Product Support Specialist
Description
Simply put, syndication is when a group of people comes together to buy a real estate property. At InvestNext, we believe that syndications have the potential to shift the power and ownership of properties in every neighborhood into the hands of individuals and create more prosperous local communities
Our mission is to democratize real estate investing by providing a software platform that takes the frustration and manual work out of raising capital and managing investments, allowing syndicates to focus on what matters most.
InvestNext is seeking a Customer Support Specialist to join a small team responsible for our customers’ experience. The core focus of this role will be primary service delivery through chat and email, as well as video calls. Additionally, you will be responsible for individual and collaborative projects that help maintain a high standard of customer satisfaction and product adoption as our base of customers continues to grow rapidly.
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.
Requirements
- 2+ years experience in a digital customer-facing role
- Monitor the customer support inbox and optimize workflows to drive down response time
- Own CSAT scores, connecting with unsatisfied customers to provide a solution.
- Monitor and own incoming customer reviews
- 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
Benefits
- Unlimited PTO with mandatory minimums
- 8 paid holidays
- Flexible working arrangements (remote team)
- Co-working space allowance
- Employee stock options
- Computer of choice
- Generous health plan for you and your family
- 401(k) plan
Salary Range: $50,000-$65,000 DOE