Customer Support Specialist

Job Description

About Us

Aryeo is building the next-gen platform to manage the real estate industry’s content and data. Our mission is to streamline real estate content throughout the industry – for those who generate it (photographers) and those who consume it (agents, brokers, etc). We already process over 1% of all US real estate transactions and are looking for customer focused individuals to join our rapidly growing team.

Aryeo is backed by the VCs who invested in companies like DoorDash and Robinhood, and built companies like Shutterstock from the ground up. It’s led by an experienced technical founding team with deep knowledge of the business of real estate and customer success expertise. We’re excited to grow our team and learn from people that want to make a difference. If you love what you do and you’re interested in being part of our journey, we want to hear from you!

The Position

The Customer Experience Specialist will interact with new and existing customers to build client relationships and help customers advance their businesses. From triaging inbound customer conversations to tracking and delivering product feedback, your goal is to make life easier for our clients (and their clients) every step of the way. We’re seeking someone who enjoys helping others and would be supporting the businesses and people that rely on our software every day.

What You’ll Do

Research, respond to, and resolve customer requests and issues via email, chat, phone, and video.
Become an expert in our product. Identify and implement areas of improvement for our support ecosystem (internal knowledge libraries and user-facing content such as support documentation, guides, and videos).
Act as dedicated point of contact and customer experience liaison.
Perform troubleshooting of products and embedded partner applications with both technical and soft skills.
Reproduce customer issues, draft tickets in Jira with supporting documentation and submit to engineering for further review.
Work cross functionally across customer success and product to build processes, manage issues, and ensure the voice of the customer is captured in the roadmap planning process.
Manage to key performance metrics defined within customer success.
Dive into app activity data to understand and inform strategy.
Participate in an on-call rotation to assist customers outside of normal working hours
Work closely with our largest customers to solve the most challenging support interactions
Implement operational improvements, working with the team to execute best practices in structuring an efficient work flow
Who We’re Looking For

The ideal candidate is a team player who is able to assist in managing the full customer life cycle. You thrive in the fast-paced, dynamic start-up environment and can easily adapt to change. You’re a proactive thinker that does not shy away from tackling new challenges and your commitment to excellence speaks for itself. You’re a critical problem solver, and hungry to create a world-class content management platform and a second to none customer experience.

This is a high-impact position with substantial growth and career development opportunities given the early stage and rapid growth trajectory of the company. To be successful, you’ll need to practice empathy, quick thinking, and an understanding of SaaS applications. Most importantly, you’ll be a partner to our clients as they grow their business.

Core Competencies

Bachelor’s degree, required
Minimum of 1 year experience in a customer-facing technical role, within SAAS technology.
Proven ability to develop trusted relationships and work transparently and collaboratively across all internal departments.
Fast learner who can understand and articulate technology at a high level of the client organization
Excellent verbal and written communication skills
Strong interpersonal skills with the ability to manage challenging situations and customers
Highly organized with the ability to multi-task and perform under pressure
Bonus: Real Estate Industry experience
Aryeo Benefits

Competitive base and quarterly bonus incentives
Health benefits
Remote office-perks
Flexible PTO for vacation
Team off-sites
Aryeo Swag

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Job Summary

Remote Location
Full-time Job Type