Customer Success Specialist

 Brokerkit (https://getbrokerkit.com) is a fast-paced, success-driven, team-oriented SaaS (Software as a Service) company focused on the residential real estate industry. Do you have the ability to thrive in a startup environment? Do you love working with people and technology? We are looking for candidates with entrepreneurial spark who like working with people, software, and data! Get in on the ground floor and grow your skills as the company grows.
 

 



 We are currently looking for a Customer Success Specialist to join our Customer Success team to help our customers succeed in using our software. If you are able to learn new technology quickly and love training and coaching people; you might be a good match.
 

 



 Our company consists of team members who are within the top 1% in talent and performance. If you feel you can deliver this same level of excellence, we encourage you to apply.
 

 



 Position Responsibilities

 



 
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 Onboarding
  

   
Manage 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 Expansion
  

   
Identify 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


 

 



 Candidates need to align with our core values:
 

 



 
Services the customer above all else
 
Does the right thing - even when it hurts
 
Hungry for achievement
 
Coachable team player
 
Innovative problem solver


 Required Qualifications:

 



 
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


 

 



 Preferred Qualifications:

 



 
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


 

 



 What We Offer:

 



 
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


 

 



 Application Process:

 



 
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.