Customer Success Associate

United States·Santa Monica,Santa Monicamid

OtherCustomer Success ManagerCustomer Success AssociateCustomer Success

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customer-success

As a Customer Success Associate at Two Dots, you will play a crucial role in ensuring our leasing agent clients receive exceptional support. Your primary responsibility will be to guide them through our income verification and fraud detection software for their rental applications. You will be their first point of contact for any support issues or inquiries, ensuring they have a seamless and positive experience with our software.

Client Support: Provide exceptional support to leasing agent clients, addressing their questions, troubleshooting issues, and guiding them through our software via both phone and chat.

Product Understanding: Become an expert on our income verification and fraud detection software to support clients and guide them to maximize its value effectively.

Client Onboarding: Assist in onboarding new clients, ensuring they understand how to use our software effectively and efficiently.

Feedback Gathering: Collect and communicate client feedback to the appropriate internal teams for product development and improvement.

Customer Satisfaction: Monitor customer satisfaction and identify opportunities to improve our support and services.

Documentation: Maintain and update customer documentation and training materials.

Collaboration: Collaborate with the Customer Success Lead and other team members to achieve our customer success goals.

1+ years of experience in customer service, customer success, or a similar role.

Strong understanding of the residential real estate industry, particularly leasing processes.

Excellent communication and interpersonal skills.

Problem-solving and conflict-resolution skills.

Proficient in using customer service software and CRM systems.

Ability to multitask and manage time effectively.