Client Operations Associate

Description

Engrain builds map-based tech that’s redefining how real estate works. Our interactive, unit-level maps and powerful data integrations help over 1,000 companies—and 20,000 properties—to make smarter decisions, streamline leasing, and deliver better renter experiences. From prospect to renewal, our products give properties a spatial brain and a visual edge when it comes to property marketing and management.

And it’s working: our churn rate is just 5%, and we’ve been putting up double-digit growth numbers every year. We’re not your typical proptech company. We move fast, we stay curious, and we don’t do stale or corporate fluff. Backed by successful Seed and Series A rounds, we’re entering a phase of serious scale.

Reporting to the Director of Revenue Operations, you will sit at the intersection of customer communication, customer execution and modern technology. The Client Operations Associate executes the operational backbone of Engrain's revenue engine — contract administration, renewal accuracy, and inbound chat/escalation handling. This role partners closely with Sales, Customer Success, and Revenue Operations, and works alongside AI tools to triage requests and flag issues, with a human always reviewing before anything reaches a customer.

What You'll Do...

Customer Order & Call Support

• Process customer orders accurately and in a timely manner.
• Field inbound customer calls, resolving straightforward requests directly and routing complex issues to the appropriate team.

Contract Administration

• Prepare customer contracts, order forms, renewals, transfers, amendments, and other sales documents for timely delivery.
• Ensure contracts are created accurately using established templates, pricing, and approval processes.
• Monitor contract queues and respond quickly to sales requests to keep opportunities moving.
• Coordinate with Revenue Operations specialists to resolve contract questions or discrepancies.

Renewal Accuracy Support

• Audit upcoming renewals to confirm subscription data is accurate and complete before the renewal date.
• Use AI tools to cross-reference incoming client communication against live subscription records and flag discrepancies that could cause incorrect billing.

Chat, Operational Request & AI Triage Management

• Monitor and respond to inbound website chat and operational messaging channels according to established routing and response guidelines.
• Ensure prospects and customers receive timely responses and are connected with the appropriate internal resources.
• Partner with AI-driven chat routing tools, auditing machine responses for accuracy and routing conversations precisely while maintaining strong response times and customer experience.

Escalation Triage & AI Quality Assurance

• Take first pass on incoming shared inbox items and internal escalations that are data or administrative in nature.
• Use AI inbox assistants to categorize requests, prioritize urgent items, and draft preliminary responses for review.
• Serve as the human-in-the-loop for customer-facing revenue team AI agents — reviewing, editing, and approving automated communications or task outputs before they reach clients.

Requirements

What you offer us...

• Experience: 1-2 years of professional background in support, administration, or operations. Previous exposure to B2B SaaS or the proptech industry is strongly preferred.
• Operational Execution: Highly organized with exceptional attention to detail. Able to manage multiple priorities while maintaining speed and accuracy. Process-oriented with the ability to follow documented procedures consistently. Able to identify issues proactively and escalate appropriately. Thrives in a fast-paced, collaborative environment.
• Communication Skills: Strong written and verbal communication skills. Ability to interact professionally across various internal teams and external customer channels.
• Tech Stack Fluency: Experience with CRM platforms such as HubSpot or Salesforce. Familiarity with DocuSign or similar e-signature platforms. Experience preparing contracts, quotes, or customer documentation. Experience supporting operational processes across Sales, Customer Success, or Finance.
• AI & Productivity Aptitude: Experience using AI productivity tools (e.g., ChatGPT, Claude, Microsoft Copilot) to improve workflow efficiency, summarize client history, and accelerate data cleansing. Curious about AI tools and technology that i