Customer Success Associate

4 Walls Inc.•Philadelphia, PA

1d•Remote

About The Position

Respage is hiring a Customer Success Associate for a high-ownership, fast-moving Customer Success role. This is a demanding, accountability-driven position focused on managing a constant flow of client requests. The associate owns the Support Inbox and website/dashboard chat, responding to clients, triaging issues, documenting requests, and driving them to resolution. The role also supports a small portfolio of clients through weekly maintenance and proactive communication, and partners closely with Customer Success Managers to ensure services are fully set up and supported, particularly when new orders arrive. In addition to Customer Success responsibilities, the associate helps create and manage social posts for clients, supports reputation management, and completes special projects with the marketing manager as needed. This is a fully remote position, and candidates must live in Pennsylvania, New Jersey, or Delaware.

Requirements

Strong accountability and initiative, including taking ownership and seeing tasks through to completion.
Ability to thrive in a high-volume, request-driven environment.
Excellent customer-facing written communication skills, particularly over email and chat; communication should be professional, clear, and empathetic.
Strong judgment and problem-solving skills, including the ability to gather facts, diagnose issues, and determine next steps.
Strong organization and time management skills, including prioritizing competing requests and meeting deadlines.
Ability to learn detailed services quickly and explain them clearly to clients.
Comfort using Google Workspace (G Suite) and working daily in Slack, Teamwork Projects, and Teamwork Desk.
Comfort using ChatGPT as an ongoing productivity tool in daily workflows, including drafting, summarizing, organizing, and troubleshooting.

Nice To Haves

Prior experience in Customer Success, Support, or Account Services, especially in a fast-paced environment.
Experience working with property management clients and/or familiarity with PMS systems such as Yardi, RealPage, AppFolio, or similar.
Comfort troubleshooting software workflows and translating issues into clear internal notes.

Responsibilities

Own the daily flow of incoming support emails and client chat messages from Respage’s website and dashboard.
Respond promptly and professionally, gather relevant details, and provide clear next steps.
Triage requests by determining whether they involve user error, a setup gap, a product limitation, or a possible defect, and route them appropriately.
Track requests through completion and provide consistent client updates and follow-through.
Support ongoing maintenance and weekly touchpoints for a small assigned client portfolio.
Maintain appropriate weekly client communication, including check-ins and status updates.
Track open items, requests, and follow-ups, and proactively surface risks, recurring issues, or upcoming needs to the CSM team.
Partner with CSMs to ensure client services are fully set up and launch requirements are met.
Proactively begin assigned work when new orders arrive, ask internal questions early to prevent delays and rework, and maintain accurate documentation.
Research and troubleshoot client issues using available tools, internal documentation, and product context.
Identify and document recurring issues, escalate when needed, and work with technical teams on potential bugs by providing notes, reproduction steps, and impact.
Communicate clearly, calmly, and actionably in writing while managing competing requests and priorities.
Help create and manage social posts for Respage’s clients.
Support reputation management for Respage’s clients.
Complete special projects with the marketing manager as needed.