---
title: 'Customer Support Specialist at AIA Contract Documents'
canonical: 'https://feeny.ai/job/customer-support-specialist-aia-contract-documents-remote-rs3bbka30s59'
type: 'job'
last_seen: '2026-10-18'
---

# Customer Support Specialist at AIA Contract Documents

- **Company:** AIA Contract Documents
- **Location:** Remote
- **Compensation:** $25/hr
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-04-28
- **Last confirmed live:** 2026-10-18
- **Apply:** https://jobs.ashbyhq.com/acd/5ed70647-07ca-41ed-866f-aa1807f11cd2

## Job description

## About ACD

For more than a century, AIA Contract Documents (ACD) has supported architecture, engineering, and construction professionals by delivering a shared industry standard to align parties on a project. What began in 1888 with the development of standardized construction contracts has evolved into a comprehensive suite of contract tools and foundational workflows that not only shape how the industry works today, but uniquely position ACD to help firms navigate construction’s growing complexity. In a world driven by scale, fragmentation, and AI-generated decisions that prioritize speed over a clear understanding of risk, ACD serves as a trusted anchor, ensuring project participants can reduce disputes and negotiations, while achieving faster alignment and more predictable outcomes for the future.

We are seeking a highly motivated and detail-oriented Customer Support Representative to join our team. The ideal candidate will have previous experience in customer support, preferably with experience using Zendesk or similar customer service software. The Customer Service Representative will be responsible for handling customer inquiries, resolving issues, and providing exceptional service to ensure customer satisfaction.

## Responsibilities

- Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner.
- Use Zendesk (or other customer support software) to manage and track customer interactions, ensuring all requests are handled promptly.
- Resolve customer complaints and issues by providing accurate information, troubleshooting, and offering appropriate solutions.
- Maintain a high level of product knowledge to assist customers with questions and concerns.
- Collaborate with other departments to ensure customer issues are resolved efficiently.
- Document customer interactions and updates in the system for future reference.
- Follow company policies and procedures in all interactions with customers.
- Continuously strive to improve customer satisfaction by identifying areas for improvement in the support process.
- Meet or exceed individual and team performance metrics.
- Other Duties as assigned.

## Requirements

- Minimum of 1-2 years of experience in customer support or a related field.
- Familiarity with Zendesk or other customer support platforms is highly preferred.
- Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.
- Strong problem-solving skills, with the ability to think critically and find solutions quickly.
- Basic knowledge of Microsoft Office Suite and other computer applications.
- Ability to work well in a team environment and collaborate with others to achieve common goals.
- Ability to adapt to changing priorities and handle multiple tasks in a fast-paced environment.
- A strong commitment to providing outstanding customer service and building positive customer relationships.

## About AIA Contract Documents

## Core Business
- **Primary industries**: Architecture, Engineering, Construction (AEC); Legal; Risk Management
- **Target customers**: Architects, general contractors, subcontractors, engineers, consultants, facility managers, law firms, building owners/developers, construction managers (B2B, enterprise, and SMB)
- **Mission / Purpose**: “Empowering the AEC industry with trusted, easy‑to‑use solutions that reduce risk and bring clarity, fairness, and efficiency to every stage of the construction process.”

## Products & Services
- **AIA Contract Documents (300+ forms)**: The gold‑standard legal agreements covering the full project lifecycle – from design (A‑series) and owner/contractor agreements (B‑series) to project management forms (G‑series) and facility management (F‑series). Updated quarterly to reflect case law and industry changes.  
  *Type*: Legal templates / forms
- **Cloud‑based Workflow Platform**: A digital platform that streamlines collaboration, ensures compliance, and reduces risk. Allows teams to manage contracts, track changes, and collaborate in real time.  
  *Type*: SaaS / workflow software

## Market Standing
- **Valuation / Market Cap**: Not publicly disclosed (private company; acquired by Welsh Carson Anderson & Stowe in July 2025)
- **Key Metric**: Annual revenue is not publicly available (LinkedIn estimates ~$1M, but this appears inconsistent with the company’s scale; treat as unverified). Total funding: at least one private‑equity round (True Wind Capital in 2020) followed by acquisition.
- **Notable Investors / Partners**: True Wind Capital Management (lead investor in 2020); Welsh Carson Anderson & Stowe (current owner). Partners include the American Institute of Architects (AIA) and thousands of law firms.
- **Growth Signals**:
  - Headcount grew 41% YoY (81 employees as of mid‑2026)
  - LinkedIn follower growth of 114% over the past year
  - 92% of top 25 design firms and 88% of top 25 contracting firms use AIA Contract Documents
  - Documents have been used in over $1 trillion worth of construction projects
  - Recent acquisition by WCAS signals investment for further expansion

## Competitive Advantages
- **135+ year legacy**: The AIA contract has been the industry standard since 1888, giving it unmatched trust and recognition.
- **Widespread adoption**: Used by the vast majority of top design and contracting firms, creating a network effect.
- **Quarterly legal updates**: Documents are reviewed and revised by a 35+ member committee of experts in design, construction, law, and insurance to stay current with case law.
- **Balanced, fair agreements**: Designed to reduce disputes and align all parties – a key differentiator from one‑sided contract providers.
- **Integrated digital platform**: Combines the legal authority of the documents with modern workflow software, reducing friction and risk.

## Strategic Focus
- **Digital transformation**: Expanding the cloud platform to provide end‑to‑end contract lifecycle management and deeper integration with construction workflows.
- **Risk reduction**: Using AI and data to help firms navigate growing complexity and dispute costs (42% recent increase in dispute costs cited).
- **Scaling reach**: Leveraging the acquisition by Welsh Carson Anderson & Stowe to accelerate product development and market penetration.

## Why Work Here
- **Culture & values**: “Build Trust”, “Champion the Customer”, “Stay Curious”, “Act Like a Founder”, “Win Together”. Employees describe a collaborative, flexible environment with a strong sense of purpose.
- **Work flexibility**: “Unlimited paid time off” (most roles), monthly work‑from‑home stipend, and a culture of trust and flexibility. Hybrid/remote‑friendly based on employee testimonials.
- **Benefits**: Comprehensive medical/dental/vision, 401k with company match, profit sharing, paid parental leave, company‑paid short‑ and long‑term disability, company‑paid life insurance.
- **Engineering culture**: Engineers have the opportunity to “build, not just maintain” – designing systems and workflows from the ground up. The tech stack is modern and evolving.
- **Growth**: Rapid headcount growth (41% YoY) and recent acquisition mean ample opportunity for career advancement and impact.

## Sources
1. [AIA Contract Documents – Careers Page](https://aiacontracts.com/careers)
2. [AIA Contract Documents – About Us](https://aiacontracts.com/about-us)
3. [AIA Contract Documents – Executive Leadership](https://aiacontracts.com/leadership)
4. [AIA Contract Documents – LinkedIn Company Page](https://www.linkedin.com/company/aia-contract-documents)

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