📍 Job Overview

Job Title: Customer Support Advocate I
Company: ServiceTitan
Location: Yerevan, Armenia
Job Type: On-site, Full-time
Category: Customer Support
Date Posted: 2025-06-25
Experience Level: Entry-level (0-2 years)
Remote Status: On-site

🚀 Role Summary

Serve as the first point of contact for clients, addressing their issues and providing exceptional support for ServiceTitan, Aspire, and FieldRoutes platforms.
Develop expertise in our products and workflows to create innovative solutions tailored to client needs.
Collaborate with internal teams to champion client needs and drive product enhancements.
Work in a dynamic, fast-paced environment with flexible hours, including shifts starting as early as 8 AM and ending as late as 3 AM AMT.

📝 Enhancement Note: This role requires strong interpersonal skills, adaptability, and a passion for helping others. Candidates should be comfortable working in a demanding, feedback-rich environment and have a desire to grow their career in customer support.

💻 Primary Responsibilities

Address Client Issues: Troubleshoot and resolve client problems through direct support and training.
Product Expertise: Become an expert in ServiceTitan, Aspire, and FieldRoutes platforms, crafting innovative solutions and workflows.
Root Cause Analysis: Identify and document the root causes of client issues, replicating them clearly for resolution.
Product Enhancements: Advocate for product improvements by submitting bug reports and overseeing their resolution.
Client Advocacy: Communicate client feedback and concerns to internal teams to champion their needs.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: 0-2 years of experience in customer support or a related field.

Required Skills:

Exceptional interpersonal skills, including empathy, patience, and confidence.
Ability to thrive in a dynamic, demanding environment.
Self-driven and capable of mastering intricate software.
Efficient, effective, and resourceful problem-solving skills with robust critical thinking.
Knowledge of QuickBooks/accounting is a plus.

Preferred Skills:

Experience with customer support software or tools.
Familiarity with the home services industry.
Bilingual or multilingual proficiency.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role.
Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: $12,000 - $18,000 per year (Armenian Dram), based on experience and market research for entry-level customer support roles in Yerevan.

Benefits:

Flextime and recognition for autonomous work.
Comprehensive health and wellness benefits, including company-paid medical, dental, and vision insurance.
Support for Titans at all stages of life, including parental leave and financial planning tools.
Learning and development opportunities, including a comprehensive onboarding program and leadership training.

Working Hours: 40 hours per week, with flexible scheduling including shifts starting as early as 8 AM and ending as late as 3 AM AMT.

📝 Enhancement Note: The salary range is an estimate based on market research for entry-level customer support roles in Yerevan, Armenia. Actual compensation may vary based on individual qualifications and experience.

🎯 Team & Company Context

Company Culture:

Industry: Software as a Service (SaaS) for the home services industry.
Company Size: Medium (1,001-5,000 employees).
Founded: 2012.

Team Structure:

The Customer Support team works closely with other departments, including Product, Engineering, and Sales, to ensure client satisfaction and drive product enhancements.
The team consists of Customer Support Advocates, Team Leads, and Managers, with opportunities for growth and advancement.

Development Methodology:

ServiceTitan follows Agile methodologies for product development, with a focus on continuous improvement and client feedback.
The Customer Support team uses a ticketing system to manage client issues and track progress.

Company Website: https://www.servicetitan.com/

📝 Enhancement Note: ServiceTitan is a fast-growing SaaS company that prioritizes client satisfaction and continuous improvement. The Customer Support team plays a critical role in driving client success and product development.

📈 Career & Growth Analysis

Customer Support Advocate I:

Responsible for addressing client issues, developing product expertise, and advocating for client needs.
Collaborates with internal teams to drive product enhancements and improve client satisfaction.

Reporting Structure: Reports directly to the Customer Support Team Lead or Manager.

Technical Impact: Directly influences client satisfaction, product improvements, and the overall success of the company's SaaS platforms.

Growth Opportunities:

Customer Support Advocate II: After 1-2 years of proven success, Advocates may advance to this role, taking on more complex issues and mentoring new team members.
Team Lead/Manager: With experience and demonstrated leadership skills, Advocates may progress to Team Lead or Manager roles, overseeing the work of other Advocates and driving team success.

📝 Enhancement Note: Career progression in the Customer Support team at ServiceTitan is based on individual performance, client satisfaction, and the development of leadership skills. Opportunities for growth and advancement are available for motivated and dedicated team members.

🌐 Work Environment

Office Type: Modern, collaborative workspace with a focus on employee well-being and comfort.

Office Location(s): Yerevan, Armenia.

Workspace Context:

Collaborative Environment: The Customer Support team works closely with other departments to ensure client satisfaction and drive product enhancements.
Tools & Resources: ServiceTitan provides the necessary tools and resources for Advocates to succeed in their roles, including access to the company's SaaS platforms and customer support software.
Work-Life Balance: ServiceTitan offers flexible scheduling and recognition for autonomous work, allowing Advocates to maintain a healthy work-life balance.

Work Schedule: Shifts may vary, with the earliest start at 8 AM and the latest finish at 3 AM AMT.

📝 Enhancement Note: ServiceTitan's work environment is designed to foster collaboration, innovation, and employee well-being. The company prioritizes work-life balance and offers flexible scheduling to accommodate the needs of its team members.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief conversation to assess communication skills and cultural fit.
Technical Assessment: A hands-on evaluation of problem-solving skills and product knowledge.
Behavioral Interview: An in-depth discussion of past experiences and responses to challenging situations.
Final Interview: A meeting with the hiring manager to discuss the role and make a hiring decision.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation:

Brush up on problem-solving skills and familiarize yourself with customer support best practices.
Prepare for behavioral interview questions by reflecting on past experiences and successes.
Research ServiceTitan's products and customer support processes to demonstrate your enthusiasm and preparation.

ATS Keywords: Customer Support, Troubleshooting, Problem-Solving, Interpersonal Skills, Software Mastery, Empathy, Patience, Communication, Feedback, Resourcefulness, QuickBooks, Dynamic Environment, Innovative Solutions, Product Expertise.

📝 Enhancement Note: The interview process for the Customer Support Advocate I role at ServiceTitan is designed to assess communication skills, problem-solving abilities, and cultural fit. Candidates should prepare by reflecting on their experiences, researching the company, and demonstrating their enthusiasm for customer support.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

ServiceTitan's ticketing system for managing client issues and tracking progress.
Other customer support software and tools as needed.

📝 Enhancement Note: While this role does not require proficiency in specific web technologies, a strong understanding of customer support best practices and the ability to quickly learn new tools are essential for success.

👥 Team Culture & Values

Customer Support Values:

Client-Centric: Prioritize client satisfaction and go above and beyond to resolve their issues.
Innovative: Continuously seek new and better ways to support clients and improve processes.
Collaborative: Work closely with internal teams to drive product enhancements and improve client satisfaction.
Adaptable: Thrive in a dynamic, fast-paced environment and embrace change.

Collaboration Style:

Cross-Functional Integration: Work closely with other departments, including Product, Engineering, and Sales, to ensure client satisfaction and drive product enhancements.
Code Review Culture: Regularly review and discuss client issues and solutions with team members to improve processes and share knowledge.
Knowledge Sharing: Actively participate in team meetings and training sessions to learn from and teach others.

📝 Enhancement Note: ServiceTitan's Customer Support team is dedicated to providing exceptional client experiences and driving product improvements. The team values collaboration, adaptability, and a client-centric approach to customer support.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Addressing complex client issues with limited information or guidance.
Balancing the need for quick resolution with the desire to provide thorough and lasting solutions.
Managing client expectations and communicating effectively in high-pressure situations.

Learning & Development Opportunities:

Product Expertise: Become an expert in ServiceTitan, Aspire, and FieldRoutes platforms through hands-on experience and training.
Leadership Development: Develop leadership skills through mentoring new team members and driving team success.
Industry Knowledge: Gain a deep understanding of the home services industry and its unique challenges and opportunities.

📝 Enhancement Note: The Customer Support Advocate I role at ServiceTitan presents both technical challenges and growth opportunities. Successful candidates will embrace these challenges as opportunities to learn, grow, and make a meaningful impact on client satisfaction and product development.

💡 Interview Preparation

Technical Questions:

Problem-Solving: Describe a challenging client issue you've faced and how you resolved it. What steps did you take to identify the root cause and ensure a lasting solution?
Client Communication: How do you handle difficult or upset clients? Can you provide an example of a time when you turned a negative client experience into a positive one?
Product Knowledge: How do you stay up-to-date with changes and updates to the products you support? Can you describe a time when you proactively identified and addressed a potential client issue related to a product update?

Company & Culture Questions:

Client-Centric: How do you prioritize client satisfaction in your daily work? Can you provide an example of a time when you went above and beyond to resolve a client issue?
Collaboration: How do you work effectively with other departments to ensure client satisfaction and drive product enhancements? Can you describe a time when you collaborated with another team to improve a client experience?
Adaptability: How do you handle change and uncertainty in a dynamic, fast-paced environment? Can you provide an example of a time when you embraced a significant change and turned it into an opportunity for growth?

Portfolio Presentation Strategy: Not applicable for this role.

📝 Enhancement Note: The interview process for the Customer Support Advocate I role at ServiceTitan is designed to assess communication skills, problem-solving abilities, and cultural fit. Candidates should prepare by reflecting on their experiences, researching the company, and demonstrating their enthusiasm for customer support.

📌 Application Steps

To apply for this Customer Support Advocate I position:

Submit your application through the application link provided.
Prepare for the phone screen by reviewing common customer support scenarios and practicing your communication skills.
Research ServiceTitan's products and customer support processes to demonstrate your enthusiasm and preparation for the technical assessment.
Reflect on your past experiences and successes to prepare for the behavioral interview, focusing on your problem-solving skills, client communication, and adaptability.
Review the company's culture and values to ensure a strong fit and prepare for the final interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Advocate I