---
title: 'Customer Support Specialist at UpCodes'
canonical: 'https://feeny.ai/job/customer-support-specialist-upcodes-north-p7t6vrcqt457'
type: 'job'
last_seen: '2026-10-16'
---

# Customer Support Specialist at UpCodes

- **Company:** UpCodes
- **Location:** North, United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-15
- **Last confirmed live:** 2026-10-16
- **Apply:** https://jobs.ashbyhq.com/upcodes/161bbd9a-1850-4fa7-9e16-81e0dfff95b5

## Job description

## ABOUT US

Trusted by 800,000 monthly active users, UpCodes (YC S17) is a comprehensive compliance and product research platform that accelerates design to construction in the AEC space. The construction industry suffers from unnecessary costs and complexity; every year billions of dollars are wasted on rework. We’re committed to delivering easy-to-use tools that help designers and builders spend less time finding the right compliance and product resources and more time doing what they love — designing and building. We make a real world tangible impact on the lives of our users and their work of constructing our homes, schools, hospitals, and offices.

## ABOUT THE ROLE

We are seeking an exceptionally organized and empathetic Customer Support Specialist to help UpCodes users utilize the platform to its fullest potential. As our full-time support team member, you will have unique insight into user challenges and be able to contribute meaningfully to internal discussions on product enhancements. We work closely with our community, and this role will be a pivotal bridge between our team and the end user.

The ideal candidate believes in delivering an above-and-beyond, fundamental human support experience. You enjoy learning about new technical domains and are a problem solver who can dig deep but also knows when to ask for help to uncover solutions. You’re a great communicator and are eager to help our users navigate the platform so they can build affordably, quickly, and enjoyably.

## WHAT YOU'LL DO

- Help our users get the most out of UpCodes by running point on the support phone line, live chat, and email inbox.
- Work closely with our Product, Content, and in-house building-code expert teams to answer user questions, address challenges, and share feedback.
- Troubleshoot and report potential bugs to the Engineering team.
- Serve as a customer advocate and regularly share customer feedback internally to inform product roadmap and strategy.
- Continually improve internal support documentation and processes, and also take the lead on expanding our external knowledge base.

## THE IDEAL CANDIDATE

- Minimum 2–4 years of experience in a customer-facing role.
- Fluent in modern, cloud-based work tools (e.g., Google Workspace, Slack, etc.) and comfortable learning and adopting new SaaS tools quickly.
- Comfortable working with technical subscription management, billing, and customer account tools. Experience with Chargebee or a similar platform is a plus.
- Extremely organized and detail-oriented.
- A fantastic communicator and conversationalist.
- A strong desire and willingness to learn and build as our product and processes evolve.
- A good sense of humor and a down-to-earth personality.
- A hustling mentality — no ask should be too small or too big. We’re looking for someone who understands that small tasks can have a huge impact.

## About UpCodes

## Company Overview
- **One-liner**: UpCodes provides a centralized, searchable AI-powered platform for building code compliance, product research, and specification management for the architecture, engineering, and construction (AEC) industry.
- **Entity Type**: Private (YC S2017)
- **Headquarters**: Austin, TX, USA
- **Founded**: 2016
- **Founders**: Garrett Reynolds, Scott Reynolds

## Core Business
- **Primary industry**: Construction Technology (GovTech / AEC Software)
- **Target customers**: B2B; Architects, engineers, general contractors, building product manufacturers, and plan examiners
- **Mission or purpose**: To help people build affordably, quickly, and enjoyably by democratizing compliance and product research.

## Products & Services
- **UpCodes Platform**: A centralized, searchable online library hosting over 5 million code sections, 1,700+ state and city codes, and 160,000+ local amendments. It unifies building codes, assemblies, and building products into a single workflow.
- **UpCodes Copilot**: An AI-powered research assistant that answers complex code questions, explains concepts, performs calculations, and generates compliance checklists. It cites specific code sections for validation and is jurisdiction-specific, unlike generic AI chatbots.
- **Product Research & Specification Tools**: A platform for building product manufacturers to showcase compliant products and for design professionals to research and specify products at the moment of specification.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (private company)
- **Key Metric**: 800,000 monthly active users; 35 team members (as of YC profile); average user saves 15+ hours per month; average ROI per user is 1200%+
- **Notable Investors/Partners**: Y Combinator (Summer 2017 batch)
- **Growth Signals**: Launched "UpCodes Copilot" (AI research assistant) in May 2023; strong product-led growth; hosts over 5 million code sections and updates over 7,000 sections per month; won a landmark court decision helping shape open access to the law.

## Competitive Advantages
- **Data Moat**: Hosts the most comprehensive, up-to-date library of U.S. building codes (5M+ sections, 1,700+ codes, 160K+ local amendments) that is constantly updated — a dataset generic AI chatbots cannot replicate.
- **Jurisdiction-Specific AI**: Copilot is trained on jurisdiction-specific, current code adoptions, making it far more accurate for compliance than general-purpose LLMs.
- **Network Effects**: Connects the entire AEC ecosystem (designers, builders, manufacturers, plan reviewers) on a single platform, creating switching costs and a growing data network.
- **Legal Precedent**: Won a landmark court decision that helped shape open access to the law, reinforcing their right to host and search public building codes.

## Strategic Focus
- **AI-First Compliance**: Deepening the Copilot AI assistant to automate more of the code research and specification workflow, moving from a search tool to an indispensable project assistant.
- **Expanding the Product Ecosystem**: Connecting codes, assemblies, products, and specs into a unified workflow to capture more of the project lifecycle.
- **Product-Led Growth**: Scaling the 800,000 MAU base through self-serve adoption and expanding into larger enterprise AEC firms.
- **Manufacturer Platform**: Growing the building product manufacturer side of the marketplace to create a two-sided network.

## Why Work Here
- **Fully Remote & Distributed**: Team is based across North and South America, working across North American time zones. Strong emphasis on autonomy and flexible schedules.
- **Culture**: Described as humble, hard-working, and growth-minded. The company values competence, reliability, and a willingness to learn. Annual in-person company meetups to build team bonds.
- **Benefits**: 25 PTO days plus holidays off; employer-sponsored medical, dental, vision, and mental health plans; 401k; home office setup stipend.
- **Impact**: Employees report high levels of impact and the ability to work with talented, learning-oriented peers. The company is continuously evolving, offering new challenges.
- **Engineering Culture**: Focus on craft, process, and being a self-starter. The team is passionate about improving an inefficient, high-stakes industry.

## Sources
1. [up.codes](https://up.codes/)
2. [up.codes/careers](https://cms.up.codes/careers)
3. [up.codes/about](https://cms.up.codes/about)
4. [ycombinator.com/companies/upcodes](https://www.ycombinator.com/companies/upcodes)
5. [techcrunch.com](https://techcrunch.com/2023/05/30/upcodes-launches-copilot-an-ai-based-research-assistant-for-building-codes/) (UpCodes Copilot launch)
6. [techcrunch.com](https://techcrunch.com/2020/11/16/a-court-decision-in-favor-of-startup-upcodes-may-help-shape-open-access-to-the-law/) (Court decision)

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