Customer Support Specialist

JOB DETAILS

Job Title: Customer Support Specialist
Reports To: Founders / Leadership Team
Work Shift: Eastern Time
Working Hours: Full-Time, 40 hours per week; Monday–Friday, 9:00 AM–5:00 PM ET

Job Description

We are seeking a dependable and detail-oriented Customer Support Specialist to provide day-to-day support for a growing property-management software company.

The platform is used by property owners and managers to handle online rent collection, maintenance, property accounting, and other property-management activities. The company currently supports several hundred customers and approximately 15,000 active tenants.

Most inquiries come from landlord and property-manager customers, although the specialist will also assist tenants who use the platform to make payments and complete other account activities.

The primary responsibility of this role is to manage straightforward and moderately complex customer inquiries through Front, the company’s collaborative support inbox. Common requests include payment questions, password resets, email changes, account-access issues, and general questions about using the platform.

Support is primarily provided through email. Some text messages may also be routed through Front. The role does not currently require phone or live-chat support.

The specialist will also assist with customer onboarding. This includes reviewing information submitted by new customers, creating accounts, entering business details, and completing the established setup steps required to prepare an account for use.

This is an individual-contributor position rather than a team-lead or management role. The immediate need is for someone who can work directly in the support queue, complete onboarding tasks, keep the inbox organized, and reduce the amount of routine support work currently handled by the founders.

The successful candidate will be comfortable working from documented procedures, investigating issues independently, preparing accurate responses, and escalating questions when the correct resolution is unclear. Strong English comprehension is essential because training will be provided through live conversations, recordings, and written instructions.

Key Responsibilities

Email and Text Support

• Manage incoming customer inquiries through Front.

• Respond primarily through email, with occasional text-based inquiries managed through the same platform.

• Support property owners, property managers, and tenants using the software.

• Provide clear, accurate, and professional written responses.

• Assist customers with straightforward and moderately complex support requests.

• Maintain a patient and solution-oriented tone.

• Adapt explanations to customers with different levels of technical familiarity.

• Ensure customers understand the next step before closing or escalating an inquiry.

• Follow up when additional information or action is required.

• Avoid allowing unanswered or unresolved inquiries to remain unattended.

Account Access and Profile Support

• Assist customers with password resets and account-access concerns.

• Support requests involving email-address or profile-information changes.

• Verify that sufficient information has been provided before requesting or completing an account change.

• Follow established privacy and account-security procedures.

• Document account changes and relevant customer communication.

• Escalate requests that involve unclear authorization, sensitive data, or unusual account activity.

• Confirm when an account update has been completed successfully.

Payment Inquiry Support

• Investigate common questions involving rent payments and platform transactions.

• Look up available payment and account information in the appropriate internal systems.

• Help customers understand payment status, processing, and next steps.

• Gather relevant transaction details before escalating an issue.

• Distinguish routine payment questions from issues requiring founder, technical, or payment-partner involvement.

• Provide accurate updates without making unsupported assumptions.

• Maintain careful documentation of payment-related inquiries.

• Handle financial and customer information responsibly.

Product and Platform Support

• Answer common questions regarding the software and its standard workflows.

• Help landlord customers and tenants locate information and complete basic actions.

• Follow established troubleshooting steps for routine platform conc