Remote SaaS Support & Onboarding Specialist

InvestNext

Detroit (MI)

Remote

USD 60,000 - 70,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

Remote work (US/Canada)

Health insurance (employer-paid)

401k with company match

Wellness stipend

Unlimited PTO

11 holidays per year

Parental leave (16 weeks)

Company offsites

Laptop provided

Job summary

InvestNext is seeking a Product Support Specialist to be the face of our brand for customers in the real estate investment space. You will troubleshoot ambiguous issues, empathize with clients, and help shape our growing product and team.

This is a fully remote US/Canada role with opportunities to influence product direction and customer success. Responsibilities include monitoring support channels, owning CSAT, onboarding new customers, and collaborating with product on new features.

Qualifications

2+ years of customer support experience in a SaaS environment.
Excellent written and verbal communication across channels.
Proficient with support tools like Zendesk, Intercom, Salesforce.

Responsibilities

Monitor the support inbox and optimize workflows to drive down response time.
Communicate with customers via phone, email, chat, and video calls, determining the best method based on their needs.
Own CSAT scores and connect with unsatisfied customers to provide a solution.
Monitor and own incoming customer reviews, following up to improve the customer experience.
Join team stand-ups to align priorities and resolve roadblocks.
Troubleshoot issues and provide recommended solutions to the product development team.
Assist new customers with onboarding, including training and coaching.
Maintain self-serve resources (articles and videos) to keep them up-to-date.
Assist with testing features and developing training materials to promote usage.