Product Support Specialist (Remote)
$60,000–$70,000 year
RemoteUnited States or Canada
Job Summary
Monitor the support inbox and optimize workflows to drive down response time while communicating with customers via phone, email, chat, and video calls. Own CSAT scores by connecting with unsatisfied customers to provide solutions and monitor incoming reviews to improve the customer experience. Troubleshoot issues users face and provide recommended solutions to the product development team, while assisting new customers with platform transitions, training, and coaching. Ensure self-serve resources remain current and assist with testing newly released features to develop training materials. Join daily stand-ups to share priorities and roadblocks. This role supports InvestNext's mission to democratize real estate investing for all.
Required Qualifications
- 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
- A willingness to troubleshoot ambiguous issues
- An ability to connect empathetically
- Adaptability to a growing business
- Take ownership of your work
- Have opportunities to help shape the team, product, and company
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