Copy of Support Specialist Full Time NEW

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About the Opportunity

The company helps multifamily operators discover the best vendor partners, manage contracts and compliance, and reduce financial risk. An AI-powered platform helps the industry turn vendor and supplier data into a strategic advantage. This is a fast-moving, early-stage tech company with a big vision. Founded by industry experts and financially supported by industry veterans, the organization is overhauling the relationship between operators and suppliers.

The company is looking for a proactive and detail-oriented Support Specialist who thrives in a fast-paced, customer-focused, and data-heavy environment. In this role, technical expertise will ensure that customers experience maximum success across a range of product offerings – from contract management to vendor compliance. This individual will play a key role in maintaining quality and accuracy, while driving continuous improvements. This is an exciting opportunity to join at a pivotal stage of growth and make a significant impact on the organization’s success trajectory.

Key Responsibilities

• Ticket Triage & Queue Management: Serve as the first line of defense for all inbound support tickets across operators, vendors, and internal teams. This includes reviewing incoming requests, categorizing issues accurately, assigning severity levels, prioritizing based on business impact, and routing tickets according to internal workflows. Own the health of the queue by ensuring tickets move efficiently, are tagged correctly, and meet SLA expectations. Triage work directly impacts customer satisfaction, internal team productivity, and operational clarity.

• Issue Escalation & Cross-Functional Communication: Collaborate closely with Implementation and Product by identifying trends, escalating bugs, and documenting recurring issues with clear, contextual summaries. Help maintain internal incident protocols and ensure accurate classification, severity assignment, and communication as part of the maturing SLA structure.

• Onboarding & Data Integrity: Play a key supporting role in onboarding new customers by assisting the Implementation team with critical tasks. This might include tasks like reviewing the accuracy of AI, bulk uploading data files, manipulating spreadsheets, processing change requests, and auditing data sets—all requiring exceptional attention to detail, strong mathematical skills, and an unwavering commitment to accuracy.

• Product Configuration Support: This role requires domain expertise to assist with tasks like building document templates, setting contract signature blocks, and configuring requirements. In-depth understanding of industry vendors, suppliers, and their products—combined with meticulous attention to detail and a commitment to accuracy—will ensure that customers get a quick ROI from the platform.

• Documentation Support: Expand and maintain the resource library, creating clear, user-friendly documentation and process guides to help empower both internal users and customers with self-service solutions. Regularly reviewing and revising these materials to keep them up-to-date will be crucial. Use tools like Notion and knowledge base systems to manage and maintain this documentation, making sure it serves as an effective resource.

• Generalist Responsibilities: This role is inherently versatile, stepping in to tackle a variety of tasks as they arise. Be a true startup generalist, embracing diverse responsibilities and projects, while working independently in a remote environment. Building strong relationships and collaborating effectively with the team will be key to success.

Required Qualifications

• A strong technical aptitude with proven experience in software support or customer service within a fast-paced, tech-driven environment.
• A “measure twice, cut once” mentality. Work is wildly accurate. In this role, it’s all about precision.
• Multifamily domain knowledge and exposure to the relationship between operators and suppliers. Approximately 2+ years of experience is a good benchmark.
• Exceptional problem-solving skills and the ability to diagnose and resolve technical issues quickly and accurately.
• Great written and verbal communication skills, capable of translating complex technical concepts into clear guidance for customers. Experience in technical documentation and the creation of client-facing materials. A knack for making complex information accessible and engaging.
• Experience with helpdesk systems and project management tools, like Notion, Zendesk, etc.
• Strong organizational skills and attention to detail. Ability to manage multiple tasks and projects simultaneously while maintaining a high level of accuracy and quality.
• Entrepreneurial, generalist mindset with a willingness to roll up sleeves and take complete ownership of initiatives in a startup environment.

Why Join the Team

• Help move the high-growth startup forward and shape how it scales.
• Collaborative remote-forward work environment with a passionate and talented team. Enjoy working hard on interesting projects.
• Be at the crossroads of multifamily vendors and operators. Bringing the industry together and amplifying the good happening all around is rewarding work.
• Trust is part of the DNA. Caring about well-being at work is valued; individuals are valued and energized by understanding colleagues on a deeper level.
• The leadership philosophy is to over communicate, always. Transparency about company goals and opportunities is practiced.
• Belief that 100% of the organization should understand and be accountable to the vision and strategy. Knowing where the organization is trying to go makes it easier to row the boat in unison.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.