Full-Time
Customer Support Specialist
Updated on 9/3/2026
AIA Contract Documents
51-200 employees
Delivers standardized owner-contractor contract documents
Compensation Overview
$25/hr
Remote in USA
Remote
 Customer Experience & Support (1) |
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- Minimum of 1-2 years of experience in customer support or a related field.
- 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.
- 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.
- Familiarity with Zendesk or other customer support platforms is highly preferred.
AIA Contract Documents provides a library of standardized construction contracts used to govern relationships among owners, architects, and contractors. The documents are created by a committee of industry experts and are updated roughly every ten years to reflect changes in law and construction practices. The company offers digital templates that users can customize and manage online, leveraging its long-standing industry benchmark status. Its goal is to raise professional standards in the construction industry by providing reliable, up-to-date contracts that reduce disputes and streamline project administration.
Company Size
51-200
Company Stage
N/A
Total Funding
N/A
Headquarters
Washington DC, District of Columbia
Founded
1888
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Simplify's Take
What believers are saying
- August 26, 2026 AI Assistant plus CTO AJ Saha accelerates product modernization.
- May 5, 2026 Data Center Tracker taps hyperscale spending and downstream demand.
- AIA's brand and 1.2 million annual contracts create sticky distribution and renewal leverage.
What critics are saying
- Procore and Autodesk bundle contract workflows into broader construction platforms, compressing ACD's pricing power.
- AI assistants commoditize drafting fast; by 2027, customers buy generic CLM instead.
- If ACD loses AIA's standard-setting authority, the business becomes a niche workflow vendor.
What makes AIA Contract Documents unique
- 1888 AIA documents became construction’s default standard, still anchoring 45,000 companies.
- ACD combines 300 standardized documents with workflow editing and AI guidance.
- WCAS’s 2025 majority investment validates ACD as a specialized AEC risk platform.
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Growth & Insights and Company News
6 month growth
↑ 11%1 year growth
↑ 11%2 year growth
↑ 11%AIA Contract Documents launches AI Assistant and names Arijit "AJ" Saha Chief Technology Officer. Aug 26, 2026, 11:00 ET GREENVILLE, S.C., Aug. 26, 2026 /PRNewswire/ - AIA Contract Documents (ACD), the industry standard for construction agreements that support $100 billion in contract value each year, today announced the launch of its AI Assistant, providing in-app contract guidance, alongside an enhanced contract editing experience to accelerate contracting workflows. The company also announced the hiring of Arijit "AJ" Saha as Chief Technology Officer to lead ACD's technology and AI strategy and continue accelerating its innovation and value to customers. Saha brings over 23 years of experience leading engineering, data, AI and cloud technology teams across emerging companies and large enterprises, including Infosys, Goldman Sachs, Noodle AI (now Daybreak), and most recently Redica Systems, where he served as Chief Technology Officer. At ACD, Saha will advance the next generation of tools that streamline critical workflows across the construction lifecycle, helping architecture, engineering, and construction (AEC) firms align teams, manage risk, and move projects forward from start to completion. "We are elevating our technology and our talent at the same time," said Nick Macey, CEO of ACD. "Our latest contract workflows and AI capabilities mark significant milestones for our customers, and with AJ's leadership, we're building on that momentum to deliver solutions that help firms reduce contract disputes and achieve faster alignment during negotiations while driving more predictable outcomes." With more than 300 standardized contract documents as its foundation, ACD is modernizing the experience around them so project teams can move from template to signed agreement with less effort. The newly upgraded editor is designed to support a simpler document workflow, and the new AI Assistant provides on-demand guidance when users request it at any point in the contracting process. Additional AI capabilities are being developed to further help customers assess project risk and complete contract-related tasks more efficiently. "ACD has earned the trust of the industry for nearly 140 years," said Saha. "That foundation creates a rare opportunity to build intelligent, AI-native products that help project teams work with greater speed and clarity. I'm excited to lead this next chapter of innovation at ACD to deliver even more valuable tools for our customers." With more than 45,000 companies using ACD to write over 1.2 million contracts each year, the company supports a foundational part of how construction projects across the country come together. These investments build on that foundation, combining trusted industry expertise with modern technology to help AEC firms navigate increasingly complex projects and manage risk more effectively. About AIA Contract Documents (ACD) For nearly 140 years, 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 also help firms navigate construction's growing complexity. In a world driven by scale, fragmentation, and increasingly rapid decision-making, ACD serves as a trusted anchor, bringing stability and clarity that keep construction projects moving. To learn more, visit aiacontracts.com and follow us on LinkedIn. SOURCE AIA Contract Documents
AIA Contract Documents has launched an AI Assistant to provide in-app contract guidance and enhanced editing capabilities for construction agreements. The company, which supports $100 billion in contract value annually, also appointed Arijit "AJ" Saha as Chief Technology Officer. Saha brings over 23 years of experience from roles at Infosys, Goldman Sachs, Noodle AI, and Redica Systems. He will lead ACD's technology and AI strategy to streamline workflows across the construction lifecycle. The new AI Assistant offers on-demand guidance during the contracting process, whilst the upgraded editor simplifies document workflows. ACD serves more than 45,000 companies that create over 1.2 million contracts each year. Additional AI capabilities are being developed to help customers assess project risk and complete contract tasks more efficiently.
AIA Contract Documents has launched the ACD Data Center Tracker, an interactive tool helping architects, contractors and developers identify construction opportunities linked to North America's data centre expansion. For every dollar invested in a data centre, approximately 74 cents is generated in adjacent activity including infrastructure, housing and retail. The tracker monitors approved, permitted and under-construction data centre projects whilst tracking surrounding development activity. It aims to help firms identify future construction demand years before it becomes widely visible. Users gain visibility into active hyperscale data centre projects, insights into downstream construction activity, and early demand indicators across infrastructure and housing sectors. The tool also provides notifications when new projects come online, helping firms align business strategy with market timing.
- Two weeks earlier, AIA Contract Documents sold a majority stake to WCAS.
On July 8, 2025, private equity firm Welsh Carson Anderson & Stowe acquired business services company AIA Contract Documents from Audax Private Equity and True Wind Capital