Support Specialist

This is a fully remote position, open to applicants in California, +12 more states.

📋 Description

• Ticket Triage & Queue Management: You will act as the primary point of contact for all incoming support tickets from operators, vendors, and internal teams.

• Issue Escalation & Cross-Functional Communication: You’ll work closely with the Implementation and Product teams by recognizing trends, escalating bugs, and documenting recurring issues with detailed, contextual summaries.

• Onboarding & Data Integrity: You’ll play a vital role in onboarding new customers by supporting the Implementation team with essential tasks.

• Product Configuration Support: This position requires expertise to assist with tasks such as creating document templates, establishing contract signature blocks, and configuring requirements.

• Documentation Support: You’ll enhance and maintain our resource library by creating clear, user-friendly documentation and process guides.

• Generalist Responsibilities: This role is inherently adaptable, engaging in a variety of tasks as they arise.

⛳️ Requirements

• A solid technical aptitude with demonstrated experience in software support or customer service in a fast-paced, tech-oriented environment.

• A “measure twice, cut once” approach, ensuring your work is highly accurate.

• Knowledge of the multifamily domain and familiarity with the dynamics between operators and suppliers.

• Approximately 2+ years of experience is a good guideline, though not a strict requirement.

• Outstanding problem-solving abilities with a knack for diagnosing and resolving technical issues efficiently and accurately.

• Excellent written and verbal communication skills, adept at converting complex technical concepts into straightforward guidance for customers.

• Experience in technical documentation and the development of client-facing materials.

• Familiarity with helpdesk systems and project management tools, such as Notion, Zendesk, etc.

• Strong organizational skills and meticulous attention to detail.

• Capacity to manage multiple tasks and projects concurrently while upholding high standards of accuracy and quality.

• An entrepreneurial, generalist mindset with a readiness to take initiative and assume complete ownership of projects in a startup environment.

🏝️ Benefits

• A collaborative remote-first work environment with a highly passionate and skilled team.

• Trust falls are part of our culture.

• We believe it’s important to care about our well-being at work - we value each individual and are motivated by the prospect of understanding our colleagues on a deeper level.

• Our leadership philosophy emphasizes open communication.

• We maintain transparency regarding company goals and opportunities.