Customer Success Associate
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Job description
Respage | Full-time | Fully remote | Must live in PA, NJ, DE
Role Summary
Respage is hiring a Customer Success Associate for a high-ownership, fast-moving Customer Success role. This is not a “light support” position—this is a demanding, accountability-driven role where you will manage a constant flow of client requests and take initiative head-on every day.
You will be the frontline owner of our Support Inbox and website/dashboard chat, responding to clients, triaging issues, documenting requests, and driving them to resolution. You will also be accountable for a small portfolio of clients, supporting weekly maintenance and proactive communication. You’ll partner closely with our Customer Success Managers (CSMs) to ensure client services are fully set up and supported—especially when new orders come in.
Alongside these Customer Success responsibilities, you’ll help create and manage social posts for Respage’s clients, support their reputation management, and complete special projects with our marketing manager as needed.
What You’ll Do (Key Responsibilities)
1) Support Inbox + Chat Ownership (Primary Responsibility)
- Own the daily flow of incoming support emails and client chat messages from our website and dashboard.
- Respond quickly and professionally, gather details, and provide clear next steps.
- Triage requests: determine if the issue is user error, setup gap, product limitation, or a possible defect—and route accordingly.
- Track requests through to completion with consistent client updates and follow-through.
2) Assigned Client Portfolio (Weekly Maintenance + Communication)
- Be accountable for a small group of assigned clients to support ongoing maintenance and weekly touchpoints.
- Maintain consistent communication cadence (weekly check-ins/status updates as appropriate).
- Track open items, requests, and follow-ups to ensure nothing slips and clients feel continuously supported.
- Proactively surface risks, recurring issues, or upcoming needs to the CSM team.
3) Setup Support + Proactive Order Assistance
- Partner with CSMs to ensure client services are set up completely and launch requirements are met.
- When new orders come in, proactively start your portion of the work immediately—no waiting to be told.
- Ask smart questions early (internally) to avoid delays, prevent rework, and keep rollouts moving.
- Maintain accurate documentation so internal teams can act fast and clients get consistent answers.
4) Issue Investigation + Problem Solving
- Research and troubleshoot client issues using available tools, internal documentation, and product context.
- Identify patterns and recurring issues, document them, and escalate when needed.
- Recognize potential bugs and work with technical teams to provide strong notes, reproduction steps, and impact.
5) Communication + Execution Discipline
- Deliver consistently strong written communication—clear, calm, and action-oriented.
- Manage multiple requests at once with strong organization, prioritization, and time management.
- Maintain a “finish the job” mindset: you own outcomes, not just responses.
Client Social Posts, Reputation Management + Marketing Projects
- Help create and manage social posts for Respage’s clients.
- Support reputation management for Respage’s clients.
- Complete special projects with our marketing manager as needed.
What This Role Requires (Must-Haves)
- Strong accountability and initiative: you take ownership, you don’t wait, and you see tasks through.
- Ability to thrive in a high-volume, request-driven environment where the work is always moving.
- Excellent customer-facing communication skills (email + chat): professional, clear, and empathetic.
- Strong judgment and problem-solving: you can quickly gather facts, diagnose, and decide what to do next.
- Strong organization and time management: able to prioritize competing requests and hit deadlines.
- Comfortable learning detailed services quickly and explaining them clearly to clients.
- Comfortable using Google Workspace (G Suite) and working daily in Slack, Teamwork Projects, and Teamwork Desk.
- Comfortable using ChatGPT as an ongoing productivity tool in daily workflows (drafting, summarizing, organizing, troubleshooting).
Preferred / Nice-to-Haves
- Prior experience in Customer Success, Support, or Account Services (especially in a fast-paced environment).
- Experience working with property management clients and/or familiarity with PMS systems like Yardi, RealPage, AppFolio, or similar.
- Comfort troubleshooting software workflows and translating issues into clear internal notes.
Core Traits for Success
- Ownership: takes responsibility for results and doesn’t drop balls.
- Urgency: moves quickly and keeps requests moving.
- Work ethic: consistently shows up ready to execute and improve.
- Adaptability: learns fast and stays calm under pressure.
- Initiative: looks for ways to help every day and asks “what’s next?”
Tools You’ll Use
Google Workspace (G Suite) | Slack | Teamwork Projects | Teamwork Desk | ChatGPT | Respage Dashboard | Zoho
Why You'll Love It Here:
Join an award-winning team that's reshaping the future of multifamily operations! Respage offers a fast-paced, fully remote environment that fosters career growth and advancement. We've been recognized as one of the Best Places to Work in Philadelphia and the multifamily industry, with 6 appearances on the Inc. 5000 list of Fastest-Growing Private Companies in America. We offer a competitive compensation package that includes a base salary, generous PTO, comprehensive healthcare, and a 401K with a generous match. This is your opportunity to make a real impact with us!
Originally posted on Himalayas
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