Customer Support Specialist

Who we are:

Perchwell is the premier workflow software and data  platform for residential real estate. Based on the industry’s foundational data, Perchwell builds a modern software suite to empower real estate professionals to do their best work, provide differentiated service to their clients, and grow their businesses.

Backed by Founders Fund, Lux Capital, and some of the country’s leading MLSs, Perchwell is scaling its best-in-class platform to have a positive impact on the industry we serve.

Perchwell is growing our team to build the workflow data platform for all residential real estate, a $4T industry (roughly 17% of US GDP) impacting the lives of every single American. As a complete market intelligence, search, and collaboration solution, we partner with forward-thinking MLS (multiple listing service) organizations and brokerages to drive the industry forward.

About Perchwell

Perchwell is growing our team to build the workflow data platform for all residential real estate, a $4T industry (roughly 17% of US GDP) impacting the lives of every single American. As a complete market intelligence, search, and collaboration solution, we partner with forward-thinking MLS (multiple listing service) organizations and brokerages to drive the industry forward.

About the Role

Perchwell is looking for a world-class teammate for an in-office role to help our customers with their support inquiries. Our support is currently provided through email, chat and Zoom (as needed), using Intercom and Jira. You will act as a brand ambassador, helping customers get the most out of Perchwell. 

We're still a small team, but we're growing fast, and as we continue our expansion into new markets across the US, we need team members that can help us grow, support and onboard new customers, encourage user engagement with our products, and grow the accounts.  Reporting to the Manager of Customer Success, you will be responsible for onboarding, growing, supporting, and retaining our customers.

Key Responsibilities

• Above all else, providing world class service by handle customer support and product inquiries, offer training as needed, and suggest best practices for their business needs

• Responding to customer queries in a timely and accurate way, via chat, email or video conference.

• Multi-task and track dozens of open tickets at various stages of completion

• Drive higher product adoption, customer satisfaction and overall health scores

• Maintain a detailed understanding of products and services 

• Proactively identify customers experiencing repeated issues or requests that are not resolved to their satisfaction. Escalate issues, as needed

• Contribute to reduced churn and drive new business growth through greater advocacy and reference ability

Requirements

• Required: 1-2 years experience in a customer facing SaaS Support role

• Ability to think analytically, develop processes, solve problems, and communicate clearly

• Work with other departments to complete customer inquiries and system issues

• Excellent written and verbal communication skills

• Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity

• Must be willing to work weekends and cover weekday shifts of 8am-6pm Eastern Time 

• Must be willing to work in the NYC office for all scheduled work days (other than weekend shifts, which may be done remotely)

Bonus Points 

• Real estate experience a plus, but not required

• Experience with Intercom and Jira 

Salary Range

To provide greater transparency to candidates, we share base salary ranges for all US-based job postings regardless of state. Our ranges are based on function and level, benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including skills, job-related knowledge and depth of work experience.

The compensation for this position is $45K-$80K base salary + equity + benefits

Note: At this time, we are only considering candidates who are authorized to work in the U.S.