Product Support Specialist

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.

• 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 

• 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