https://www.fireaside.com/

Industry: GovTech

About Fire Aside

Fire Aside is a mission driven company dedicated to empowering homeowners to take concrete action toward defensible space and home hardening, reducing wildfire risk and boosting community resilience.

Our SaaS platform empowers fire departments and community organizations to educate and engage residents in wildfire resilience practices. The platform delivers personalized assessments, action plans, and project management tools, driving adoption through education, engagement, and local partnerships. Our job is to build tools and deliver services to community leaders to increase their impact.

Through our technology, we're transforming how communities approach wildfire preparedness – moving beyond awareness to drive measurable actions that create more resilient neighborhoods. By partnering with local fire authorities, we build tools and deliver services that amplify their impact and help create lasting change in the communities they serve.

Role Overview

We're seeking a Customer Success Specialist to join our team supporting agencies that use our software platform for defensible space inspections and green waste management programs. This role combines problem-solving with customer service to ensure our clients can maximize their efficiency and utility from the Fire Aside software solutions. The primary components of this role are centered around becoming a true product expert that helps our clients use the product to best serve their needs, by ensuring rich and efficient onboarding, constantly improving customer-support process, expanding the product knowledge infrastructure, and coaching clients to optimized outcomes.

The Customer Success Specialist is responsible for independently managing complex customer accounts, resolving escalated service issues, analyzing use trends and patterns, and developing process improvements that directly impact business operations.

Key Responsibilities:

● Help new customers onboard our products and services.

● Leverage lessons learned to improve onboarding and level-up client programs.

● Resolve complex or escalated customer issues and inquiries efficiently and professionally.

● Exercise independent judgment in handling sensitive and/or high-impact situations.

● Analyze, troubleshoot, and document software issues reported by agency users.

● Identify systemic trends and implement effective solutions.

● Maintain and expand the support documentation library based on common user questions and needs.

● Review overall ticket content for common support topics to identify opportunities to improve customer onboarding and training.

● Collaborate cross-functionally with sales, operations, product, and technical teams to resolve customer concerns, envision product features and refinements, and report software bugs observed directly or through customer support.

● Provide proactive customer outreach and SaaS product deployment assistance.

● Participate in strategic client account review meetings

● Time breakdown of responsibilities:

o 40% Monitoring support patterns to identify systemic issues, with ticket and customer communications review and resolution (via email, chat, phone and other communication channels), as the mechanism for that analysis.

o 60% Efficiency and process improvements, including:

▪ onboarding new customers efficiently and consistently improving processes

▪ strategic (analytical and judgment-based) account management activities including programmatic advisory contributions achieved by building relationships with customers that ensure they are using the products to optimize (data driven) community resilience programs

▪ knowledge-base expansion/ CRM (Hubspot); and ad hoc independent project ownership

Required Qualifications:

● 3 - 5 years of of combined experience in customer success, account management, or fire agency/prevention operations, with demonstrated ability to manage complex accounts independently

● Bachelor’s degree or relevant work experience

● Experience in customer service or support, handling escalations or complex case management

● Strong problem-solving skills and ability to quickly learn new software

● Excellent written and verbal communication skills, with the ability to explain technical concepts clearly

● Strong documentation skills and attention to detail

● High emotional intelligence and conflict resolution skills.

● Ability to prioritize and manage multiple support requests efficiently

● Strong organizational skills and attention to detail.

Preferred Qualifications:

● Experience working with government agencies or fire prevention operations and programs

● Background in GIS, forestry, or fire prevention

● Previous experience with support ticket management systems

This position operates during standard business days (Monday-Friday) with flexible hours to accommodate your work-life balance. We offer a hybrid work model, allowing you to work remotely up to two days per week, with the remaining time spent collaborating in our office environment.

Compensation Package

Group healthcare, 401(k) match, Stock Options, Open Leave Program, and flexible work options

We strive to design equitable and explainable compensation programs.

Base pay is ultimately determined by factors such as role location, knowledge and skills, relevant industry experience, internal equity, and market conditions.

Equal Opportunity Statement

We are proud to be an equal opportunity employer. We recruit, employ, train, compensate and promote regardless of race, religion, color, national origin, gender, sexual orientation, disability, age, veteran status, and other protected status as required by applicable law.

To apply for this position:

Please submit your resume in our applicant tracking system here

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