Customer Support & Implementation Specialist - Nationwide US

Pure Employment LLC• Remote, US,

16h•$77,000 - $82,000•Onsite

About The Position

We are building a property management software platform built to streamline operations for property managers and their teams. As a Customer Support & Implementation Specialist, your core focus is day-to-day support and platform configuration for users across our offices. You'll be the person users rely on to stay productive and get unblocked when things don't go as planned. When issues arise that require escalation, you'll serve as a clear, informed bridge between users and the product team. You’ll also play a supporting role in onboarding and training activities to help new offices and users get up and running.

Requirements

Customer-first mindset: you lead with patience and empathy, even when conversations are complicated.
Clear communicator: able to explain technical concepts in plain language and write documentation that users of varying technical levels can actually use.
Comfortable with software: you pick up new tools quickly and aren’t intimidated by learning or administering a technical product.
Detail-oriented and organized: user configs, open tickets, and documentation gaps don’t fall through the cracks when you’re owning them.
Collaborative: you work closely with product and engineering, translating user pain into actionable feedback.

Nice To Haves

Experience writing support documentation, FAQs, or knowledge base articles for a software product, including building or maintaining a self-service resource library.
Hands-on experience with user administration, including managing accounts, roles, and permissions within a software platform.
Familiarity with a ticketing or CRM system (e.g., Jira Service Management).
Experience working alongside a product or engineering team with bug reporting and feature request workflows
Background in property management operations, real estate, or related software is a strong plus.
1–4 years in a customer support, implementation, or client success role for a SaaS product.

Responsibilities

Participate in onboarding sessions for new offices, supporting teams through initial setup, workflows, and best practices to get them productive quickly.
Develop and maintain documentation materials, like written guides, walkthroughs, and other resources, that are tailored to different roles and use cases, contributing to a growing knowledge base that supports onboarding and ongoing self-service.
Follow up with newly onboarded offices to ensure adoption, address early questions, flag recurring issues, and identify patterns that inform documentation or process improvements
Manage user accounts (provisioning, deprovisioning, role assignments, and permissions) as offices are onboarded or staffing changes occur.
Configure system settings and workflows to match each office's operational needs, ensuring the platform is set up for success from day one.
Respond to inbound support requests via email, chat, and/or ticketing system, guiding users to solutions, documentation, or training resources.
Identify, document, and escalate bugs with clear reproduction steps; submit well-formed feature requests capturing user context and business impact.
Maintain clear ownership of open tickets, following up with users on status, resolutions, and next steps until issues are fully resolved.
Contribute to and maintain internal knowledge base articles, FAQs, and support documentation as you identify recurring patterns.