Customer Support Specialist

Vantaca + HOAi; United States; Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

Remote flexible

Unlimited PTO

401K with Company Match

Medical, dental, and vision insurance

Job summary

Vantaca is seeking a Customer Support Specialist to deliver outstanding service to HOA customers, troubleshoot inquiries via phone, email, and Zendesk, and guide users through product features. The ideal candidate has a bachelor’s degree or equivalent experience, strong communication skills, problem solving, and a knack for working in a fast-paced environment.

This remote-friendly role offers unlimited PTO, 401(k) matching, health benefits from day one, and opportunities to grow with a

Qualifications

• Bachelor’s degree or equivalent experience required.
• Strong communication, problem solving and customer service skills.
• Ability to thrive in a fast-paced environment and manage multiple inquiries.

Responsibilities

• Handle incoming inquiries via phone, email, Zendesk, etc.
• Provide basic product information and assistance.
• Log interactions and resolutions, escalating complex issues when needed.
• Deliver excellent service by meeting response time expectations.
• Use CRM and support tools to understand client needs and perspectives.
• Collaborate with teammates and managers to find effective solutions.
• Identify trends in inquiries to inform product improvements.

Skills

Communication skills

Problem solving

Customer service

Fast-paced adaptability

Education

Bachelor’s degree or equivalent experience

HOA accounting knowledge

Tools

Zendesk

Job description

About Vantaca

Built on modern cloud architecture with a single-platform design, Vantaca combines comprehensive functionality that adapts to 100% of business processes with AI-powered automation that learns and improves over time. Our proactive AI capabilities don't just report on what happened; they predict what's coming and recommend what to do next. From intelligent document processing and predictive analytics to automated workflows and conversational interfaces, we're transforming how community management companies operate.

With seamless integrations across the software and banking ecosystem, we're building the intelligent hub for community management where AI doesn't just assist, it anticipates. Vantaca is focused exclusively on community management and is the trusted technology leader defining the AI-powered future of the community association management industry. We're building something fundamentally different, and our customers are experiencing the competitive advantage that comes from working with truly intelligent software. Vantaca just achieved unicorn status with a $1.25B valuation, so it's safe to say we're past the "scrappy startup phase." We're not just building a successful company—we're building the category-defining platform that will transform how an entire industry operates.

Overview

The Customer Support Specialist is a keycomponentofVantaca’sunwavering commitment tothe customerexperience by helping furtherestablishour reputation as a company that offers excellent customer support. Their work orientation is driven by being a self-starter motivated by task accomplishment, both individually and collaboratively. They will work closely with team members to resolve customer queries, recommend solutions, and guide product users through features and functionalities. The Customer Support Specialist is a dynamic problem solver thatisn'tafraid to push boundaries and think beyond what is expected and supports a team of talented individuals to do the same.

Accountability Key Initiatives

• Providing excellent customer experience
• Response timeliness & quality to support inquiries
• Assistcustomers with product configurations

Expectations for Success

• Progressively ramp up to>45solved tickets per weekin8 weeks.
• Achieve SLA’s
• 100% Answer Rate
• ExceptionalCSAT

Responsibilities

• Handle incoming customer inquiries via phone, email, Zendesk,etc
• Provide basic product information andassistance
• Log customer interactions and resolutions in the system. Escalate complex issues to higher-tier support when necessary
• Consistently deliver excellent customer service by meeting company-wide service level agreementsregardingclient response time
• Utilize customer relations and support technologies to manage and understand the client's needs and perspective
• Collaborate with colleagues and managers to find the best solutions to client matters
• Learn how toidentifyand analyze trends in support requests to aid in resolving client needs whileestablishingprocess and product improvements
• Become a Vantaca subject matter expert through the completion of content specific certification courses

Requirements

• Bachelor’s degree or equivalent experience in software support, IT, accounting, finance,communicationsor other related fields
• HOAAccounting Knowledge. Experience as an Accountant using Vantaca.
• Familiarity with Windows-based computer systems
• Familiarity with IOS and Android platforms
• Ability to work in a fast-paced environment
• Ability to troubleshoot and problem solve
• Exhibited understanding of how to provide a quality customer experience and support colleagues in managing client relationships
• Open to feedback and coaching from mentor(s)
• Phenomenal communication skills, your communication with everyone is professional, positive, and constructive
• Innovative problem-solver
• Well-established work ethic

Core Values

• Always Growing: Likes change and enjoys finding new ways to improve their knowledge and the platform. Always ready to learn quickly about emerging AI technologies and infrastructure patterns, helping themselves and the team grow.
• Win as a Team: Builds trust and works together by making sure everyone communicates well. Actively involved in daily platform work, working closely with engineering teams, listening to their infrastructure needs, and celebrating technical successes together.
• Accountability Starts with Me: Notices platform problems and takes personal action to solve them. Takes ownership of platform performance, reliability, and the success of internal customers building on the platform.
• Unwavering Commitment to Customer Experience: Regularly talks to internal customers (product teams, engineers), taking personal responsibility to understand what they need from the platform, address infrastructure concerns, and make their development experience better with improved platform capabilities.
• Innovate Boldly: We challenge the status quo and push technical boundaries to create meaningful change. We act with urgency and purpose, knowing that platform innovation drives our AI-native product success.

Why You Should Join Our Team

• AI-First Product Culture - Build the intelligent infrastructure that powers AI innovation at scale
• Our eNPS is +68! (Google it, that is great)
• Benefits: Medical, Dental, and Vision kick in day one
• Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year)
• 401K with Company Match
• Remote Flexible - come to the office when needed
• Great parental leave benefits
• Named on Inc 5000 list of America's Fastest Growing Private Companies
• Named on Inc 5000 Vet 100 Private Companies list multiple years in a row
• Winner of Coastal Entrepreneur Award, Technology Category
• Active employee-led Culture Committee
• Ongoing industry and professional development trainings available to all employees
• Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community
• We're playing offense to win! Our product market fit and our world-class employees make us the leader in our space. We're building something cool and people like it here