Customer Experience Specialist
About The Position
Most support jobs hand you a script. This one hands you a puzzle. Our customers are operators running real businesses, so their questions are rarely "how do I reset my password?" They're more like "why aren't my follow-ups going out?" or "how do I structure this campaign so it converts?" Answering well means understanding two things at once: how Pete works, and how a real estate deal works. We're hiring a Customer Experience Specialist who can reason through that — someone who treats a tricky ticket as a problem to solve, not a script to recite. You don't need real estate experience; you do need to want to learn it. We teach the domain. We can't teach you how to think. You'll do well here if your instinct when stuck is "figure out why," not "find the canned reply," and if you like a small team where you own your work. As part of the interview, we'll hand you a real support scenario and ask how you'd approach it — we care far more about your thinking than your formatting.
Requirements
- A clear, precise writer — support is mostly writing, and clear writing is clear thinking.
- A real problem-solving instinct, comfortable saying "I don't know yet, but here's how I'll find out."
- Comfortable with software — business tools, basic troubleshooting, and unafraid to dig into settings.
- Self-directed, and at home on a small team that doesn't have a playbook for everything yet.
Nice To Haves
- Prior SaaS or software support experience preferred (rather than retail or call-center).
- Any exposure to real estate investing — wholesaling or fix-and-flip — is a strong plus, but not required.
- Familiarity with help-desk tools like Intercom is a plus.
Responsibilities
- Respond to customer questions across chat, email, phone, and Zoom — diagnosing issues that blend how Pete works with how a real estate deal works.
- Troubleshoot real problems — platform configuration, texting/Twilio setup, and campaign mechanics — and find the why , not just the what .
- Reproduce and clearly document bugs for the dev team, and know when to solve a problem yourself versus when to escalate.
- Help newer customers get up and running successfully through their critical first weeks.
- Spot patterns across tickets and flag recurring pain points, so we fix root causes instead of the same symptom fifty times.
- Keep help docs current so good answers don't get reinvented.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
