Customer Success Associate

4 Walls Inc.•Philadelphia, PA

2d•Remote

About The Position

Respage is hiring a Customer Success Associate for a high-ownership, fast-moving role at the center of our client experience. This is not “light support.” You’ll run point on incoming client requests, keep issues moving toward resolution, and communicate clearly and confidently with clients every day. This role is designed as a strong stepping stone to becoming a Customer Success Manager. You’ll build the habits, product knowledge, client judgment, and account-management foundation needed to grow into broader client ownership over time. Success in the role comes from consistency, accountability, responsiveness, clear communication, and a demonstrated ability to learn quickly—absorbing feedback and product knowledge, then working with increasing independence while remaining a strong teammate. You’ll own our Support Inbox and chat channels, help maintain a small client portfolio, and partner closely with Customer Success Managers (CSMs) on launches and ongoing success. If you thrive in a high-volume environment, take pride in following through, and naturally look for the next step needed to get something done, you’ll do well here.

Requirements

Must live in the Greater Philadelphia area for periodic team meetings.
You take ownership and follow through without needing reminders.
Responsiveness is second nature; you understand that timely communication matters.
You are comfortable in a high-volume queue where priorities shift quickly.
Strong written communication across email and chat: clear, professional, and empathetic.
Good judgment: you can gather facts quickly and determine the appropriate next step.
Strong organization and time management with competing deadlines.
You learn quickly, retain what you learn, and apply it with increasing independence.
You can explain technical workflows simply and clearly.
You work well independently while actively collaborating with a team.
Comfortable working daily in Google Workspace, Slack, Teamwork Projects/Desk, Zoho, and ChatGPT.

Nice To Haves

Customer Success, Support, or Account Services experience in a fast-paced environment.
Multifamily experience or familiarity with property-management systems such as Yardi, RealPage, or AppFolio.
Experience troubleshooting software workflows and writing strong internal notes.

Responsibilities

Own the Support Inbox + Client Chat: Manage daily incoming requests from support email and chat channels. Respond promptly, gather the right details, and set clear expectations with clients. Triage requests: how-to question, setup gap, product limitation, or possible bug. Route work to the right team with clear, actionable notes. Track requests through completion and keep clients informed until resolution.
Support a Small Client Portfolio: Own weekly maintenance support and follow-ups for assigned accounts. Maintain an appropriate communication cadence through status updates and check-ins. Track open items carefully so nothing slips through the cracks. Surface risks, recurring issues, and upcoming client needs to the CSM team early. Build the reliable client-management habits that prepare you for future CSM ownership.
Assist With Setup + New Orders: Partner with CSMs to make sure services are fully set up and launch-ready. Jump into new orders quickly—without waiting to be told. Ask smart internal questions early to prevent delays and rework. Document work clearly so internal teams can act quickly and clients receive consistent answers.
Investigate Issues + Help Solve Problems: Troubleshoot using internal tools, documentation, and product knowledge. Identify patterns, document findings, and escalate issues with strong context. When something may be a defect, provide clear reproduction steps, client impact, and relevant details. Learn from each issue and apply that knowledge independently to future requests.
Communicate Like a Pro + Execute With Discipline: Write client-facing messages that are calm, clear, empathetic, and action-oriented. Manage multiple requests at once with excellent organization and prioritization. Be highly responsive—timely acknowledgement and proactive updates are essential to the client experience. Operate with a “finish the job” mindset: own outcomes, not just replies. Build trust through consistency, accountability, and dependable follow-through.