Customer Support Associate

About WelcomeHome

WelcomeHome is an Atlanta-based SaaS startup with the mission to build the best Customer Relationship Management (CRM) platform in the Senior Living and Home Care industries. Since launch in 2019, we have experienced incredibly rapid growth.

Profitable from day one, we’ve hit hypergrowth with a team that prioritizes client results over external / VC reporting and internal politics.

WelcomeHome’s differentiation extends beyond providing the most technologically advanced, easiest to use software in the space. Clients receive world class support, from the migration from their legacy CRM platform to ongoing day to day training and troubleshooting.

About The Role

As Customer Support Associate, you will work directly with our Customer Success team to ensure customers quickly adopt WelcomeHome and then continue to use and love our system. This role works 12:00 PM–8:00 PM EST to best support our clients in the Pacific time zone.

Responsibilities include:

• Respond to customer questions and support requests regarding the platform and its features via phone and email, troubleshooting issues, guiding users through workflows, and ensuring timely, high-quality resolution of customer needs and escalations
• Create, update, and maintain client-facing training materials, onboarding guides, knowledge base articles, and support documentation to promote customer adoption and effective platform usage
• Participate in cross-functional projects with Customer Success, Implementation, Technical Solutions, and Product teams to support customer experience initiatives and operational improvements
• Share customer feedback and recurring support trends with internal teams to help inform product enhancements, process improvements, and training opportunities
• Use sound judgment to prioritize customer requests, troubleshoot issues, and escalate complex matters appropriately based on business impact and customer needs

This position is based in our Atlanta office. While Welcome Home supports hybrid work, employees for this role are only eligible after the onboarding period (6 months of full-time employment)

About You

The ideal candidate is an organized, thoughtful, and detail-oriented individual who is inspired by innovation and our customer’s success, with 1-3 years of working experience. In addition, you will have:

• Excellent written and interpersonal communication skills
• Desire to learn and ability to adapt
• Critical thinking skills

What You'll Get

WelcomeHome values all of its employees and strives to provide a competitive compensation package. Benefits include health, vision and dental coverage, 401(k) matching, paid parental leave, and unlimited PTO.

But, on top of that, you'll be surrounded by awesome people who care deeply about what they do and will do whatever it takes to help you succeed.