Brokerkit is a fast-paced, success-driven, team-oriented SaaS (Software as a Service) company focused on the residential real estate industry. Do you have the ability to thrive in a startup environment? Do you love working with people, data, and technology? We are looking for candidates with entrepreneurial sparks who like working with people, software, and data! Get in on the ground floor and grow your skills as the company grows.
We are currently looking for a Customer Success Manager to join our Customer Success team to help our customers succeed in using our software. If you can learn new technology quickly, are detail-oriented, great with data, and love training/coaching people; you might be a good match.
Our company consists of team members who are within the top 1% in talent and performance. If you feel you can deliver this same level of excellence, we encourage you to apply.
Position Responsibilities
Assist and coach our residential real estate broker customers in better marketing their firm to prospective agents to improve their agent recruiting and engaging their current agents to help them improve their agent retention to accelerate the growth of their brokerage
Customer Onboarding
Manage and assist new users in onboarding to help them properly configure their software and data to maximize their success with the product
New customer onboarding includes:
Running onboarding calls
Assist customers with cleaning and migrating their agent recruiting and roster data into our system via spreadsheets or data integrations
Tech account configuration: Configuring email sending domains, email reply capture and Twilio texting/calling approval
Customer Support
Focus on customer support for customers being onboarded in their first 45 days. There is a separate support role for customers after the onboarding period.
Respond to customer calls, voicemails, and chat requests for software support via our support ticketing system, Hubspot, while adhering to SLA (Service Level Agreement) metrics
Work to understand customer issues (how-to questions, billing, or technical) and resolve them in a timely fashion
Escalate technical issues to the support/product/engineering team and work with them on a resolution as needed
Customer Retention
Assist with documenting and testing user requests for new features and bugs to maximize the value of the product to customers
Help develop best practices content for customers
Customer Expansion
Identify customer needs that could be met with other product solutions and refer them to the sales team to follow up on
Various other operational tasks as required, such as reporting and data updates
Leadership
A player-coach who can learn the role and then potentially hire and lead other team members based on team success with a focus on achieving team scorecard metrics
Candidates need to align with our core values:
Services the customer above all else
Does the right thing - even when it hurts
Hungry for achievement
Coachable team player
Innovative problem solver
Required Qualifications:
CEFR C1 level English or better
Detail oriented
Great working with customers
Strong technology troubleshooting skills to diagnose issues and help end-users properly configure the product to maximize their outcomes
Good with data and spreadsheets to help customers with loading data which is one of the more complex parts of onboarding our customers
Patient in working with users to assist them with implementing technology who could be at different proficiency levels with technology
A resourceful problem-solver who can achieve strong results without a lot of direction
Ability to work during our standard support hours of 9 am-5 pm in any US timezone remotely (mountain or central time are preferred)
Preferred Qualifications:
3+ years of experience with customer support or technology implementation
Residential real estate industry experience
Marketing automation or CRM configuration experience using tools
Coaching/Training and coaching/training content development experience
Experience with configuring email sending domains with an email service provider like Mailgun or Sendgrid
Experience with configuring calling or texting messaging setup with Twilio
Experience with real estate MLS data
Knowledge of building workflow automations or AI agents using technologies like n8n or Zapier or Gumloop
Experience with: Hubspot, Mailgun or Twilio
What We Offer
The salary range is $2,000-3,750/month + CSM bonus commensurate with work experience.
The CSM bonus is based on achievement of CSAT, NPS and NRR (Net revenue retention) goals
This is a full-time (40 hours per week Monday-Friday 9 am-5 pm) remote role as an international contractor, and you will be paid in USD which will be deposited in your account in your local currency.
This is a remote position where you can work from home, but you will need a good home office setup, including reliable internet service and a solid computer.
