Buildout is the full-lifecycle empowerment platform and system of record for high-performing CRE brokers in highly competitive markets. With seamless deal-making functionality from start to finish, Buildout gives brokers a proven platform that’s optimized for CRE brokers and capable of providing deeper, more detailed market, property and owner insights; powerful automations for prospecting, pitching, marketing, and transacting; and reliably accurate pipeline management tools with real-time reporting. Buildout has become the not-so-secret weapon for more than 50,0000 brokers and top CRE brokerage firms to find, win, market, and transact more listings, at top dollar. We have a “some-nonsense” culture that embodies authenticity and humor.
The Opportunity
Our Product Support team takes great pride in providing our customers timely, efficient, and thorough assistance. As a member of the Product Support team focused on our Salesforce-based products, you will troubleshoot and analyze customer emails and live chats to provide them with an effortless customer experience. You should be driven to help customers and have the curiosity to dive deep into an ever-changing product to learn it inside and out. Providing a Buildout Quality customer experience requires empathy, initiative, and a growth mindset.
Are you a self-starter who wants to contribute fresh ideas, refine existing processes, and are passionate about helping customers and building relationships? We’ve got a great culture, and we’re looking forward to you adding your own influence to all that we do.
How You’ll Contribute at Buildout
- Deliver an exceptional customer experience through one-on-one interactions in the support email queue, live chat sessions, or phone calls.
- Based on the customer’s specific need, you will decide what method of communication will be most helpful for the customer, whether that means sending them links to Help Center articles (some that you will get to create when there are new features or updating FAQs), creating personalized visual instructions with GIFs or screenshots, transferring them to a live chat, or setting up a screen-share session
- You’ll collaborate with other departments including Product and Development, on behalf of our customers, to resolve and escalate issues, gather feedback to improve the product, or QA new features
- You’ll educate and empower our customers to become more comfortable using the platform
- You’ll optimize our Help Center documentation, share how-to’s and best practices with the team, and proactively look for ways to improve processes
- You’ll actively listen to our customers in order to provide solutions which address their root problems
What You’ll Bring to Buildout
- Experience working in a customer-facing role and strong passion for making customers successful; experience supporting multiple SaaS products preferred
- Excellent written and verbal communication skills with ability to explain complex topics to customers in a simple way
- Solutions-oriented by nature with the motivation to find issues and take the initiative to resolve them
- Strong time management and organization skills with the ability to manage and prioritize varied customer requests
- Desire to learn and grow on the Product Support team, both deeper into the technical product knowledge or into leadership opportunities
- Preferred:
- Experience with Salesforce since you’ll be working with our Salesforce-based products, particularly if you have a desire to become a certified admin
- Experience with Jira, Intercom, or other customer support tools
- Experience working in a Tier 2 technical support role
- We know there are great candidates who won’t check all of these boxes, and we also know you might bring important skills that we haven’t considered. If that’s you, don’t hesitate to apply and tell us about yourself.
- We are based in Chicago, but this is a remote-friendly role open across most of the US. The salary range for this position is $50,000 – $65,000.
Perks & Benefits
We built a benefits program to match the quality of our team. This program includes:
- Impactful insurance and benefit options, including 100% coverage of employee dental and vision insurance premiums and company-paid STD, LTD, life insurance, and telemedicine
- Policies that support a healthy work/life harmony, including Flexible PTO, 13 paid company holidays, paid parental leave, and give back days
- 401(k) with 4% company match and immediate vesting
- A remote-first work culture with a monthly remote work reimbursement to support our distributed team, plus an office in Chicago for those who prefer an office setting
- Challenging problems to solve with a committed and supportive team who are invested in your growth and development
- A wonderfully quirky culture where you’re encouraged to bring your whole self to work