Customer Success Specialist Jobs

About Zenlist:

Zenlist makes buying and selling real estate simpler through streamlined collaboration.

We are not a real estate brokerage; We are a technology company that helps real estate agents and brokerages thrive.

We have mastered the art of the remote-work model. Zenlist employees are distributed throughout the US, allowing us to hire and work alongside the best talent while providing employees with the opportunity to efficiently balance work and personal life.

Our culture of inclusivity is built on mutual respect and empathy with an "open door" policy at all levels. We believe that people work their best when treated like adults and given the freedom to express their thoughts and ideas.

About the Job:

This is a full-time, fully remote / work-from-home position

Flexibility for occasional evening and weekend hours will be required.

The anticipated schedule is TBD and may change over time based on changing support needs and varied support hours. Some flexibility is required in this role as we grow with respect to personal commitments.

We’re looking for a high-energy team player eager to help a relatively young startup grow fast and strong. How do we do this? Help ensure our customer experience is unlike any other, offering personal, effective, and empathetic support to our customers (real estate agents) through effective communication, product knowledge, and solutions.

Your day-to-day will consist of:

• Compiling qualitative and quantitative feedback for our product team based on your interactions with customers.
• Working with the Product and Engineering teams to log feature requests and troubleshoot and resolve issues/bugs.
• Hosting personal onboarding (training) sessions virtually to get our customers successfully set up and comfortable on the platform
• Keep organized notes and records as you interact with customers.
• And more!
• Following up with support issues to ensure satisfactory resolution for the customer.
• Supporting customers in a variety of ways using chat messenger, phone, video conference, webinars, etc.
• Partner with the development team to test new features, releases, and bug fixes.
• Being the initial point of contact for all support requests through our help chat system (Intercom) or our support email inbox.

Ideally, this person:

• Is empathetic: You understand how frustrating it can be for a customer if something goes wrong and how it affects their experience with their clients.
• Explores creative solutions: There’s no playbook here yet; you’ll be helping to define it! When a customer has a unique issue or need, you’ll need to put on your thinking cap and figure out the best solution or propose well-thought-out ideas that our product and engineering teams can put into play.
• Is personable: Customers remember your name and end an interaction with you with a smile on their face.
• Owns their mistakes: Nobody’s perfect, and we believe making mistakes is an excellent way to learn something new.
• Is a top-notch communicator: You’ll need to be able to clearly and succinctly explain technical concepts to non-technical users. You can also make polished presentations worthy of showing our biggest customers. You don’t miss a beat in an email. Communication skills are essential.
• Is a little numbers-obsessed: You like tracking things and working toward a goal, and you enjoy diving into metrics to understand where there is room for improvement.
• Is a mentor or teacher at heart: We have adopted the “Teach a man to fish” mentality and train our users on the next right thing, not hand it to them.
• Drives to find the root cause of a problem: We don’t like bandaids. We like doing things right. When there’s a problem, you take the time to understand why it occurred and communicate what needs to happen so it doesn’t happen again.
• Has a robust technical understanding: We don’t expect you to be an engineer or have any official specialized training, but you will need to easily communicate with our engineering and product teams to resolve issues and improve our customers’ experience with Zenlist. You think a little bit like a software engineer, even if you aren’t one.
• Is extremely patient: Some of our customers need a little hand-holding, and that’s what we’re here for!

Ideal Experience:

• Bonus points if you have experience working in a start-up environment, the real estate industry, or real estate tech space!
• Experience with understanding and/or building dashboards that track KPIs and success metrics
• Familiarity with helpdesk-type tools, particularly Intercom
• 2-3 years in a SaaS company, consulting firm, or similar
• 2+ years experience in owning or leading customer relationships