Remote Customer Support Representative II at LeadSimple, Inc.
We are hiring globally for this role, excluding the US.
🚀 Ready to join a team of top-tier talent in a fast-paced, entrepreneurial, and high-growth environment?
LeadSimple is a premier SaaS company revolutionizing the property management industry. Since 2013, we’ve been dedicated to helping property managers streamline their operations, communications, and growth through our all-in-one CRM, workflow automation, and centralized communication platform. Our mission is to eliminate small business chaos by providing intuitive, powerful tools that empower property managers to enhance tenant satisfaction, manage properties efficiently, and drive growth. With a focus on delivering comprehensive solutions through software, integrations, content, and partnerships, LeadSimple is committed to supporting property managers at every stage of their journey.
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As a bootstrapped startup with proven product-market fit, scaling revenue, and a vast market opportunity, we’re proud to have a team of seasoned leaders from SaaS, property management, and real estate industries, all with extensive experience in high-growth companies.
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Joining LeadSimple means becoming part of a dynamic, innovative team that’s passionate about helping property managers succeed. Our employees enjoy a collaborative and supportive work environment, competitive compensation, and a variety of perks and benefits. We prioritize transparency and open communication, ensuring every team member feels valued and empowered to contribute to our success. If you’re driven by making a meaningful impact and want to support our mission, we’d love to hear from you.
Role Summary
As a Customer Support Rep II, your mission is to provide advanced technical support to customers by resolving complex issues escalated by the Customer Support Rep I team. Your focus will be on troubleshooting and resolving these challenges to enhance customer interaction with our product and drive full adoption.
Expectations for Your First 90 Days:
- Gain confidence in independently handling 75% of customer issues by day 90.
- Take ownership of customer inquiries and ensure successful outcomes. While no one knows everything, you’ll be expected to handle the majority of issues autonomously.
- Contribute equally to the team’s workload. For example, in a team of 4 reps and a manager, you’ll handle 25% of the weekly ticket load.
- As a small team, efficiency is key. Everyone must pull their weight, and you’ll be expected to update or write at least one help article monthly.
- Maintain a CSAT score of 96% or higher, reflecting our core value of customer obsession.
A Day in the Life of a Customer Support Rep II:
- Customer-Centric Approach: Build and maintain strong, lasting relationships with clients through professional and effective communication.
- Problem Resolution: Address client inquiries and concerns with professionalism, respect, and courtesy.
- Consultative Expertise: Deeply understand LeadSimple’s capabilities and communicate them effectively to clients for accurate internal handoffs.
- Continuous Improvement: Be open to feedback, seek opportunities to grow, and enhance your skills to advance in your role.
Perks:
- 8 Company Holidays + Week off at Christmas
- Unlimited PTO
- 1 Volunteer day with the organization of your choice
- Birthday lunch on us 🎂
- Monthly Healthcare Allowance
- Monthly WFH Allowance
- Yearly Vacation Allowance
- A fun, outcome-driven work environment with a smart, hardworking team
- Location independence
- Mission-driven company with a values-based culture
Please Only Apply If You:
- Are proficient in troubleshooting Tier 2 support issues and communicating effectively with technical teams.
- Embrace learning new technologies.
- Learn quickly and adapt to change.
- Communicate clearly and effectively.
- Proactively seek solutions and own the outcome.
- Demonstrate emotional maturity and a positive, “can-do” attitude.
- Have your own internet and smartphone.
- Bring 2-5 years of experience, preferably in B2B SaaS.
We’re proud of our team of A Players and are excited to add more! Selected candidates may undergo written assessments and multiple interviews with different team members. We’re committed to finding the right person for the right role.
If you thrive in a dynamic environment and are passionate about making an impact for our customers, we’d love to connect with you!
**NOTE: We are only accepting applications from candidates outside the US who can work in North American time zones.
In summary...
You can work from an office
You can work 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.