About the Opportunity A fast-growing software startup is seeking a full-time Support Specialist to support customer operations across product offerings including contract management and vendor compliance. Operating remotely within the United States, this role serves as a key point of contact for inbound support requests, maintains queue health, assists with customer onboarding and data integrity, and supports ongoing product configuration and documentation.
Role and Responsibilities
Serve as the initial point of contact for inbound support tickets from operators, vendors, and internal teams, accurately reviewing, categorizing, prioritizing, and routing requests in accordance with established workflows.
Manage queue health by ensuring tickets move efficiently, receive proper tagging, and meet service level agreement expectations.
Partner with Implementation and Product teams to identify trends, escalate software bugs, and document recurring issues with clear, contextual summaries while supporting incident response protocols.
Support customer onboarding workflows alongside the Implementation team by reviewing automated outputs, executing bulk data uploads, manipulating spreadsheets, processing change requests, and auditing data sets for accuracy.
Configure customer requirements by building document templates, establishing contract signature blocks, and leveraging domain familiarity with industry suppliers and vendor products.
Develop, update, and organize user-facing process guides, knowledge base resources, and internal documentation using tools such as Notion.
Adapt to diverse startup needs by independently managing ad-hoc projects and collaborating across departments in a remote environment.
Preferred Qualifications
Strong technical aptitude with software support or customer service experience in a technology-driven environment.
Demonstrated commitment to accuracy, precision, and quality control.
Multifamily domain knowledge and exposure to operator-supplier relationships, with approximately 2 or more years of relevant experience.
Strong problem-solving abilities to troubleshoot, diagnose, and resolve technical challenges efficiently.
Written and verbal communication skills suited for translating technical concepts into clear customer guidance and producing client-facing documentation.
Familiarity with helpdesk platforms and project management tools, such as Zendesk and Notion.
Organizational abilities to prioritize and balance multiple tasks, workflows, and deadlines concurrently.
Adaptable generalist mindset with comfort navigating ambiguity and taking initiative in a startup environment.
Employment Details
Position Type: Full-time
Location: United States (Remote)