Customer Onboaring Specialist - LATAM

Brokerkit (https://getbrokerkit.com) is a fast-paced, success-driven, team-oriented SaaS (Software as a Service) company focused on the residential real estate industry. Do you have the ability to thrive in a startup environment? Do you love working with people, data, and technology? We are looking for candidates with entrepreneurial sparks who like working with people, software, and data! Get in on the ground floor and grow your skills as the company grows.

We are currently looking for a Customer Onboarding Specialist to join our Customer Success team to help our customers succeed in using our software. If you can learn new technology quickly, are detail-oriented, great with data, and love training/coaching people; you might be a good match.

Our company consists of team members who are within the top 1% in talent and performance. If you feel you can deliver this same level of excellence, we encourage you to apply. 

Position Responsibilities

• Assist and coach our residential real estate broker customers in better marketing their firm to prospective agents to improve their agent recruiting and engaging their current agents to help them improve their agent retention to accelerate the growth of their brokerage
• Customer Onboarding
• Manage and assist new users in onboarding to help them properly configure their software and data to maximize their success with the product
• New customer onboarding includes:
• Running onboarding calls
• Assist customers with cleaning and migrating their agent recruiting and roster data into our system via spreadsheets or data integrations
• Tech account configuration: Configuring email sending domains, email reply capture and Twilio texting/calling approval
• Customer Support
• Assist with customer support as needed although there is a separate support role
• Respond to customer calls, voicemails, and chat requests for software support via our support ticketing system, Hubspot, while adhering to SLA (Service Level Agreement) metrics
• Work to understand customer issues (how-to questions, billing, or technical) and resolve them in a timely fashion
• Escalate technical issues to the support/product/engineering team and work with them on a resolution as needed
• Various other operational tasks as required, such as reporting and data updates
• Leadership
• A player-coach who can learn the role and then potentially hire and lead other team members based on team success with a focus on achieving team scorecard metrics

Candidates need to align with our core values:

• Services the customer above all else
• Does the right thing - even when it hurts
• Hungry for achievement
• Coachable team player
• Innovative problem solver

Required Qualifications:

• CEFR C1 level English or better
• Detail oriented
• Great working with customers 
• Strong technology troubleshooting skills to diagnose issues and help end-users properly configure the product to maximize their outcomes

• Good with data and spreadsheets to help customers with loading data which is one of the more complex parts of onboarding our customers

• Patient in working with users to assist them with implementing technology who could be at different proficiency levels with technology
• A resourceful problem-solver who can achieve strong results without a lot of direction
• Ability to work during our standard support hours of 9 am-5 pm in any US timezone remotely (mountain or central time are preferred)

Preferred Qualifications:

• 3+  years of experience with customer support or technology implementation
• Residential real estate industry experience
• Marketing automation or CRM configuration experience using tools
• Coaching/Training and coaching/training content development experience
• Experience with configuring email sending domains with an email service provider like Mailgun or Sendgrid
• Experience with configuring calling or texting messaging setup with Twilio
• Experience with real estate MLS data
• Knowledge of building workflow automations or AI agents using technologies like n8n or Zapier or Gumloop
• Experience with: Hubspot, Mailgun or Twilio

What We Offer

• The salary range is $2000-3750/month + CSM bonus commensurate with work experience
• The CSM bonus is up to 30% of the base salary based on achievement of CSAT, NPS and NRR (Net revenue retention) goals
• This is a full-time (40 hours per week Monday-Friday 9 am-5 pm) remote role as an international contractor, and you will be paid in USD which will be deposited in your account in your local currency
• This is a remote position where you can work from home, but you will need a good home office setup, including reliable internet service and a solid computer