Remote Customer Support Representative

Summary

The job is for a Customer Support Representative at Adaptive, a fast-growing financial tools company for real estate and construction. The role involves serving as the primary point of contact for customers, problem-solving, collaboration with engineering and product teams, and creating user-friendly articles for the Help Center.

Requirements

• 2+ years of experience in customer support or a similar client-facing role, preferably in a SaaS or technology environment
• Excellent written and verbal communication skills
• Strong problem-solving abilities and meticulous attention to detail
• General understanding of construction industry financial processes (or aptitude for quick learning)
• Familiarity with Quickbooks (or aptitude for quick learning)
• Proficiency with customer communication tools like Intercom or similar platforms
• Ability to explain complicated technical concepts in clear, non-technical terms
• Demonstrated commitment to customer satisfaction and continuous improvement

Responsibilities

• Serve as ‘first line of defense’ for customer questions — responding promptly, providing effective solutions, and escalating to our engineering team when necessary
• Use problem solving skills to develop custom workarounds for unique customer cases when required
• Work closely with engineering during escalations, providing clear, detailed information about customer issues
• Maintain a comprehensive tracking system for all customer requests and issues
• Ensure timely follow-up on all customer inquiries, escalated issues, and feature requests
• Collaborate with the product team to communicate customer feedback and feature requests
• Create comprehensive, user-friendly articles for our Help Center based on common support requests

Preferred Qualifications

Experience in coordinating with technical teams and managing follow-ups

Benefits

• Opportunity to join a highly driven and passionate team at an inflection point
• Competitive cash compensation
• Top tier benefits and a 401k match
• A flexible, remote-friendly work environment with a balanced approach to work