Rabbet

Rabbet brings efficiency, accuracy and transparency to construction…

Customer Support Specialist at Rabbet

Location
Austin, TX / Remote
Job Type
Full-time
Experience
1+ years
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Andrew Latimer
Andrew Latimer
CTO

About the role

We are currently seeking a Customer Support Specialist to join our Customer Success team. This is an ideal opportunity for someone looking to join a customer facing role in a dynamic start-up environment, and to develop an advanced knowledge of the construction finance industry. We’re a small, but growing team (~25 employees), so there’s plenty of opportunity and expectation to have a big impact.

The Customer Support Specialist will be responsible for resolving customer inquiries, recommending solutions and guiding Rabbet users through product features and functionalities. To be successful in this role, you need to be an excellent communicator and problem-solver who is able to earn the trust of our customers. Ideal candidates should be self-starters who are quick learners, highly curious and willing to go the extra mile to ensure customer satisfaction.

What You’ll Do:

  • Respond to customer inquiries in a friendly, timely and accurate manner via email, chat and phone
  • Diagnose, troubleshoot and identify solutions to customer inquiries
  • Provide excellent customer service through active listening and problem solving
  • Follow up with customers to ensure their issues are resolved
  • Analyze and report product malfunctions
  • Identify common problems and escalate them to internal teams, along with possible suggestions for improvement
  • Submit customer feedback and feature requests to internal teams
  • Contribute to a knowledge base library including help center content
  • Assist with developing processes and building efficiencies into the customer support experience

What You’ll Need:

  • Minimum of 1-2 years of Customer Support experience at a technology company
  • Excellent communication and interpersonal skills
  • Strong analytical and problem-solving skills
  • Multi-tasking abilities
  • Experience using help desk software, such as Intercom, and CRM software, such as Salesforce
  • Previous experience in the finance, banking or construction industry is a plus
  • Ability to understand customers' key problems and remedy directly, or escalate and involve internal stakeholders
  • Intermediate to advanced Excel skills. You will be performing complex reconciliations in customers’ projects regularly and quickly identifying the lever of the problem is key to being successful in this role
  • Proven ability to learn and adapt to evolving software quickly in order to support customer needs

What’s in it for You:

  • We hire only exceptional talent, you'll be joining a world-class team
  • We are rapidly growing, we provide equity to all team members
  • Competitive compensation
  • We care about your total wellness, we offer a 401(k) plan w/ a generous matching contribution as well as comprehensive medical, dental, and vision plans
  • We understand the importance of family and time to recharge, we provide parental leave benefits, ample PTO (that we encourage you to use), and remote flexibility
  • We are invested in your growth, we provide you resources for professional development
  • Be a part of a culture of learning that will take your professional growth to another level with collaborative + thoughtful team members

Why you should join Rabbet