Central Support Representative
Central Support Representative at Craftwork — CO, US
- Company: Craftwork
- Location: CO, US
- Employment type: FULL_TIME
- Salary: USD 9–15 / year
- Posted: 2026-07-17
About this role
Position Summary:
We’re building a Central Support team and hiring our first Representative, reporting to the Chief Success Officer. This role will own inbound lead intake and customer communication across calls, texts, and messages, ensuring fast responses and seamless routing to the right teams. As a critical part of the sales engine, this team will set the standard for responsiveness and customer experience across the business. The Central Support Representative will serve as the connective tissue between Field Managers, crews, and customers, making sure nothing falls through the cracks.
As an early hire on this team, you’ll help design and scale a repeatable support system that grows with our markets. You’ll partner closely with Sales, Customer Success, and Field Operations to keep projects moving and deliver a seamless customer experience.
This is a hands-on role for someone who thrives in a fast-paced environment and is excited to build from the ground up. You’ll manage real customer interactions, improve processes, and have a direct impact on both customer satisfaction and operational performance. As Craftwork continues to launch new markets, you’ll have ample opportunities to grow with the company.
What You’ll Do:
Lead Response, Qualification & Conversion
Respond to all inbound leads (calls, texts, forms, email) within SLA
Call new lead submissions quickly to establish first contact
Conduct intake, ask key qualifying questions, and capture project details
Drive leads to the next step: schedule on-sites or initiate virtual estimates
Book appointments directly on team calendars with complete information
Follow up consistently to maximize conversion to estimate/on-site
Inbound Communication Ownership
Own all inbound customer communication across phone, text, and email
Maintain high answer rates and fast response times
Deliver a clear, professional, and helpful experience in every interaction
Customer Support & Coordination
Resolve straightforward questions and issues in real time
Escalate more complex needs to the right team (Sales, Customer Success, Field Ops)
Support customer onboarding
Ensure nothing falls through the cracks across teams
CRM Hygiene & Visibility
Maintain accurate, up-to-date notes on all interactions
Track lead status, next steps, and outcomes
Capture key data to support reporting and process improvement
What We’re Looking For:
Bilingual (especially Spanish-English) is a strong plus
Strong communication skills (phone and written)
Background in a service-based industry (hospitality, retail, etc.) is a strong plus
Customer-focused and solutions-oriented
Able to multitask and stay organized in a fast-paced environment
Experience with customer service or sales preferred
Comfortable using CRM and scheduling tools
What Success Looks Like:
No calls are missed
High-quality customer interactions that convert to jobs
Fast, consistent responses across all channels
Smooth handoffs to sales and ops
Positive customer feedback