Customer Support Rep II

 *We are currently hiring exclusively in Latin America for this position.*


 



 🚀 Want to join a team of A players in an exciting, high-growth, entrepreneurial environment?


 



 We’re a small team solving big problems in the property management industry. Bootstrapped since 2013, we're passionate about helping small businesses simplify growth and streamline operations, providing the leading CRM in our space.


 



 The long version of our story: Back when web 2.0 was a thing (get off my lawn!) LeadSimple’s founders started a lead generation business connecting landlords with property management companies. Witnessing the challenges lead buyers had closing deals led into a natural segue to build out an industry-specific CRM which became the de-facto industry standard. Fast forward to 2020 when we released a process/workflow suite to move from the sales side of our clients business into the heart of day-to-day operations. The market was hungry and responded aggressively to the new direction, which led us to double down with growth and additional product expansion.
 

 



 

 Role Summary
 

 



 The mission of the Customer Support Rep II is to assist customers by providing advanced technical support on issues escalated by the Customer Support Rep I team. The focus is to troubleshoot and resolve complex issues to increase customers’ interaction with the product to improve full adoption.


 

 Expectations for your first 90 days:
 

 



 
Confidence in handling customer issues independently by 90 days. The expectation is that 75% of tickets can be handled autonomously. 
 
CSR will respond to customer inquiries and own the outcome. No one will know everything, but the CSR needs to be able to handle the majority of customer issues autonomously. 
 
Equal contributor of workload responsibilities. Reps must handle an equal amount of work dispersed amongst the team. As an example, if we have 4 reps and a manager, you would be expected to work 25% of the ticket load for the week. 
 
We are a small team, and in order for our team to run efficiently everyone needs to pull their share of the workload. The expectation is that the CSR will handle an equal amount of work as the other CSR members, excluding managers. We expect each team member to update or write at least one help article per month. 
 
Customer Obsession - Maintain high CSAT Score of 94.0%
 
Our core value of customer obsession is paramount at LeadSimple. We expect a CSAT score of 94%.




 

 A day in the life of…
 

 



 
Customer-Centric Approach: Cultivates strong and enduring relationships with clients across all levels through professional communication, fostering loyalty.
 
Problem Resolution Proficiency: Demonstrates adeptness in addressing client inquiries and concerns with the utmost professionalism, respect, and courtesy.
 
Consultative Expertise: Possesses a deep understanding of LeadSimple's capabilities, effectively communicating this to clients in an engaging manner for accurate internal handoffs.
 
Coachability and Continuous Improvement: Open to feedback and guidance, actively seeking opportunities to enhance skills and knowledge for role advancement.




 

 Perks:
 

 



 
8 Company Holidays + Week off at Christmas
 
6 weeks Paid Time Off (5 weeks Vacation, 1 week Sick)
 
1 Volunteer day with the organization of your choice
 
Birthday lunch on us 🎂
 
Monthly Healthcare Allowance
 
Monthly WFH Allowance
 
Yearly Vacation Allowance
 
Fun and outcome driven work environment with a smart, hard working team
 
Location independence
 
Mission driven company and values-based culture




 

 Please only apply if you:
 

 



 
Are proficient in troubleshooting Tier 2 support issues and effectively communicating with technical teams.
 
Embrace learning new technology 
 
Learn fast
 
Communicate crisply
 
Proactively seek solutions
 
Own the outcome
 
Embody emotional maturity
 
Bring an optimistic “can do” attitude
 
Supply your own internet and smartphone
 
2-5 years of experience
 
Have B2B SaaS experience (preferred)




 



 We have an amazing team of A Players and we’re ready to add more! Selected candidates might have written assessments and multiple interviews with different people. We’ll do whatever it takes to get the right person in the right seat.


 



 If you think you would thrive in the above environment and make an impact for our customers, we’d love to talk to you!


 



 **NOTE: We are only accepting applications outside of the US in North America time zones.


 



 

 In summary...
 

 



 



 You can do it in an office


 You can do it from home


 We really don’t care


 As long as it’s known 👇


 



 What matters is this…


 When the chips are down


 And your back is against the wall


 Can we count on you to make the right call?


 



 Judgment, intuition, or care by another name


 We call it “Owning The Outcome” - because it really is the whole game


 Have the customers back, and they will treat you the same


 



 If you can do that


 Then we’re birds of the same feather


 So come join our team and we’ll make music together.