Job Description
POSITION SUMMARY
As the Affordable Customer Support Specialist, you will be an essential part of helping our customers succeed, with a focus on supporting those in Affordable Housing. Your role will involve assisting customers with product inquiries, comments, and concerns specific to affordable housing needs, guiding them through compliance requirements, and troubleshooting issues as they arise. You'll also play a key role in supporting the sales team by demonstrating the affordable housing product to potential clients, showcasing its features and benefits. Additionally, you will help implement new clients in the Affordable Housing sector, ensuring a smooth and efficient onboarding process and addressing any specific needs related to affordable housing.
Collaboration is key in this role, as you will work closely with the Product team to provide feedback and suggest ideas that enhance the product and better serve our clients. You will also be focused on meeting department goals and contributing to the company's growth by delivering responsive, knowledgeable support to customers. To thrive in this position, you should be an excellent communicator who can earn the trust of customers, highly organized, and a self-starter who enjoys working independently.
WHAT YOU'LL BE DOING:
Build strong relationships with customers and key stakeholders, serving as the main point of contact for Affordable Housing-related needs.
Provide first-line support via phone, email, and tutorials, helping customers troubleshoot issues and providing expert guidance.
Support the Sales team in delivering product demonstrations, highlighting features and benefits specific to Affordable Housing.
Help onboard new clients in the Affordable Housing sector, ensuring a smooth experience that addresses compliance and operational workflows.
Collaborate with the Product team to collect customer feedback, suggest improvements, and escalate unresolved issues for timely responses.
Develop and update training materials, help center content, and internal knowledge bases to optimize customer success and improve existing processes.
Educate customers on how to maximize product features, offering workarounds when issues arise and ensuring they get the most out of the solution.
Capture the voice of the customer and share insights with internal teams to drive continuous improvement in the product and customer experience.
Work with cross-functional teams to support company growth, remaining flexible to take on other Customer Success roles and initiatives as needed.
WHO YOU ARE:
You bring 5+ years of experience in Affordable Housing, with direct experience in property management.
You hold a Bachelor's degree or have comparable experience.
You have strong multitasking abilities and can manage a variety of tasks efficiently.
You maintain patience and resilience when handling complex or challenging cases.
You are skilled at presenting information effectively to diverse audiences, staying calm under pressure.
You are familiar with help desk software and remote support tools.
You have excellent communication, problem-solving, and deadline management skills.
You have a proactive, results-driven approach and can work effectively within a team.
TRAVEL REQUIREMENTS
Expect up to 10-20% travel for customer training, events, and/or strategic in-person meetings.
OUR WORK CULTURE
We're creating a unique kind of workplace where you will be challenged to innovate, solve complex problems, and accomplish more than you ever imagined. If you enjoy a challenge, value personal growth, and thrive in a team-oriented environment, you'll be right at home with us.
We believe in hiring, training, and promoting individuals based on work quality, behavior, experience, and skills. We are an equal opportunity employer, committed to providing equal employment opportunities to all qualified individuals, regardless of race, color, gender, age, sexual orientation, disability, or any other protected status, in accordance with applicable laws.
Employment Type: Full-Time
Salary: $ 39,000.00 82,000.00 Per Year
Job Tags
Full time, Remote job, Flexible hours,