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Customer Success Specialist 🔥


Brokerkit (https://getbrokerkit.com) is a fast-paced, success-driven, team-oriented SaaS (Software as a Service) company focused on the residential real estate industry. Do you have the ability to thrive in a startup environment? Do you love working with people and technology? We are looking for candidates with an entrepreneurial spark who like working with people, software, and data! Get in on the ground floor and grow your skills as the company grows.

We are currently looking for a Customer Success Specialist to join our Customer Success team to help our customers succeed in using our software. If you are able to learn new technology quickly and love training and coaching people; you might be a good match.

Position Responsibilities

  • Customer Support
    • Respond to customer calls, voicemails and chat requests for software support via our support ticketing system Zendesk while adhering to SLA (Service Level Agreement) metrics
    • Work to understand customer issues (technical, how-to questions, or billing) and resolve them in a timely fashion
    • Escalate technical issues to the engineering team and work with them on a resolution as needed
  • Customer Onboarding
    • Manage and assist new users in onboarding to help them properly configure their software and data to maximize their success with the product
  • Customer Retention
    • Work on initiatives to maximize customer retention and reduce churn
    • Assist with documenting and testing user requests for new features and bugs with the goal of maximizing the value of the product to customers
    • Create/update content (help articles, blog articles, videos) related to product updates, product tutorials, and best practices to maximize customer engagement and success in the product
  • Customer Expansion
    • Assist with customer subscription changes such as upgrades, downgrades, cancelations, and reactivations with a goal of a positive customer NRR (Net Revenue Retention)
  • Various other operational tasks as required such as reporting and data updates

Required Qualifications:

  • Someone who is humble, hungry, and sharp
  • Great communication skills for interaction with end-users
  • A resourceful problem-solver who is able to achieve strong results without a lot of direction
  • Strong technology troubleshooting skills to diagnose issues and help end-users properly configure the product to maximize their outcomes
  • Ability to work during our standard support hours of 9-5 in any US timezone remotely

Preferred Qualifications:

  • Residential real estate industry experience
  • 1-3+ years of experience with customer support or technology implementation
  • Marketing or training content development experience

Role details:

  • The compensation will include a salary of $50,000-$60,000 commensurate with experience
  • This is a contract role with the ability to convert to an employee role later based on consistent achievement of goals and cultural fit

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