We are seeking a dependable and detail-oriented Customer Support Specialist to provide day-to-day support for a growing property-management software company.
The platform is used by property owners and managers to handle online rent collection, maintenance, property accounting, and other property-management activities. The company currently supports several hundred customers and approximately 15,000 active tenants.
Most inquiries come from landlord and property-manager customers, although the specialist will also assist tenants who use the platform to make payments and complete other account activities.
The primary responsibility of this role is to manage straightforward and moderately complex customer inquiries through Front, the company's collaborative support inbox. Common requests include payment questions, password resets, email changes, account-access issues, and general questions about using the platform.
Support is primarily provided through email. Some text messages may also be routed through Front. The role does not currently require phone or live-chat support.
The specialist will also assist with customer onboarding. This includes reviewing information submitted by new customers, creating accounts, entering business details, and completing the established setup steps required to prepare an account for use.
This is an individual-contributor position rather than a team-lead or management role. The immediate need is for someone who can work directly in the support queue, complete onboarding tasks, keep the inbox organized, and reduce the amount of routine support work currently handled by the founders.
The successful candidate will be comfortable working from documented procedures, investigating issues independently, preparing accurate responses, and escalating questions when the correct resolution is unclear. Strong English comprehension is essential because training will be provided through live conversations, recordings, and written instructions.
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