Customer Experience Specialist

Aryeo

Boston, MA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/27/2021
  • Website: www.aryeo.com
  • Company Address: 107 South St, #2F, Boston, MA, 02111

About Aryeo

Aryeo is a leading content management platform for the real estate industry. The platform enables content creators (real estate photographers, videographers, 3D providers) and real estate professionals (agents and brokers) to host, collaborate, deliver, and distribute content for properties. Make your content accessible from any device and control who has access to it. Spend less time searching for your images, videos, 3D tours, and floorplans by hosting it all in one easy centralized location.

Job Description

Aryeo is building the next-gen platform to manage the real estate industry's content and data. Our mission is to streamline real estate content throughout the industry - for those who generate it (photographers) and those who consume it (agents, brokers, etc). We already process over 1% of all US real estate transactions and are looking for customer focused individuals to join our rapidly growing team.

Aryeo is backed by the VCs who invested in companies like DoorDash and Robinhood, and built companies like Shutterstock from the ground up. It’s led by an experienced technical founding team with deep knowledge of the business of real estate and customer success expertise. We’re excited to grow our team and learn from people that want to make a difference. If you love what you do and you’re interested in being part of our journey, we want to hear from you!

 

About the Role:

The Customer Experience Specialist will interact with new and existing customers to build client relationships and help customers advance their businesses. From triaging inbound customer conversations to tracking and delivering product feedback, your goal is to make life easier for our clients (and their clients) every step of the way. We're seeking someone who enjoys helping others and would be supporting the businesses and people that rely on our software every day.

 

What You’ll Do:

  • Research, respond to, and resolve customer requests and issues via email, chat, phone, and video.
  • Become an expert in our product. Identify and implement areas of improvement for our support ecosystem (internal knowledge libraries and user-facing content such as support documentation, guides, and videos).
  • Act as dedicated point of contact and customer experience liaison.
  • Perform troubleshooting of products and embedded partner applications with both technical and soft skills.
  • Reproduce customer issues, draft tickets in Jira with supporting documentation and submit to engineering for further review.
  • Work cross functionally across customer success and product to build processes, manage issues, and ensure the voice of the customer is captured in the roadmap planning process.
  • Manage to key performance metrics defined within customer success.
  • Dive into app activity data to understand and inform strategy.
  • Participate in an on-call rotation to assist customers outside of normal working hours
  • Work closely with our largest customers to solve the most challenging support interactions
  • Implement operational improvements, working with the team to execute best practices in structuring an efficient work flow

 

What We’re Looking For:

The ideal candidate is a team player who is able to assist in managing the full customer life cycle. You thrive in the fast-paced, dynamic start-up environment and can easily adapt to change. You’re a proactive thinker that does not shy away from tackling new challenges and your commitment to excellence speaks for itself. You’re a critical problem solver, and hungry to create a world-class content management platform and a second to none customer experience.

This is a high-impact position with substantial growth and career development opportunities given the early stage and rapid growth trajectory of the company. To be successful, you’ll need to practice empathy, quick thinking, and an understanding of SaaS applications. Most importantly, you’ll be a partner to our clients as they grow their business.

Requirements

 

  • Experience in client support, client services, account management, or customer success at a SaaS company preferred.
  • Strong communication skills and highly organized
  • You are motivated by delighting our customers and helping them achieve their desired objectives
  • Customer service-oriented personality
  • Comfortable working in a fast-paced, quick-changing environment
  • Experience querying databases with SQL.
  • Bonus: familiar with real estate/MLS systems

Benefits

Aryeo is remote friendly. We offer competitive health benefits, remote office-perks, and a flexible work schedule.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.