Product Support Specialist

🔥 1 hour ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $60k - $70k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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InvestNext

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

💳 Fintech

🏠 Real Estate

💸 Finance

💰 $4.3M Seed Round on 2021-10

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.

📋 Description

• Monitor the support inbox and optimize workflows to drive down response time • Communicate with customers via phone, email, chat, and video calls, selecting the best method for their needs • Own CSAT scores and connect with unsatisfied customers to provide solutions • Monitor and own incoming customer reviews, following up where needed to improve customer experience • Join team stand-ups to share priorities and roadblocks • Troubleshoot user issues and provide recommended solutions to the product development team • Assist new customers with transitioning onto the platform, including training and coaching • Monitor and maintain self-serve customer resources, including support articles and videos • Assist with testing newly released features and developing training materials to promote customer usage

🎯 Requirements

• 2+ years of customer support experience in a SaaS environment • Effective communication across chat, email, phone, and video calls • Troubleshooting ambiguous or complex issues using analytical and problem-solving skills • Proficiency with support tools and platforms such as Zendesk, Intercom, Salesforce, or similar systems • Ability to manage support workflows to improve response times • Self-motivated and eager to learn • Ability to adapt quickly 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 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 • Equity grant