Customer Solutions Associate

Job description

WHO WE ARE Perchwell is the modern real estate listings platform built for agents to search smarter, collaborate better, and close deals faster. We are building the future of residential real estateʼs critical listings infrastructure: a platform where market research and client collaboration converge. Our modern architecture enables continuous innovation at a pace legacy systems cannot match, with AI-powered features and mobile-first capabilities designed for how agents actually work. As consumer expectations and technology evolve, Perchwell remains focused on our core vision: empowering real estate professionals with the most intelligent, data-driven, and connected platform in the industry. Backed by leading venture capital firms including Lux Capital and Founders Fund, along with strategic partnerships with some of the country's top Multiple Listing Services (MLSs), Perchwell represents the first major new platform to enter the listings technology market in decades. This unique combination of institutional investment and deep industry alignment provides both the resources and market validation needed to transform the multi-trillion dollar residential real estate industry. WHAT WE’RE LOOKING FOR We’re looking for a Customer Solutions Associate who thrives at the intersection of customer experience, technical problem-solving, and operational improvement. In this role, you’ll be the frontline of the customer experience, owning support requests from intake through resolution, while also identifying root causes, improving internal systems, and contributing to a more scalable support function. You’ll help shape how we support customers by improving documentation, training AI tools, and surfacing insights that influence product decisions. Over time, this role offers a path to take on more strategic customer-facing responsibilities, including deeper ownership of customer relationships and outcomes KEY RESPONSIBILITIES CUSTOMER PROBLEM SOLVING & OWNERSHIP - Act as the frontline owner of customer issues, taking full responsibility from initial inquiry through resolution - Solve customers’ most pressing problems by identifying root causes, not just addressing surface-level symptoms - Partner directly with customers to understand their workflows, goals, and blockers, and guide them to effective solutions - Deliver a high-quality, empathetic experience while maintaining strong response and resolution times TECHNICAL INVESTIGATION & RESOLUTION - Investigate and diagnose complex product issues across data, workflows, and system configurations - Break down ambiguous problems into clear, actionable paths toward resolution - Collaborate with Product and Engineering to escalate and resolve bugs, and advocate for long-term fixes - Develop deep expertise in Perchwell’s data models, workflows, and integrations AI & SUPPORT SYSTEMS IMPROVEMENT - Train, test, and improve Perchwell’s AI support tools to ensure accurate and scalable customer support - Identify gaps in automated responses and continuously improve knowledge sources and training data - Create and maintain help center articles, internal and external troubleshooting guides, and increase adoption - Contribute to building a best-in-class support system that reduces friction and increases self-service success CUSTOMER INSIGHTS & PRODUCT FEEDBACK - Identify patterns across customer issues to surface systemic problems and opportunities for improvement - Translate customer feedback into clear, actionable insights for Product and Engineering - Proactively flag high-impact issues and contribute to prioritization of fixes and enhancements - Support reporting and analysis that tracks trends in customer experience and product performance OPERATIONAL EXCELLENCE & SCALE - Improve support workflows, processes, and tooling to increase efficiency and scalability - Create and maintain clear documentation that enables faster resolution and reduces repeat issues - Partner cross-functionally to improve the end-to-end customer experience, not just individual interactions - Contribute to building a support function that scales with the company and product complexity WHAT SUCCESS LOOKS LIKE - Customers receive fast, accurate, and thoughtful support - Issues are not only resolved, but root causes are identified and addressed - Support insights meaningfully influence product and operational improvements - AI support tools and documentation continuously improve in quality and coverage - You grow from handling individual tickets to owning customer outcomes and relationships KEY SKILLS - Customer empathy and strong problem-solving ability - Clear, concise communication - Technical curiosity and systems thinking - Attention to detail and organization - Ability to identify patterns and drive continuous improvement QUALIFICATIONS REQUIRED - 2 to 6 years of experience in solution architect, customer success, or technical support roles - Experience working with and owning ticketing systems (Intercom, Zendesk, Salesforce, or similar) - Experience with AI-enabled support tools or automation systems - Strong written and verbal communication skills with a customer-first mindset - Proven ability to troubleshoot issues and explain solutions clearly - Highly organized with the ability to manage multiple priorities in a fast-paced, start-up environment PREFERRED - Experience supporting SaaS or data-driven platforms - Familiarity with APIs, integrations, or data workflows - Exposure to real estate, MLS systems, or adjacent industries - Analytical mindset with experience identifying trends from customer data STRONG BENEFITS PACKAGE - Flexible PTO, plus 10 paid company holidays - 401K with a company match - Medical, dental, and vision plans - HSA and FSA options - Commuter benefits - Parental leave - Company-wide onsite or offsite each year - Beautiful office in Soho, Manhattan with a stocked kitchen, catered breakfast and lunch once per week, happy hours and meet-ups Note: At this time, we are only considering candidates who are authorized to work in the U.S.