Customer Success Associate

🕒 April 1

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Findigs, Inc.

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏠 Real Estate

☁️ SaaS

🔐 Security

💰 $12.7M Venture Round on 2021-08

Real Estate • SaaS • Security

Findigs, Inc. is a comprehensive all-in-one renting platform designed to streamline the rental process from application to approval. Their system features include full-service applicant screening, fraud protection, identity verification, income verification, and document analysis. The platform is built for property managers overseeing single-family, multifamily, affordable housing, and student housing rentals. By leveraging advanced technology, such as AI-powered document analysis and custom rules engines, Findigs enhances fairness, protection, and speed in the renting process. The platform aims to eliminate fraud and bias, ensuring transparent and secure rental decisions while providing unrivaled efficiency in tenant approval.

📋 Description

• Serve as the escalation point for our SMB customers, managing inbound inquiries via email, chat, and phone. • Triage, troubleshoot, and resolve customer issues, documenting and escalating technical bugs to our Engineering team with clear and concise tickets. • Conduct periodic, proactive client outreach to ensure ongoing engagement, monitor product usage, and share best practices. • Become a product expert and contribute to our customer-facing Knowledge Base, creating articles, tutorials, and guides that empower users and enable self-service. • Serve as the voice of the customer, translating their feedback into actionable insights for our Product and Engineering teams to drive product improvement. • Collaborate with the Implementation team to ensure a seamless post-sale handoff and onboarding experience for new clients. • Monitor customer health to proactively identify and address potential issues, driving platform adoption and mitigating churn. • Identify potential upsell and cross-sell opportunities. • Contribute to the continuous improvement of our customer success processes, tools, and playbooks. • Maintain accurate client documentation, including training records, escalations, and engagement history

🎯 Requirements

• 1+ years of experience in a customer-facing role (e.g., Customer Support, Customer Success, Account Management), preferably in a B2B SaaS environment. • Bachelor’s degree or equivalent practical experience. • Exceptional written and verbal communication skills, with a knack for clear, empathetic, and efficient correspondence. • A high degree of technical aptitude and the ability to learn new software quickly. • Experience with customer support platforms (e.g., Zendesk, Intercom, Jira) and/or CRMs (e.g., HubSpot, Salesforce). • Strong problem-solving skills and the ability to navigate ambiguous customer situations. • Willingness to embrace the unstructured, fast-paced environment of a high-growth startup.

🏖️ Benefits

• Location: We operate on a hybrid schedule (3-4x times in-office per week), with in-office days at our newly renovated NoHo office. • Mission-Driven Culture: A collaborative, high-impact workplace where we challenge each other to grow, innovate, and drive meaningful change. • Competitive Compensation: Competitive OTE + Pre-IPO equity. • Generous Time Off: We trust our team to manage their own time and workload. That's why we offer a flexible Paid Time Off (PTO) policy, allowing you to take the time you need to rest and recharge. We also observe all company holidays. • Wellness Perks: Health benefits, 401(k) matching up to 4%, monthly gym stipend, and lunch provided every day.