Job description

About Zenlist:
Zenlist makes buying and selling real estate simpler through streamlined collaboration.
We are not a real estate brokerage; We are a technology company that helps real estate agents and brokerages thrive.

We have mastered the art of the remote-work model. Zenlist employees are distributed throughout the US, allowing us to hire and work alongside the best talent while providing employees with the opportunity to efficiently balance work and personal life.

Our culture of inclusivity is built on mutual respect and empathy with an "open door" policy at all levels. We believe that people work their best when treated like adults and given the freedom to express their thoughts and ideas.

About the Job:
This is a full-time position.
Work remote/WFH.
Flexibility for occasional evening and weekend hours will be required.

Note: Schedule may change over time based on changing support needs and varied support hours. Some flexibility is required in this role as we grow with respect to personal commitments.

We’re looking for a high-energy team player eager to help a relatively young startup grow fast and strong. How do we do this? Help ensure our customer experience is unlike any other, offering personal, effective, and empathetic support to our customers (real estate agents) through effective communication, product knowledge, and solutions.

Your day-to-day will consist of:

• Hosting personal onboarding (training) sessions virtually to get our customers successfully set up and comfortable on the platform
• Being the initial point of contact for all support requests through our help chat system (Intercom) or our support email inbox.
• Supporting customers in a variety of ways using chat messenger, phone, video conference, webinars, etc.
• Working with the Product and Engineering teams to log feature requests and troubleshoot and resolve issues/bugs.
• Following up with support issues to ensure satisfactory resolution for the customer.
• Keep organized notes and records as you interact with customers.
• Compiling qualitative and quantitative feedback for our product team based on your interactions with customers.
• Partner with the development team to test new features, releases, and bug fixes.
• And more!

Ideally, this person:

• Be extremely patient: Some of our customers need a little hand-holding, and that’s what we’re here for!
• Is empathetic: You understand how frustrating it can be for a customer if something goes wrong and how it affects their experience with their clients.
• Is a mentor or teacher at heart: We have adopted the “Teach a man to fish” mentality and train our users on the next right thing, not hand it to them.
• Has a robust technical understanding: We don’t expect you to be an engineer or have any official specialized training, but you will need to easily communicate with our engineering and product teams to resolve issues and improve our customers’ experience with Zenlist. You think a little bit like a software engineer, even if you aren’t one.
• Is a top-notch communicator: You’ll need to be able to clearly and succinctly explain technical concepts to non-technical users. You can also make polished presentations worthy of showing our biggest customers. You don’t miss a beat in an email. Communication skills are essential.
• Is personable: Customers remember your name and end an interaction with you with a smile on their face.
• Drives to find the root cause of a problem: We don’t like bandaids. We like doing things right. When there’s a problem, you take the time to understand why it occurred and communicate what needs to happen so it doesn’t happen again.
• Explores creative solutions: There’s no playbook here yet; you’ll be helping to define it! When a customer has a unique issue or need, you’ll need to put on your thinking cap and figure out the best solution or propose well-thought-out ideas that our product and engineering teams can put into play.
• Is a little numbers-obsessed: You like tracking things and working toward a goal, and you enjoy diving into metrics to understand where there is room for improvement.
• Owns their mistakes: Nobody’s perfect, and we believe making mistakes is an excellent way to learn something new.

Ideal Experience:

• 2-3 years in a SaaS company, consulting firm, or similar
• 2+ years experience in owning or leading customer relationships
• Familiarity with helpdesk-type tools, particularly Intercom
• Experience with understanding and/or building dashboards that track KPIs and success metrics

Bonus points if you have experience working in a start-up environment, the real estate industry, or real estate tech space!

Location:
Remote - Anywhere with a super reliable internet connection.

Compensation & Benefits:

• Starting at $40K / year, depending upon experience
• Optional Health, Dental, Vision and Mental Health Insurance
• Employee Assistance Program offers support from Financial Planners, Lawyers, Mental Health Professionals, and many more!
• Paid Holidays
• Vacation time and flexible scheduling for day to day commitments
• Opportunity to get join a rapidly growing team on the ground floor of a promising start-up
• Opportunities for advancement, personal growth, and development

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Paid time off
• Paid training
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Weekend availability

Application Question(s):

• What schedule restrictions, if any, do you have?
• Which skill listed under the section "Ideally, this person" do you most relate to and why?

Work Location: Remote

abouteureka.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, abouteureka.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, abouteureka.com is the ideal place to find your next job.