Online Support Representative (Remote)

About this role

Luxury Presence is building the AI growth platform for real estate. Backed by Bessemer Venture Partners and other top investors, we're a Series C company that has hit $100M in annual recurring revenue. More than 90,000 real estate professionals, including over 30% of the WSJ Real Trends top 100 agents in the United States, use us to run and grow their business. ABOUT THE ROLE We are looking for an Online Support Representative to assist our customers with issues and requests when using our products and services.

An Online Support Representative’s responsibilities include resolving customer queries, executing website requests, recommending solutions and guiding customers through features and functionalities. To be successful in this role, you’ll need to practice empathy, quick thinking and at the same time be an excellent communicator with technical knowledge on the latest web standards with a keen eye for tasteful design. You should also be familiar with help desk software particularly Salesforce.

Ultimately, you will help establish our reputation as a company that offers excellent customer support for our launched/live clients. WHAT YOU’LL BE RESPONSIBLE FOR Responding to customer requests and queries in a timely and accurate way, via Salesforce chat and/or email Identifying customer needs and helping clients use specific features of our products Analyzing and reporting product issues or concerns (for example, by testing different scenarios or replicating user issues) Emailing clients and providing them with frequent updates Reporting technical issues to the Product Team Sharing feature requests and effective workarounds with team members Gathering customer feedback and sharing it with our Product, Sales and Marketing teams Assisting in training junior Customer Support Specialists Supporting and assisting teammates WHAT WE’RE LOOKING FOR Experience as a Technical Customer Support Specialist or similar technical CS role Experience on how website front-end and back-end systems work Technical CMS, HTML, CSS/SCSS, Javascript and database knowledge is a plus Experience using help desk software, remote support tools and other online software (Salesforce, Slack, Asana, Hubspot, Google Drive, ChatGPT, Coda, Canva, Claude) Understanding on how CRM systems work Excellent communication and problem-solving skills Skilled at educating clients on our product features and guiding them toward effective solutions Multi-tasking abilities and resourcefulness Patience when handling tough cases, particularly live client websites Degree in Information Technology, Computer Science, or a related field preferred (or equivalent practical experience).