Associate Product Support Specialist

Buildout is a family of CRE software products and services that help the best brokers to find, win, market, and transact properties to maximize their deal efforts and maximize wins. Our core belief is that successful commercial real estate is broker-led, but tech-enabled. That we play a critical role in maximizing the brokers time to focus on what they do best. As a result, Buildout has become the not-so-secret weapon for more than 150,000+ brokers and investors. Ultimately, we exist to serve the entire CRE industry and because of that unwavering focus, all the best brokers use Buildout. Learn more about who we are, what we do, and why we’re changing the face of CRE tech on our website: https://buildout.com/. 

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 requests to provide them with exceptional 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.

• 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, Development, and Account Management, 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

• Highly 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 technical support role

  • Experience supporting multiple SaaS products preferred

• Experience working in a customer-facing role and strong passion for making customers successful

• Excellent written and verbal communication skills with ability to explain complex topics to customers in a simple way

• Strong judgment to determine the most effective communication method to resolve customer issues and prevent escalations, with a fearless relationship to the phone and screen-sharing

• Adept at leveraging AI tools and methodologies for innovative problem-solving and enhanced decision-making

• 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

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.

Location: We are HQ’d in Chicago, but operate 100% remotely. As such, this is a remote role open across most of the US.

Compensation: The compensation range for this position is $48,000 - 55,000.

Reporting To: Sam Carlson, Team Lead of Product Support

This program includes:

• Impactful insurance and benefit options, including 100% coverage of employee dental and vision insurance premiums, HSA seed, company-paid STD, LTD,  life insurance, and telemedicine, and a wellness benefit of $400/year.

• Policies that support a healthy work/life harmony, including Flexible PTO, 14 paid company holidays, paid parental leave, and give back days

• 401(k) with 4% company match and immediate vesting

• A fully remote work culture with a monthly remote work reimbursement ($600/year) to support our distributed team and an annual, in-person company kickoff

• 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

Buildout is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, marital status, order of protection status, citizenship status, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. 

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information and we will consider your request. 

Below, you will be asked to complete identity information for the Equal Employment Opportunity Commission (EEOC). It is required by law that we ask these questions using the format provided by the EEOC. However, we want you to know that at Buildout, we understand that gender is not binary and welcome people of all identities.

For more information about our privacy practices please visit our Privacy Policy. By submitting your application, California residents consent to Buildout processing your personal information for the purpose of assessing your candidacy for this position in accordance of our Privacy Notice for Prospective California Employees.

Compensation Range: $48K - $55K