Customer Support Specialist

JOB DETAILS

Job Title: Customer Support Specialist
Reports To: Founders / Leadership Team
Work Shift: Eastern Time
Working Hours: Full-Time 40 hours per week; MondayFriday 9:00 AM5:00 PM ET

Job Description

We are seeking a dependable and detail-oriented Customer Support Specialist to provide day-to-day support for a growing property-management software company.

The platform is used by property owners and managers to handle online rent collection maintenance property accounting and other property-management activities. The company currently supports several hundred customers and approximately 15000 active tenants.

Most inquiries come from landlord and property-manager customers although the specialist will also assist tenants who use the platform to make payments and complete other account activities.

The primary responsibility of this role is to manage straightforward and moderately complex customer inquiries through Front the companys collaborative support inbox. Common requests include payment questions password resets email changes account-access issues and general questions about using the platform.

Support is primarily provided through email. Some text messages may also be routed through Front. The role does not currently require phone or live-chat support.

The specialist will also assist with customer onboarding. This includes reviewing information submitted by new customers creating accounts entering business details and completing the established setup steps required to prepare an account for use.

This is an individual-contributor position rather than a team-lead or management role. The immediate need is for someone who can work directly in the support queue complete onboarding tasks keep the inbox organized and reduce the amount of routine support work currently handled by the founders.

The successful candidate will be comfortable working from documented procedures investigating issues independently preparing accurate responses and escalating questions when the correct resolution is unclear. Strong English comprehension is essential because training will be provided through live conversations recordings and written instructions.

Key Responsibilities

Email and Text Support

• Manage incoming customer inquiries through Front.

• Respond primarily through email with occasional text-based inquiries managed through the same platform.

• Support property owners property managers and tenants using the software.

• Provide clear accurate and professional written responses.

• Assist customers with straightforward and moderately complex support requests.

• Maintain a patient and solution-oriented tone.

• Adapt explanations to customers with different levels of technical familiarity.

• Ensure customers understand the next step before closing or escalating an inquiry.

• Follow up when additional information or action is required.

• Avoid allowing unanswered or unresolved inquiries to remain unattended.

Account Access and Profile Support

• Assist customers with password resets and account-access concerns.

• Support requests involving email-address or profile-information changes.

• Verify that sufficient information has been provided before requesting or completing an account change.

• Follow established privacy and account-security procedures.

• Document account changes and relevant customer communication.

• Escalate requests that involve unclear authorization sensitive data or unusual account activity.

• Confirm when an account update has been completed successfully.

Payment Inquiry Support

• Investigate common questions involving rent payments and platform transactions.

• Look up available payment and account information in the appropriate internal systems.

• Help customers understand payment status processing and next steps.

• Gather relevant transaction details before escalating an issue.

• Distinguish routine payment questions from issues requiring founder technical or payment-partner involvement.

• Provide accurate updates without making unsupported assumptions.

• Maintain careful documentation of payment-related inquiries.

• Handle financial and customer information responsibly.

Product and Platform Support

• Answer common questions regarding the software and its standard workflows.

• Help landlord customers and tenants locate information and complete basic actions.

• Follow established troubleshooting steps for routine platform concerns.

• Review available account information before responding.

• Reproduce or clearly document an issue when appropriate.

• Gather screenshots examples and contextual information needed for escalation.

• Explain product steps in clear non-technical language.

• Identify recurring product questions and bring them to the founders attention.

Support Inbox Management

• Review and organize the shared support inbox throughout the workday.

• Categorize prioritize assign and maintain accurate statuses for customer conversations.

• Resolve straightforward inquiries independently.

• Draft responses for review when the appropriate answer is not yet fully known.

• Escalate conversations requiring founder technical or specialist input.

• Keep open conversations visible and organized.

• Follow up on aging or unresolved inquiries.

• Reduce unnecessary clutter and prevent requests from being overlooked.

• Maintain sufficient notes so another team member can understand and continue an inquiry.

Customer Onboarding

• Support the onboarding of new property-management customers.

• Review customer business information submitted through onboarding forms.

• Create customer accounts using the approved setup process.

• Enter company property contact and other required information accurately.

• Complete the administrative steps required to prepare accounts for use.

• Verify that required onboarding information has been received.

• Follow up when customer information is missing incomplete or inconsistent.

• Maintain onboarding checklists and accurate status updates.

• Escalate unusual setup requirements or questions outside the standard process.

• Confirm that onboarding tasks are complete before handing the account to the next responsible person.

Investigation and Troubleshooting

• Identify the nature and urgency of each support request.

• Search available systems and documentation before escalating a routine question.

• Gather all relevant account payment and issue details.

• Follow established troubleshooting and escalation procedures.

• Use sound judgment when determining whether an issue can be resolved independently.

• Clearly explain what has already been checked when escalating an issue.

• Avoid escalating incomplete cases without the information needed for review.

• Confirm whether the customers issue has been resolved.

• Recognize recurring patterns that may indicate a broader product or process problem.

Escalation Management

• Escalate technical payment security or account issues that exceed the roles authority.

• Provide a concise summary of the customers concern and the investigation completed.

• Include relevant account details transaction information screenshots and previous troubleshooting steps.

• Assign or route the inquiry to the appropriate person.

• Keep the customer informed when an issue requires additional review.

• Continue monitoring escalated conversations until ownership is confirmed.

• Ensure that responses from internal stakeholders are communicated back to the customer.

• Avoid closing an inquiry simply because it has been escalated.

Customer and Account Records

• Maintain accurate records of customer conversations and actions taken.

• Document troubleshooting steps account changes decisions and follow-up requirements.

• Enter onboarding and account information carefully.

• Protect confidential customer tenant payment and property information.

• Follow established standards for internal notes and customer-facing responses.

• Review entries for accuracy before saving or submitting them.

• Maintain sufficient context for future support interactions.

Team Communication and Training

• Work directly with the founders during onboarding and ongoing support operations.

• Attend training meetings and check-ins during Eastern Time business hours.

• Learn workflows through live instruction written procedures and recorded demonstrations.

• Ask focused questions when instructions or expected outcomes are unclear.

• Communicate proactively regarding unresolved tickets onboarding delays and potential blockers.

• Notify the team when recurring issues or gaps in the support process are identified.

• Receive feedback professionally and apply it to future work.

• Maintain reliable and responsive communication throughout the workday.

Qualifications

Required

• Professional experience in customer service customer support technical support SaaS support or a comparable customer-facing role.

• Experience managing written customer inquiries through email or a shared support inbox.

• Experience using Zendesk Intercom Help Scout Gorgias Freshdesk or another customer-support platform.

• Ability to independently resolve straightforward and moderately complex customer questions.

• Strong written English communication skills.

• Strong spoken English comprehension and communication skills for training and internal collaboration.

• Ability to understand live instructions written procedures and recorded training materials in English.

• Ability to explain account payment and software information clearly.

• Basic technical troubleshooting and problem-solving ability.

• Strong attention to detail and commitment to accurate recordkeeping.

• Ability to handle customer and payment information responsibly.

• Ability to follow documented workflows and escalation procedures.

• Ability to distinguish between an issue that can be resolved independently and one that requires escalation.

• Strong organizational and time-management skills.

• Ability to manage an active inbox without overlooking open requests.

• Ability to complete repetitive account-setup tasks accurately.

• Ability to work independently while maintaining clear communication with the team.

• Availability to work Monday through Friday 9:00 AM5:00 PM Eastern Time.

• Reliable internet connection and a quiet professional remote-working environment.

Preferred

• Experience using Front.

• Previous experience supporting a SaaS or technology product.

• Experience supporting a property-management property-technology real-estate accounting rent-payment or financial software platform.

• Experience assisting both business customers and individual end users.

• Experience handling password resets email changes account-access issues and payment inquiries.

• Experience completing customer onboarding or account-setup workflows.

• Experience supporting US-based customers.

• Experience working directly with founders or a small software team.

• Familiarity with collaborative support inboxes and internal ticket escalation.

• Experience working full-time during US Eastern Time hours.