Support Specialist

They are revolutionizing real estate technology by developing a digital real estate platform for real estate agents, lenders and consumers to use throughout the real estate lifecycle - from listing or buying to close.

The Customer Support Specialist will serve as the first point of contact for incoming questions or concerns about their web-based app. Their goal is to make a personal connection with everyone that reaches out to the team while getting them the help they need in a quick, professional and friendly manner. The Customer Support Specialist also serves as the voice of the customer: recognizing, interpreting and internally communicating the trends in customer feedback (including their successes and pain points) which are so critical to us as a business.

In order to solve problems, find workarounds and effectively understand customer feedback, their Customer Support team possesses both an in-depth knowledge of their product as well as a solid understanding of the customer base. Cross-departmental communication and collaboration is key here, and in this role you'll thrive in a fast-paced, challenging environment, knowing you are making a difference not only in the lives of the individuals that make up their customer base, but in the future success of the company as well.

• Take ownership of the incoming help requests received by email, phone and chat and see each request through to resolution.

• Own the customer experience and drive satisfaction.

• Share feedback with the rest of the team and across the organization on possible ways to improve product and processes.

• Contribute towards the development of a strong team environment by upholding high work standards.

• Excellent written and verbal communication skills

• 1-2 years of experience in a customer-facing role

• a demonstrated desire for continuous learning and personal development

• a tech-savvy, analytical and process-oriented mindset

• a solid understanding of the web-app and/or real-estate industry space

• a strong sense of customer empathy

• the ability to multitask and prioritize your workload

• are legally allowed to work in either the United States or Canada

• are flexible, and can work evenings or weekends as needed

• have experience as a real estate professional

• have previous experience in a fast-paced tech startup environment

• have experience with Zendesk
  
  

• Remote-first work environment

• Unlimited PTO + 14 Paid Holidays

• Excellent benefits package that includes medical, dental, vision, 401(k), and more