Associate Product Support Specialist

Buildout

127d • $48,000 - $55,000

About The Position

Buildout is a family of CRE software products and services that help the best brokers to find, win, market, and transact properties to maximize their deal efforts and maximize wins. Our core belief is that successful commercial real estate is broker-led, but tech-enabled. That we play a critical role in maximizing the brokers time to focus on what they do best. As a result, Buildout has become the not-so-secret weapon for more than 150,000+ brokers and investors. Ultimately, we exist to serve the entire CRE industry and because of that unwavering focus, all the best brokers use Buildout. Learn more about who we are, what we do, and why we’re changing the face of CRE tech on our website: https://buildout.com/. Our Product Support team takes great pride in providing our customers timely, efficient, and thorough assistance. As a member of the Product Support team focused on our native products, you will troubleshoot and analyze customer emails and live chats to provide them with an effortless customer experience. You should be driven to help customers and have the curiosity to dive deep into an ever-changing product to learn it inside and out. Providing a Buildout Quality customer experience requires empathy, initiative, and a growth mindset.

Requirements

• Experience working in a customer-facing role and strong passion for making customers successful.
• Excellent written and verbal communication skills with the ability to explain complex topics simply.
• Solutions-oriented with the motivation to find issues and take initiative to resolve them.
• Strong time management and organization skills with the ability to manage and prioritize varied customer requests.
• Adept at leveraging AI tools and methodologies for innovative problem-solving and enhanced decision-making.
• Desire to learn and grow on the Product Support team.

Nice To Haves

• Experience supporting SaaS products.
• Experience with Jira, Intercom, or other customer support tools.
• Experience working in a technical support role.

Responsibilities

• Deliver an exceptional customer experience through one-on-one interactions in the support email queue, live chat sessions, or phone calls.
• Decide the most helpful method of communication for the customer based on their specific needs.
• Collaborate with other departments including Product and Development to resolve and escalate issues.
• Educate and empower customers to become more comfortable using the platform.
• Contribute to Help Center documentation and proactively look for ways to improve processes.
• Actively listen to customers to provide solutions that address their root problems.

Benefits

• 100% coverage of employee dental and vision insurance premiums.
• HSA seed, company-paid STD, LTD, life insurance, and telemedicine.
• Wellness benefit of $400/year.
• Flexible PTO and 14 paid company holidays.
• Paid parental leave and give back days.
• 401(k) with 4% company match and immediate vesting.
• Monthly remote work reimbursement ($600/year).
• Annual in-person company kickoff.
• Supportive team invested in your growth and development.
• A quirky culture where you’re encouraged to bring your whole self to work.

What This Job Offers

• Job Type: Full-time
• Number of Employees: 101-250 employees