Product Support Specialist

Product Support Specialist - Remote US or Canada About InvestNext: Simplifying real estate investment, amplifying opportunity, built to scale. At InvestNext, we're building a connected real estate investment management platform that gives GPs and Investor Relations teams the essential tools to cultivate strong investor relationships, reduce administrative expenses, and grow portfolios. Inspired by our Detroit roots, we're democratizing real estate investing for all, and reshaping the future with the same grit and bold vision that has driven Detroit's resurgence. For us, democratizing real estate investing is more than just a missionit's a movement. We're creating accessible pathways for everyone to engage in wealth-building opportunities, transforming how people invest and secure their futures. A mission focused on real transformation. We're building a diverse team that's passionate about our culture, our product, and our purpose. Joining us isn't just about a jobit's about aligning with a movement that combines professional growth with genuine community change. Here, you're not just building a career; you're helping redefine the future of real estate investing. As the face of our brand and the first-line support for our customers, you will become an expert on our customers in the real estate industry and on the quickly developing InvestNext suite of products and services. A willingness to troubleshoot ambiguous issues, an ability to connect empathetically, and adaptability to a growing business are a must for this position. As part of a growing company, you will be expected to take ownership of your work and have opportunities to help shape the team, product, and company. The Product Support team at InvestNext is a passionate, driven group committed to delivering exceptional customer support. We take pride in helping our customers succeed, constantly seeking opportunities to learn, grow, and enhance both our skills and the customer experience. As a team, we wear many hats, adapt to challenges, and collaborate to improve our processes and software. Beyond work, we enjoy lively brainstorming sessions, sharing our hobbies, and bonding over our love for animals and plants. We celebrate our unique perspectives while appreciating what brings us together, fostering a supportive and dynamic team culture. In this role, you will: Monitor the support inbox and optimize workflows to drive down response time Communicate with customers via phone, email, chat, and video calls, determining the best method based on their needs Own CSAT scores, connecting with unsatisfied customers to provide a solution Monitor and own incoming customer reviews, following up where needed to improve a customer's experience Join the team stand-up to touch base and share priorities and any roadblocks. Troubleshoot issues that users experience and provide recommended solutions to the product development team Assist new customers with their transition onto the platform, including training and coaching Monitor self-serve customer resources (support articles and videos) to ensure they are in tiptop shape Assist with testing newly released features and developing training materials to help promote usage across customers If you're right for this role, you: Have 2+ years of customer support experience in a SaaS environment Excel at communicating effectively across various channels, including chat, email, phone, and video calls. Thrive in troubleshooting ambiguous or complex issues, leveraging your analytical and problem-solving skills to find solutions. Are proficient in support tools and platforms like Zendesk, Intercom, Salesforce, or similar systems, and can effectively manage workflows to improve response times. Are self-motivated and eager to learn, quickly adapting to new tools, technologies, and the evolving demands of a growing company. Our Tech Stack: Salesforce Intercom Asana G-Suite Atlassian (Jira & Confluence) Slack Metrics That Matter: CSAT First Response Time Time to Close Quality % Compensation: We're committed to paying fairly and competitively and utilize market data as a starting point when developing total compensation for all roles. We consider skill requirements, role responsibilities, pay equity, and our company's sustainability to develop our standardized salary bands across the company. Benefits: Fully remote work, within the US and Canada Robust 99% employer-paid medical, dental, and vision insurance 401k with 100% employer match, up to 4% of your annual salary Generous monthly allowance to support your wellness and remote work Uncapped paid time off, with a required minimum to support our team's work-life balance and help avoid burnout 11 company-wide holidays per year 16 weeks of paid parental leave Travel to spend time with the team, including company-wide offsites Laptop of choice Salary: In addition to our robust benefits, the salary for this role is determined with the consideration of experience and role expectations, in alignment with our salary bands. The salary for this mid level Product Support Specialist role ranges from $60,000 to $70,000 per year for this role. Equity Grant: As a reflection of our core principle See it, Own it, we believe ownership empowers folks to do their best work and be fulfilled with real outcomes. All employees receive an equity grant in alignment with standardized allocations to remove bias in our grant process.