Customer Success Associate (CSA)

Company Description ProStruct Engineering is dedicated to improving homeowners’ building experiences across multiple states, including California, Oregon, Washington, Texas, Colorado, Nevada, Georgia, Utah, and Arizona. The company specializes in Civil and Structural Engineering Plans and is known for a strong record of smooth permit approvals, with a 100% success rate within its specific scope of work. This success rate reflects a commitment to quality and precision, while recognizing that factors such as land disputes or external documents fall outside its control. As a licensed and insured partner, ProStruct Engineering provides experienced, reliable, and cost-conscious engineering solutions and efficiently navigates permitting complexities. The company is a trusted engineering partner for architects, designers, contractors, and homeowners.

Role Description The Customer Success Associate (CSA) is a full-time, remote role focused on supporting clients throughout their engagement with ProStruct Engineering. The CSA will respond to customer inquiries, guide homeowners and partners through service steps, and ensure expectations are clearly communicated and met. Daily responsibilities include monitoring customer accounts, providing timely support, gathering feedback, and collaborating with internal teams to resolve issues and improve processes. The CSA will help maintain strong relationships with architects, designers, contractors, and homeowners by proactively engaging with them, addressing concerns, and promoting a positive experience. This role also involves documenting interactions, identifying trends, and contributing to customer success strategies that align with company goals.

Qualifications

• Customer Engagement and Customer Retention skills to build long-term, trust-based relationships with clients.
• Customer Support and Customer Satisfaction skills to respond effectively to inquiries, resolve issues, and ensure positive outcomes.
• Analytical Skills to interpret customer data, identify patterns, and recommend improvements to processes and services.
• Strong written and verbal communication skills, with the ability to explain technical or process-related information in clear, accessible language.
• Organizational and time-management skills, including the ability to handle multiple customer requests in a remote, full-time environment.
• Comfort working with digital tools such as CRM systems, ticketing platforms, and online communication channels.
• Experience in customer-facing roles; familiarity with engineering, construction, or permitting processes is a plus but not required.
• Ability to work independently, collaborate with cross-functional teams, and demonstrate a customer-centered mindset.