About the Role
This role supports clients by resolving technical issues, guiding product usage, and feeding user feedback into product improvements to enhance overall service quality.
Responsibilities
- Respond to customer inquiries via email and phone
- Diagnose and resolve technical problems efficiently
- Document support cases and track resolutions
- Escalate complex issues to engineering teams
- Guide users through product features and setup
- Maintain up-to-date knowledge of product updates
- Follow support workflows and service level agreements
- Provide feedback from customers to internal teams
- Assist in writing help documentation
- Participate in team training and onboarding
- Monitor system alerts and user activity
- Identify recurring issues and suggest fixes
- Ensure data accuracy in support tickets
- Collaborate with account managers on client needs
- Support product testing for bug verification
- Communicate service outages or delays
- Maintain confidentiality of client information
- Adhere to security and compliance protocols
- Use CRM tools to manage customer interactions
- Meet performance metrics for response and resolution times
Nice to Have
- Experience in real estate technology
- Knowledge of API concepts
- Background in software support
- Familiarity with Salesforce
- Experience with Jira or similar tools
- Previous role in a startup environment
- Understanding of agile workflows
- Exposure to on-call rotations
Benefits
- Health, dental, and vision insurance
- Retirement savings plan with company match
- Paid time off and holidays
- Flexible work schedule options
- Professional development stipend
- Remote work support allowance
- Parental leave policy
- Wellness programs
- Employee assistance program
- Commuter benefits
Compensation
Competitive salary with benefits
Work Arrangement
Hybrid
Team
Collaborative team focused on customer success and product reliability
About the Team
The support team ensures clients can use the platform effectively by providing timely, accurate assistance and advocating for user needs internally.
Growth Opportunities
Team members are encouraged to expand their skills and may progress into senior support, training, or product roles based on performance and interest.
Not available
