Ritchie's Welding
Customer Support Specialist
Similar Jobs
Hardware • Automation • Manufacturing • Heavy Civil & Infrastructure
Provide remote B2B customer support for structural steel fabrication clients. Manage inquiries, order updates, account details, change orders, billing questions, and service tickets. Coordinate with operations and project managers to track fabrication milestones and communicate timelines clearly. Maintain accurate CRM records and resolve concerns through email, phone, and video calls while working Eastern Time hours.
Top Skills:
Crm ToolsGoogle SuiteMicrosoft TeamsSlackZoom
Software
Provide customer support through Zendesk tickets and phone inquiries, troubleshoot and reproduce software issues, review logs, and deliver clear solutions. Create help-center resources, document internal learnings, train teammates, and collaborate with Engineering, Product, Design, and Customer Experience teams. Monitor trends, share product feedback, maintain product expertise, and identify improvements while supporting North American customers on an overnight India-based shift.
Top Skills:
JIRALatticeSalesforceSlackZendeskZoom
Software
Provide personalized customer support through Zendesk and phone, troubleshoot and reproduce software issues, review logs, deliver solutions, and create help-center resources. Collaborate with Engineering, Product, Design, and Customer Experience teams to escalate defects, share feedback, support retention, and identify process improvements. Maintain product expertise, contribute to training, and communicate complex information clearly while managing multiple priorities.
Top Skills:
JIRALatticeSlackZendeskZoom
Provide remote B2B customer support for commercial clients, contractors, developers, and project managers. Track fabrication milestones with operations and project teams, communicate production timelines, resolve inquiries, and maintain accurate client accounts, change orders, billing inquiries, and service tickets in CRM systems. The role requires strong English communication, remote technology proficiency, Eastern Time availability, and eligibility for federal reliability screening.
About Ritchie's Welding Inc:
Ritchie's Welding Inc. is a premier structural steel fabrication and mobile welding firm with over 35 years of experience delivering commercial, industrial, and federal infrastructure projects. Operating out of our 10,000-square-foot facility in Gloucester, Ontario, we combine traditional craftsmanship with advanced robotic automation. Our portfolio includes iconic regional landmarks and secured projects for the Parliamentary Sector and the Canadian Space Agency.
We are shifting our customer care structure to a remote-first model. We are seeking an empathetic, highly organized Customer Support Specialist to serve as the critical daily link between our commercial clients, structural engineers, and our production floor.
What You'll Do (Responsibilities):
- Inbound Client Relations: Act as the primary point of contact for incoming B2B inquiries from general contractors, developers, and municipal project managers regarding order updates, account details, and inquiries.
- Cross-Functional Coordination: Collaborate closely with our on-site Operations Manager and Project Managers via Slack and Microsoft Teams to accurately track fabrication milestones and relay timelines transparently to customers.
- Account Support: Handle incoming client communication via email, phone, and video calls, ensuring a professional, positive, and rapid resolution to any customer concerns.
- Data Integrity: Maintain and update client accounts, change orders, billing inquiries, and service tickets using our centralized customer management system.
What We Are Looking For (Requirements):
- Experience: 1+ years of professional customer service, customer support, or customer success experience. Experience in construction, building materials, manufacturing, or real estate is a major asset but not required.
- Communication Skills: Native-level fluency in written and verbal English. The ability to translate production updates into clear, reassuring client messages is essential.
- Tech Literacy: High comfort level working with remote tech stacks (Slack, MS Teams, Zoom, G-Suite, and CRM tools).
- Availability: Ability to work a consistent, full-time day shift aligned with Eastern Time (EST) operational hours.
- Work Authorization: Must be legally authorized to work in either the United States or Canada without visa sponsorship.
- Security Eligibility: Must be eligible to pass basic federal reliability/background screening (required due to our public works infrastructure contracts).
Why Apply? (The Perks): - 100% Remote Work: Work comfortably from your home office anywhere in the United States or Canada.
- Premium Tools Provided: We ship a complete corporate remote tech bundle directly to you (Latest laptop, dual monitors, noise-canceling headset, and an ergonomic home-office stipend).
- Top-Tier Compensation: A highly competitive base salary ranging from $55,000 to $72,000 (USD or CAD depending on your home country) with clear paths for annual performance raises.
- Comprehensive Care: Country-specific competitive health, vision, and dental benefits package starting on Day 30, plus short/long-term disability and life insurance.
- Future Security: Corporate retirement savings matching program (401k for US / RRSP for Canada) after your first year.
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
