Product Support Specialist

2 days ago

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InvestNext

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Fintech • Real Estate • Finance

InvestNext is a platform that provides essential tools for general partners (GPs) and investor relations teams involved in real estate investing. It offers integrated solutions that enable efficient capital raising, investor management, and industry compliance. The platform facilitates a seamless experience for investors through features like automated distributions, investor portals, CRM functionalities, and secure KYC/AML verification. InvestNext enhances the real estate investment process by offering a comprehensive suite of services that streamline operations, improve investor interactions, and ensure compliance with regulatory standards. Its robust architecture aids GPs in managing capital, fostering strong investor relationships, and optimizing investment processes with ease and security.

11 - 50 employees

Founded 2016

💳 Fintech

🏠 Real Estate

💸 Finance

💰 $4.3M Seed Round on 2021-10

📋 Description

• Monitor the support inbox and optimize workflows to drive down response time • Communicate with customers via phone, email, chat, and video calls, determining the best method based on their needs • Own CSAT scores, connecting with unsatisfied customers to provide a solution • Monitor and own incoming customer reviews, following up where needed to improve a customer's experience • 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

🎯 Requirements

• 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 • Proficient in support tools and platforms like Zendesk, Intercom, Salesforce, or similar systems, and can effectively manage workflows to improve response times • Self-motivated and eager to learn, quickly adapting to new tools, technologies, and the evolving demands of a growing company

🏖️ Benefits

• Fully remote work, within the US and Canada • Robust 99% employer-paid medical, dental, and vision insurance • 401k with 100% employer match, up to 4% of your annual salary • Generous monthly allowance to support your wellness and remote work • Uncapped paid time off, with a required minimum to support our team’s work-life balance and help avoid burnout • 11 company-wide holidays per year • 16 weeks of paid parental leave • Travel to spend time with the team, including company-wide offsites • Laptop of choice