Remote Customer Support Rep II

LeadSimple Inc.

Time zones: EST (UTC -5), MST (UTC -7), ART (UTC -3), UTC -4, UTC -4:30, UTC -3, UTC -2
*We are currently hiring exclusively in Latin America for this position.*
🚀 Want to join a team of A players in an exciting, high-growth, entrepreneurial environment?
We’re a small team solving big problems in the property management industry. Bootstrapped since 2013, we're passionate about helping small businesses simplify growth and streamline operations, providing the leading CRM in our space.
The long version of our story: Back when web 2.0 was a thing (get off my lawn!) LeadSimple’s founders started a lead generation business connecting landlords with property management companies. Witnessing the challenges lead buyers had closing deals led into a natural segue to build out an industry-specific CRM which became the de-facto industry standard. Fast forward to 2020 when we released a process/workflow suite to move from the sales side of our clients business into the heart of day-to-day operations. The market was hungry and responded aggressively to the new direction, which led us to double down with growth and additional product expansion.
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 94.0%
  • Our core value of customer obsession is paramount at LeadSimple. We expect a CSAT score of 94%.
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
  • 6 weeks Paid Time Off (5 weeks Vacation, 1 week Sick)
  • 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!
**NOTE: We are only accepting applications outside of the US in North America time zones.
In summary...
You can do it in an office
You can do it from home
We really don’t care
As long as it’s known 👇
What matters is this…
When the chips are down
And your back is against the wall
Can we count on you to make the right call?
Judgment, intuition, or care by another name
We call it “Owning The Outcome” - because it really is the whole game
Have the customers back, and they will treat you the same
If you can do that
Then we’re birds of the same feather
So come join our team and we’ll make music together.
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