You will serve as the first line of defense for all inbound support tickets across operators, vendors, and internal teams.
This includes reviewing incoming requests, categorizing issues accurately, assigning severity levels, prioritizing based on business impact, and routing tickets according to our internal workflows.
You’ll collaborate closely with Implementation and Product by identifying trends, escalating bugs, and documenting recurring issues with clear, contextual summaries.
You’ll play a key supporting role in onboarding new customers by assisting the Implementation team with critical tasks.
This might include tasks like reviewing the accuracy of our AI, bulk uploading data files, manipulating spreadsheets, processing change requests, and auditing data sets—all requiring exceptional attention to detail, strong mathematical skills, and an unwavering commitment to accuracy.
This role requires domain expertise to assist with tasks like building document templates, setting contract signature blocks, and configuring requirements.
You’ll expand and maintain our resource library, creating clear, user-friendly documentation and process guides to help empower both internal users and customers with self-service solutions.

A strong technical aptitude with proven experience in software support or customer service within a fast-paced, tech-driven environment.
A “measure twice, cut once” mentality. Your work is wildly accurate.
Multifamily domain knowledge and exposure to the relationship between operators and suppliers.
Somewhere around 2+ years of experience is a good benchmark, but not a hard and fast rule.
Exceptional problem-solving skills and the ability to diagnose and resolve technical issues quickly and accurately.
Great written and verbal communication skills, capable of translating complex technical concepts into clear guidance for customers.
Experience in technical documentation and the creation of client-facing materials.
Strong organizational skills and attention to detail.
Ability to manage multiple tasks and projects simultaneously while maintaining a high level of accuracy and quality.
Entrepreneurial, generalist mindset with a willingness to roll up your sleeves and take complete ownership of initiatives in a startup environment.

Collaborative remote-forward work environment with a SUPER passionate and talented team
Trust falls are part of our DNA. We don’t think it’s weird or awkward to care about our well-being at work
we value each other as individuals and are energized by the idea of understanding our colleagues on a deeper level.
Our leadership philosophy is to over communicate, always. We’re transparent about company goals and opportunities. We believe that 100% of the organization should understand and be accountable to the vision and strategy.

Support Specialist

Key skills