Product Support Specialist (Fintech)

TL;DR

Product Support Specialist (SaaS/Fintech): Managing customer support operations and technical troubleshooting for a real estate investment management platform with an accent on reducing response times and improving CSAT. Focus on resolving ambiguous technical issues, onboarding new customers, and collaborating with product teams to improve software features.

Location: Remote (Must be based in the US or Canada)

Salary: $60,000 – $70,000 per year

Company

A connected real estate investment management platform dedicated to democratizing real estate investing for all.

What you will do

• Monitor support inbox and optimize workflows to drive down response times.
• Communicate with customers via phone, email, chat, and video calls to resolve inquiries.
• Own CSAT scores and follow up with unsatisfied customers to provide solutions.
• Troubleshoot user issues and provide recommended solutions to the product development team.
• Assist new customers with platform transition, including training and coaching.
• Test newly released features and develop supporting training materials.

Requirements

• 2+ years of customer support experience in a SaaS environment.
• Must be based in the US or Canada.
• Proficiency in support tools like Zendesk, Intercom, Salesforce, or similar systems.
• Strong analytical and problem-solving skills for troubleshooting ambiguous or complex issues.
• Ability to communicate effectively across various digital channels.

Culture & Benefits

• Robust 99% employer-paid medical, dental, and vision insurance.
• 401k with 100% employer match up to 4% of annual salary.
• Uncapped paid time off with a required minimum to prevent burnout.
• Generous monthly allowance for wellness and remote work.
• 16 weeks of paid parental leave and 11 company-wide holidays.
• Equity grants for all employees to foster a culture of ownership.