Customer Service & Support Specialist

We're the team behind a rapidly scaling, AI-powered software platform built for the corporate housing and property management industry — the all-in-one system operators turn to automated guest communication, integrated CRM, reservation management, and AI-driven operations. As demand surges across the industry, we're not just building software — we're building the smartest, most connected platform in the space, and we're doing it fast. We've teamed up with Handoff to bring on board top-tier talent as we scale — people who want in on a growing company at the ground floor, working shoulder-to-shoulder with the founders building the product that's redefining how this industry operates. RESPONSIBILITIES Customer Support & Technical Assistance: Serve as the primary point of contact for customers, providing timely and professional technical support. Troubleshoot product issues, answer customer questions, and resolve software-related inquiries through online support channels. Build trusted relationships with customers by delivering an exceptional support experience. Customer Onboarding & Product Training: Lead onboarding sessions for new customers, ensuring they are successfully set up and confident using the platform. Conduct live one-on-one walkthroughs and product demonstrations tailored to customer needs. Guide customers through key workflows and platform features to maximize adoption. Product Expertise & Customer Success: Become the internal subject matter expert on the company's software platform. Proactively recommend best practices, workflow improvements, and creative solutions that help customers align their business processes with the software. Support internal teams by sharing product knowledge and customer insights. Knowledge Base & AI Enablement: Use AI tools to create, maintain, and improve help center articles and customer documentation. Continuously identify opportunities to enhance self-service resources and improve the customer experience. Assist with technical content creation and knowledge management initiatives. Data Management & System Support: Perform customer data imports and other data-entry tasks with a high level of accuracy. Maintain organized customer information while ensuring data integrity across internal systems. Support additional operational tasks related to customer account management when needed ABOUT YOU 2+ years of experience in customer support, customer success, software implementation, or a similar client-facing role. Professional English proficiency (C1/C2), with excellent written and verbal communication skills. Strong technical aptitude and the ability to quickly learn complex web-based software platforms. Confidence troubleshooting software issues and explaining technical concepts to non-technical users. Experience using AI tools to improve productivity, documentation, or technical workflows. Excellent problem-solving, organization, and time management skills. Comfortable working independently in a fast-paced, startup environment. Availability to work during Eastern Time (U.S.) business hours NICE TO HAVE Previous experience supporting SaaS or cloud-based software platforms. Experience conducting customer onboarding, product training, or software implementation sessions. Familiarity with CRM platforms, help desk systems, or knowledge base software. Experience working with customers in the corporate housing, property management, hospitality, or real estate industries is a plus. WHY YOU’LL LOVE IT Work directly with company founders in a highly collaborative environment. Become a key contributor in a growing software company where your impact is immediately visible. Develop deep expertise in a modern SaaS platform while expanding your technical and customer success skills. Enjoy a role that combines customer interaction, problem-solving, product education, and process improvement. Join a fast-moving team that values initiative, continuous learning, and ownership.