πBrazil
Customer Support Representative

Adaptive
πRemote - Worldwide
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Summary
Join Adaptive, a rapidly growing AI-native ERP company for real estate and construction, as a Customer Support Representative. You will be the primary point of contact for customer support, ensuring satisfaction and efficient issue resolution. This role involves problem-solving, strong communication, and shaping a high-priority function. Familiarity with Quickbooks and construction finance is preferred. There's potential for growth and advancement within the expanding company. Adaptive offers competitive compensation, top-tier benefits, and a flexible, remote-friendly work environment.
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
- Experience in coordinating with technical teams and managing follow-ups
Responsibilities
- Serve as βfirst line of defenseβ for customer questions β 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
Familiarity with Quickbooks and construction finance (or willingness to learn both quickly)
Benefits
- Competitive cash compensation
- Top tier benefits and a 401k match
- A flexible, remote-friendly work environment
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