Rebar

Role Description Rebar is building the next-generation operating system for commercial HVAC, electrical, and plumbing suppliers and subcontractors. We need an Implementation Manager to own Client onboarding, training, and early-stage success. You’ll work to build the playbook that powers Rebar’s customer experience. - Own Frontline Support: respond to inbound client questions across live messaging, tickets, and screen-share/video calls with speed, clarity, and precision. - Own Outcomes & Performance: take full ownership of issues from first response through resolution while consistently hitting SLAs (response time, resolution time, CSAT). - Prioritize with Urgency: manage competing tickets and timelines without sacrificing quality or customer experience. - Troubleshoot & Resolve: diagnose bugs, replicate issues, and partner with Engineering to drive fast resolutions. - Be the Voice of the Customer: surface patterns, recurring issues, and product gaps to inform roadmap decisions. - Improve Support Operations: help build and refine workflows, SLAs, and tooling to scale the support function. - Drive Product Adoption: guide customers on workflows, best practices, and how to get maximum value from the product. - Build Knowledge: create and maintain internal and client-facing documentation, tutorials, and FAQs. - Collaborate Cross-Functionally: work closely with Product, Engineering, and Client Success to deliver a seamless experience. Qualifications - 3+ years of experience in B2B technical support or a similar customer-facing technical role. - Strong troubleshooting skills across web-based software products. - Ability to clearly communicate technical concepts to both technical and non-technical users. - Experience using support tools (e.g., Zendesk, Intercom, HubSpot, Jira, Linear, etc.). - Highly organized and responsive—you thrive in fast-paced environments. - Comfort working remotely while collaborating closely with a distributed team. Requirements - Bonus: Experience working at an early-stage startup. - Background in construction, engineering, or HVAC industries. - Familiarity with APIs, integrations, or debugging tools. - Experience creating support documentation and training materials. Benefits - Salary: Competitive. - Equity: meaningful grant, aligned with your background. - Benefits: medical, dental, vision.