Job Description
Position Summary
As an Affordable Housing Customer Support Specialist, you will play a key role in ensuring the success of our customers, with a focus on the unique needs of affordable housing clients. You'll assist customers with product inquiries, address their concerns, and help them navigate compliance requirements, ensuring a seamless experience. You will also collaborate with the sales team to demonstrate our affordable housing solutions to potential clients, highlighting the features and value of the product.
Additionally, you'll support the implementation of new clients in the affordable housing sector, ensuring a smooth onboarding process that addresses their specific needs. By working closely with the Product team, you'll share feedback and insights related to affordable housing, contributing to ongoing product improvements. You will also strive to meet department goals and initiatives that help scale the company while delivering exceptional, knowledgeable support.
To succeed in this role, you should be a strong communicator, well-organized, and a proactive self-starter who can earn the trust of our customers and colleagues alike.
Key Responsibilities:
Build and maintain strong relationships with customers and key stakeholders, serving as the main point of contact for affordable housing-related inquiries.
Provide first-line support to customers via phone, email, and tutorials, addressing questions and troubleshooting issues related to affordable housing.
Work alongside the sales team to assist with product demonstrations for potential clients, emphasizing the benefits and features tailored to affordable housing.
Support the implementation of new clients in the affordable housing sector, ensuring a smooth onboarding process while addressing compliance and operational needs.
Collaborate with the Product team to gather customer feedback, suggest improvements, and escalate unresolved issues to ensure timely responses.
Create and update training materials, help center content, and internal documentation to optimize customer success processes.
Educate customers on how to navigate the solution and maximize its features, providing workarounds when product challenges arise.
Capture and communicate customer insights to internal teams, helping drive continuous product and process improvements.
Collaborate with cross-functional teams to support company growth, and remain flexible to assist with other Customer Success initiatives as needed.
Qualifications:
5+ years of experience in affordable housing, with direct on-site property management experience required.
A Bachelor's degree or equivalent experience is preferred.
Strong multitasking abilities and the ability to prioritize effectively.
Patience and resilience when managing complex or challenging situations.
Ability to present information clearly to diverse audiences while staying calm under pressure.
Familiarity with help desk software and remote support tools.
Excellent communication, problem-solving, and time-management skills.
A proactive, results-oriented mindset with the ability to work collaboratively in a team.
Travel Requirements:
10-20% travel may be required for customer training, events, and/or strategic in-person meetings.
The Experience:
We are building something different and extraordinary. You'll be part of a dynamic, fast-paced environment where you'll be challenged to find innovative solutions to complex problems. With a team that pushes you to achieve your best and achieve more than you thought possible, this is the place for those who believe in their abilities and enjoy working with exceptional people.
Equal Opportunity Employer:
We are committed to providing equal employment opportunities. We recruit, hire, train, promote, and compensate employees based on factors such as work quality, behavior, training, and experience. In compliance with local, state, and federal laws, we provide equal employment opportunities without regard to race, color, creed, national origin, protected age category, gender, sexual orientation, religion, marital status, military status, or physical or mental disability of any individual who is otherwise qualified.
Employment Type: Full-Time
Salary: $ 38,000.00 84,000.00 Per Year
Job Tags
Full time, Local area, Remote job, Flexible hours,