Headquarters: Denver, CO
URL: https://getbrokerkit.com/home/
Assist and coach our residential real estate broker customers in better marketing their firm to prospective agents and engaging their current agents to help them improve their agent recruiting and retention to accelerate their growth of their brokerage
Customer Support
Respond to customer calls, voicemails and chat requests for software support via our support ticketing system Zendesk while adhering to SLA (Service Level Agreement) metrics
Work to understand customer issues (how-to questions, billing or technical) and resolve them in a timely fashion
Escalate technical issues to the engineering team and work with them on a resolution as needed
Customer OnboardingManage and assist new users in onboarding to help them properly configure their software and data to maximize their success with the product
Customer Retention
Assist with documenting and testing user requests for new features and bugs with the goal of maximizing the value of the product to customers
Create/update content (help articles, blog articles, videos) related to product updates, product tutorials, and best practices to maximize customer engagement and success in the product
Work on initiatives to maximize customer retention and reduce churn
Customer ExpansionIdentify customer needs which could be met with other product solutions and refer them to the sales team to follow up on
Various other operational tasks as required such as reporting and data updates
Services the customer above all else
Does the right thing – even when it hurts
Hungry for achievement
Coachable team player
Innovative problem solver
Great communication skills for interaction with end-users
Patient in working with users to assist them with implementing technology who could be at different proficiency levels with technology
A resourceful problem-solver who is able to achieve strong results without a lot of direction
Strong technology troubleshooting skills to diagnose issues and help end-users properly configure the product to maximize their outcomes
Good with data and spreadsheets to help customers with loading data which is one of the more complex parts of onboarding our customers
Ability to work during our standard support hours of 9-5 or 8-4 in any US timezone remotely
Residential real estate industry experience
1-3+ years of experience with customer support or technology implementation
Marketing experience
Coaching/Training and coaching/training content development experience
The on target earnings for this role are $90,000 which includes a $60k base and $30k bonus based on the achievement of customer survey, user engagement, and net revenue retention goals
This is a contract role with the ability to convert to an employee role later based on consistent achievement of goals and cultural fit
This is a remote position and you can work from anywhere in North America. You will need to have a good home office setup including reliable internet and phone service as well as a current computer to run our largely web-based applications
In the location to attach a cover letter in the application form, please add a link to a 1-minute video overview of why you feel you are a good fit for the role and mention the word Brokerkit in the first 10 seconds of the video.
To apply: https://weworkremotely.com/remote-jobs/brokerkit-customer-success-specialist
