, Manager, Client Success, and collaborate closely with our Client Success and Engineering teams to ensure client needs are met and product improvements are identified.
Provide exceptional support via Intercom chat, email, and phone to hardware and paint store owners and their staff
Diagnose issues through structured discovery (e.g. is it a product bug, a training gap, or a workflow mismatch?), before proposing a fix
Perform data analysis and reconciliation work using spreadsheets to investigate balance discrepancies and help clients understand their numbers
Collaborate with Engineering to communicate customer issues, submit detailed bug reports with reproduction steps, and help troubleshoot technical problems
Leverage AI-assisted tools (Intercom AI, ChatGPT, Claude) to improve response quality, efficiency, and documentation
Partner with Client Success team by escalating at-risk accounts, identifying training needs, and flagging patterns that indicate broader issues
Contribute to knowledge base by documenting solutions, creating help articles in Notion, and improving self-service resources
Maintain metrics including <24hr resolution time for 90%+ of tickets, <5min average first response time, and >80% customer satisfaction
Essential Qualities
We care more about aptitude and drive than checking boxes on years of experience. The ideal candidate is smart, hungry to learn, and thrives on solving problems independently.
Core Competencies:
Exceptional attention to detail - You catch discrepancies others miss, especially when working with numbers and data
Strong independent problem-solver - You can troubleshoot ambiguous issues without constant hand-holding
Excellent written and verbal communication - You can explain complex concepts clearly to non-technical small business owners
Organizational excellence - You can manage multiple priorities, juggle competing tickets, and maintain composure during high-volume periods
Empathy for small business owners under pressure - paired with the composure to de-escalate a frustrated conversation
Skilled at asking questions - ones that get past the stated symptom to the actual root cause
Valuable Experience (But Not Required)
Any of the following backgrounds could set you up for success:
Prior customer support or technical support experience in any industry
Experience with SaaS products or technology companies
Accounting, bookkeeping, or financial reconciliation background
Retail, POS, or small business operations experience
Technical troubleshooting ability with software applications
Technical Requirements
Comfortable learning and becoming expert in complex software (our full ERP platform)
Proficient with spreadsheets (Google Sheets/Excel) for data analysis
Strong analytical skills for investigating balance discrepancies and data issues
Able to work during required hours.
Direct familiarity with or experience in paint and hardware, building materials, construction supply, or related industries
Comfortable adapting to a dynamic startup environment where priorities shift and new challenges arise regularly
Proven experience helping customers adopt new workflows or systems (change management)
Experience with Intercom, Zendesk, or similar support platforms
Intro Call (20 min) - Remote:
A conversational chat with Amanda, our founding recruiter, to get to know one another, share more about the role, and answer any initial questions you have.
Round 1 (30 min) - Remote:
A conversation with Claire focused on your experience and background.
Round 2 (2 hours and 30 min) - In Person: River North, Chicago
A half-day on-site where you'll meet several members of the team:
Escalation Role-Play & Communication Skills (30 min) - with Leslie
Troubleshooting Exercise (30 min) - with Robbie
Team Conversation (30 min) - with Tim
Lunch with the Team (1 hour) - an informal chance to connect with future teammates
Founder Chat (15 min) - Remote:
A quick conversation with Nick to wrap up and address any remaining questions.
Reference Check
We'll reach out to your provided references as a final step before extending an offer.
Here is the current makeup of the teams you’ll be working most closely with:
Claire (Manager, Client Success) - I studied history and captained field hockey at Dartmouth, then led customer-success work across SaaS startups in adtech, AI analytics, and identity verification.
Robbie (Product Support Specialist) - I bring 13 years of paint-store experience across automotive and architectural coatings. Outside work, I’m a sports fan and an enthusiastic board, card, and video gamer.
Tim (Product Support Specialist) - I bring a decade of customer-experience and customer-success work spanning SaaS and retail management.
Reggie (Client Success Manager) - I bring 39 years in paint and decorating: first as a Benjamin Moore representative, then as a store owner, and later selling retail-management systems. Few people understand Rundoo’s customers more directly.
Vidhan (Head of Client Experience) - I studied biomedical engineering and economics at Duke, then served as Director of Product at BuildZoom, product lead at Hinge Health, and co-founder of Urova Medical.
Chicago (Hybrid) - 1 - 2x a week
Working Hours & Coverage
Coverage window: Our support line runs 5:00am CT – 8:00pm CT (a 15-hour, coast-to-coast window), Monday–Friday, with 8am - 6pm CT coverage on weekends.
Your shift: You'll be based in Central time and work five 10-hour days — roughly a 50-hour week. This is a salaried, full-time role. Your shift is typically the morning open (5:00am–3:00pm CT) or a mid shift (8:00am–6:00pm CT); comfort with an early start is required.
We are hiring for 2 shifts:
Opening Shift — Monday–Friday, 5:00am–3:00pm CT
Mid Shift + Weekends — Monday–Wednesday, Saturday & Sunday, 8:00am–6:00pm CT (Thursday & Friday off)
Cross-training: Everyone on the team is cross-trained across shifts and rotates fairly — no one is permanently assigned to weekends.
Base Salary: $83K
Equity: $13,000 - $14,000 equity grant value
Benefits: See below
Andrew (CTO): studied computer science & humanities at Stanford, worked as a software engineer at Apple and head of engineering at Anova; danced with the SF ballet (where he met his wife)! 🩰
Nick (CEO): studied math & computer science at Stanford; worked as a trader at Bridgewater & Citadel and as a PM at Google & Enigma; distantly related to the founder of the Hershey company 🍫
We've raised $48m across four rounds:
A $2m pre-seed led by Kent Bennett at Bessemer with participation from Plug & Play, Quiet Capital, and Sequoia.
A $5m seed led by Caitlin Bolnick Rellas at CRV.
An $11m series A led again by Bessemer and CRV.
A $30m series B led by Battery.