About Us:

We are on a mission to revolutionize the world of land investing. As a cutting-edge SaaS company founded in 2019, we empower land investors to systemize and scale their businesses. With a solid foundation ($1m+ ARR), rapid growth, and a global team spanning from Korea to Morocco, we take pride in our customer-centric approach and the impact each team member brings to our success.

Our Core Values:

Our core values are not just words on a wall; they define who we are. We are looking for a Customer Happiness Representative who embodies these values:

• Customer Obsessed

• Seeks Progress Over Perfection

• Accountable to Deliver

• Kind and Respectful

• Curiosity Powered

• Dynamic Communicator
  
  

Who You Are:

You are not just a customer experience team member; you are an emotionally intelligent problem solver. You love connecting with people, empathizing with their needs, and providing effective solutions.

You are:

1. Empathetic: You can understand and connect with our customers on a deep emotional level.

2. Proactive: You anticipate our customers’ needs and strive to resolve issues before they even arise.

3. Tech-Savvy: You’re comfortable with technology and can troubleshoot technical issues.

4. Detail-Oriented: You have a keen eye for detail and take pride in your work.

5. Innovative: You bring fresh, creative ideas to improve our customer service processes.

What You’re Good At:

• Collaborating with others to drive best practices.
• Working directly with clients to achieve success.
• Communicating with fellow team members.
• Identifying opportunities for product expansion.
• Assisting customers with queries, requests, and troubleshooting while maintaining our high service standards.

What You’ll Do:

• Assisting customers with queries, requests, and troubleshooting while maintaining our high service standards.

• Effectively communicating with customers through various channels, including email, screen recordings, phone, and chats.

• Troubleshooting technical issues and providing relevant solutions.

• Becoming an expert in our platform’s features and functions.

• Documenting customer issues and creating knowledge base articles.

• Performing other administrative tasks as needed.

• Adapting to a dynamic environment and handling multiple tasks with initiative.

• Develop and execute onboarding plans and strategies to maximize adoption and retention, and identify opportunities for account expansion and revenue creation.

• Plan, strategize, and use data insights to track customer success and help the team make data-driven decisions to optimize onboarding and customer success processes.

• Collaborate with cross-functional teams to drive customer success and product improvements.

• Proactively advise customers on how to improve their performance and increase their return on investment.

• Manage and clearly communicate the benefits of new product features, ensuring customers promptly adopt them.

• Run live demos and provide training sessions to customers.

• Quickly identify and escalate critical issues to the relevant teams and work closely with product and engineering teams to ensure issues are resolved.

• Develop and nurture customers into advocates to increase brand awareness and build a sense of community.

• Continuously gather feedback from customers to improve the product and customer experience.

• Build and maintain relationships with key partners and customers.

• Analyze customer feedback and data to develop insights and recommendations for the product and the business.

• Effectively communicate with customers through various channels, including email, screen recordings, phone, and chats.

• Maintain prompt reply times and deliver amazingly helpful service that customers love.

• Document customer issues and create knowledge base articles.

• Resolve and facilitate billing issues.

• Connect sales prospect inquiries with founders as needed.

• Grow your area of knowledge and responsibilities.

• Perform other administrative and assistant tasks as needed.

• Adapt to a dynamic environment and handle multiple tasks with initiative.

Qualifications:

To excel in this role, you should possess:

• 2+ years of experience in a similar customer support and/or account management role

• Experience in building and maintaining strong relationships with customers.

• A great track record of expanding revenue and mitigating customer churn.

• Experience working closely with other functions like Marketing, Sales, and Product.

• Excellent communication skills, a great listener.

• Experience working with customer communication tools like Helpscout, Intercom, or Hubspot (or equivalent).

• Fluent with tracking data and comfortable with tools like Excel or Google Sheets.

• Ability to strategize and think critically about customer issues.

• Self-motivated and able to work in a fast-paced environment.

• Familiarity with CRM tools and customer support software.

Grow with Us:

We believe that everyone deserves the opportunity to reach their fullest potential. We’re passionate about meaningful work and collaborating with like-minded individuals. Our goal is to empower you to do your best work in an environment that values your contributions.

If you’re excited about the opportunity to combine your emotional intelligence with your technical skills in a remote, innovative SaaS company, we want to hear from you. Remember, a real human reviews every application.

To be considered for the position, kindly record a brief video introduction of yourself through platforms such as Loom.com. In your video, discuss why you feel you're the ideal candidate for our team.

Join us and help shape the future of land investing.

Tagged as: customer service, customer support, saas