Customer Support Representative II

LeadSimple, Inc. • Remote • 3d ago

We are currently hiring globally for this role, with the exception of the US.

🚀 Want to join a team of A players in an exciting, high-growth, entrepreneurial environment?

LeadSimple is a leading SaaS company dedicated to helping property managers streamline their communications, operations, and growth. Founded in 2013, LeadSimple offers a comprehensive CRM, operations and maintenance workflow automation, and centralized communication platform tailored specifically for the property management industry. Our mission is to tame small business chaos by providing intuitive, powerful tools that enable property managers to efficiently manage their properties, improve tenant satisfaction, and drive growth. With a focus on delivering full solutions through software, integrations, content, and partnerships, LeadSimple is committed to supporting property managers every step of the way.

‍

We are a boot-strapped startup with product-market fit, scaling revenue, and a large addressable market opportunity. Our team is composed of seasoned leaders from SaaS, property management, and real estate businesses with significant high-growth company experience.

‍

Joining LeadSimple means becoming part of a dynamic and innovative team that is dedicated to helping property managers succeed. Employees at LeadSimple benefit from a supportive and collaborative work environment, competitive salaries, and a range of perks and benefits. We foster a culture of transparency and open communication, ensuring that employees feel valued and empowered to contribute to the company's success. If you’re driven by making a positive impact on people’s lives and want to support our mission, we’d love to hear from you.

Role Summary

The mission of the Customer Support Rep II is to assist customers by providing advanced technical support on issues escalated by the Customer Support Rep I team. The focus is to troubleshoot and resolve complex issues to increase customers’ interaction with the product to improve full adoption.

Expectations for your first 90 days:

Confidence in handling customer issues independently by 90 days. The expectation is that 75% of tickets can be handled autonomously.
CSR will respond to customer inquiries and own the outcome. No one will know everything, but the CSR needs to be able to handle the majority of customer issues autonomously.
Equal contributor of workload responsibilities. Reps must handle an equal amount of work dispersed amongst the team. As an example, if we have 4 reps and a manager, you would be expected to work 25% of the ticket load for the week.
We are a small team, and in order for our team to run efficiently everyone needs to pull their share of the workload. The expectation is that the CSR will handle an equal amount of work as the other CSR members, excluding managers. We expect each team member to update or write at least one help article per month.
Customer Obsession - Maintain high CSAT Score of 96.0%
Our core value of customer obsession is paramount at LeadSimple. We expect a CSAT score of 96%.

A day in the life of…

Customer-Centric Approach: Cultivates strong and enduring relationships with clients across all levels through professional communication, fostering loyalty.
Problem Resolution Proficiency: Demonstrates adeptness in addressing client inquiries and concerns with the utmost professionalism, respect, and courtesy.
Consultative Expertise: Possesses a deep understanding of LeadSimple's capabilities, effectively communicating this to clients in an engaging manner for accurate internal handoffs.
Coachability and Continuous Improvement: Open to feedback and guidance, actively seeking opportunities to enhance skills and knowledge for role advancement.

Perks:

8 Company Holidays + Week off at Christmas
Unlimited PTO
1 Volunteer day with the organization of your choice
Birthday lunch on us 🎂
Monthly Healthcare Allowance
Monthly WFH Allowance
Yearly Vacation Allowance
Fun and outcome driven work environment with a smart, hard working team
Location independence
Mission driven company and values-based culture

Please only apply if you:

Are proficient in troubleshooting Tier 2 support issues and effectively communicating with technical teams.
Embrace learning new technology
Learn fast
Communicate crisply
Proactively seek solutions
Own the outcome
Embody emotional maturity
Bring an optimistic “can do” attitude
Supply your own internet and smartphone
2-5 years of experience
Have B2B SaaS experience (preferred)

We have an amazing team of A Players and we’re ready to add more! Selected candidates might have written assessments and multiple interviews with different people. We’ll do whatever it takes to get the right person in the right seat.

If you think you would thrive in the above environment and make an impact for our customers, we’d love to talk to you!