Product Support Specialist

About InvestNext

InvestNext is revolutionizing real estate investment by creating a connected investment management platform designed to empower General Partners (GPs) and Investor Relations teams. Our platform simplifies relationship management, lowers administrative costs, and supports portfolio expansion. Rooted in Detroit, we are driven by a mission to democratize real estate investing, making wealth-building opportunities accessible to everyone and shaping a transformative movement in the industry.

Joining InvestNext means more than just a job; it is an invitation to be part of a mission-driven team that blends professional growth with meaningful community impact, working towards redefining the future of real estate investment.

Role Overview

As a Product Support Specialist working remotely in the US or Canada, you will serve as the frontline representative of InvestNext, becoming an expert in our customers' real estate needs and our evolving product suite. This role demands strong troubleshooting skills for ambiguous problems, empathetic communication, and adaptability within a fast-growing environment. You will take full ownership of your responsibilities and contribute to shaping the team, product, and overall company success.

Key Responsibilities

• Manage the customer support inbox and streamline workflows to minimize response times.
• Engage with customers through multiple channels including phone, email, chat, and video, selecting the communication method best suited to the customer's preference.
• Maintain and enhance customer satisfaction (CSAT) by proactively reaching out to dissatisfied customers to resolve their issues.
• Monitor and respond to customer reviews, ensuring a positive experience and timely resolution of concerns.
• Participate in daily team check-ins to share updates, priorities, and challenges.
• Diagnose and troubleshoot user issues, collaborating with product development teams to provide effective solutions.
• Support onboarding of new customers by delivering training and coaching on platform usage.
• Maintain and improve self-service resources such as support articles and video tutorials to aid customer independence.
• Assist in testing new product features and help develop training content that encourages widespread adoption among customers.

Qualifications and Experience

• Minimum of two years of customer support experience within a SaaS (Software as a Service) environment.
• Exceptional communication skills across diverse customer interaction platforms including chat, email, telephone, and video conferencing.
• Strong aptitude for resolving complex and unclear issues through analytical and problem-solving capabilities.
• Proficiency with customer support tools such as Zendesk, Intercom, Salesforce, or similar platforms, and ability to manage workflows to optimize response efficiency.
• Self-driven with enthusiasm to learn new technologies and adapt to the dynamic needs of a rapidly scaling business.

Technology Stack

• Salesforce
• Intercom
• Asana
• Google Workspace (G-Suite)
• Atlassian tools including Jira and Confluence
• Slack

Performance Metrics

• Customer Satisfaction Score (CSAT)
• First Response Time
• Time to Resolution
• Quality Percentage

Compensation and Benefits

Annual salary ranges between $60,000 and $70,000, reflecting experience and responsibilities aligned with company salary bands. Benefits include:

• Fully remote work option within the United States and Canada
• Comprehensive medical, dental, and vision insurance with 99% employer coverage
• 401(k) retirement plan featuring a dollar-for-dollar employer match up to 4% of annual salary
• Monthly stipend supporting wellness and remote work expenses
• Unlimited paid time off policy, with a minimum usage requirement to encourage work-life balance and prevent burnout
• 11 company-designated holidays per year
• Sixteen weeks of paid parental leave
• Travel opportunities including company-wide retreats and offsite meetings
• Choice of laptop for work purposes

Equity Participation

All employees are offered equity grants aligned with standardized company allocations, reflecting our commitment to ownership and personal investment in the company’s success.