Spectora Client Success Associate Denver, CO · Full time

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About Spectora

Spectora is the leading SaaS home inspection platform, with a 7-year track record of helping home inspectors build successful businesses through our world-class inspection software. Our flagship product is an all-in-one business solution that helps inspectors conduct and share inspections, manage and automate their operations, and market their business.

We’re proud to say Spectora is the market leader in the home inspection space, an achievement possible because of our fanatical focus on our customers, product, and team. We go head-to-head with bigger competitors with deeper pockets every day and are winning.

And we win because of our people.

Our culture is driven by our scrappy, hilarious, and relationship-focused team, who bring IQ and EQ to the table. We push ourselves and each other to grow in our careers and as people and are focused on being the best versions of ourselves every day. Spectora is a genuinely exceptional place to work (if we do say so ourselves).

Want to hear about our culture directly from the team? ⏭ https://youtu.be/ticzqdTGAlo

About the Position

We are seeking a Client Success Associate to bring the ruckus every day to our little relationship-driven industry and learn the ins and outs of a SaaS startup.

This position will be full-time hours M-F, 7am-4pm MST, with a 1 hour lunch. Our chat hours are 6am-6pm so we have staggered shifts throughout the day. 

This hybrid position is based out of Denver, CO. Monday, Tuesday, Thursday, and Friday are typically worked from home, and Wednesdays are spent in the office.

You will need to have some flexibility on what your shift will be. We balance shifts with current teammates and our client's needs.

You'll be exposed to all aspects of a growing startup and work directly with the founders and executive team.

Core Responsibilities

• Answering usage questions via online chat, social media pages, and occasional phone calls with our standard of EXCELLENT customer service, humor, gifs, and personality while going above and beyond for each interaction
• Maintaining high quality while working in an extremely fast-paced chat environment
• Troubleshooting highly technical issues via online chat, screen share videos, and phone calls
• Curiosity about the product and willingness to “deep dive” into issues even if it may take a lot of work to find the answer
• Client-first mentality! Our inspectors are our biggest fans because they see us as their advocates. We are their business gurus, their cheerleaders, and their on-site support in stressful situations
• Above and beyond customer support. We strive to be the best customer service our inspectors have ever had, in any industry, and we will maintain that standard as we grow
• Drive to solve puzzles. Our team pushes through challenging problems instead of giving up
• Initiative to manage your own workday and try new things. Our team is small, we rely on each team member to manage their time effectively and be productive without much direction. Those who volunteer for extra projects and can execute them efficiently advance quickly
• Documenting software bugs in our issue tracker - must be detail-oriented
• Creating and updating articles in our knowledge base
• Testing new features prior to release - QA experience is a plus!
• Being the "voice of the customer" in our product meetings, relaying feedback, and offering ideas on how to improve the platform. Our team relies on your opinions as you have the largest insight on the customer

Who You Are

• Work Experience: 2 or more years of tech support or customer service via chat and phone (preferably in the SaaS/software space and with escalated customer service)
• High-Energy Multi-Tasker: This one is important! You must be able to juggle multiple ongoing conversations while maintaining great energy and composure.
• Empathetic: A desire to help users by asking questions, understanding intent, offering warm reassurance, and finding solutions. Patience with the less-tech-savvy is sometimes required, as is de-escalation at times too!
• Succinct: Ability to explain solutions in a concise yet easy-to-understand manner.
• Tech-Savvy Problem Solver: A familiarity with the Internet, SaaS, and the variety of browsers and devices available helps to dig into sometimes complex issues.
• Fun! Yes, for real, fun!: We have great relationships with our customers and each other as teammates. We send GIFs, make jokes, and are down-to-earth and authentic. We want you to be too!
• Real Estate Knowledge/Interest: Any experience related to real estate is beneficial but not required.
• Desire for Growth: We've grown quickly and intend to keep doing so. If you're looking for upward mobility and are willing to work hard there is a tremendous opportunity for advancement with Spectora! We want to nurture our team members' professional growth and career trajectory.
• Software Experience: If you've used HubSpot, Intercom, Gitlab, Slack, Trello, CloudApp, Skitch, or similar software that's a bonus!
• Adaptability: This is a fast moving startup, our policies, team structure, goals, and everything in between can change at a moment's notice. You need to be someone who thrives in an environment with less structure
• Tenacity: We are a small but mighty team pushing a boulder up a hill. We need every team member to be the strongest link. There will be failures, but we keep getting back up 

We encourage you to apply even if you don’t meet every bullet point. We are people, not checklists, and we hire as such!

Application Instructions:

Want to go the extra mile or make your resume stand out? Email [email protected] with your CV and a personalized note or video on why you'd be a great fit. Show us who you really are. We want to get to know YOU!

Salary Info: Base salary is $45,000 per year, OTE with quarterly bonuses is an additional $4,500 per year.

Spectora values and celebrates a diverse workforce. We strongly encourage women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. We are committed to creating an inclusive environment for all employees and applicants, free of discrimination or harassment.