Findigs is on a mission to make renting work for all of us, simplifying the way forward in the rental process. The Customer Success Associate will ensure clients have a seamless experience with the Findigs platform, managing customer inquiries and collaborating with internal teams to enhance customer satisfaction.
Responsibilities
- Serve as the escalation point for our SMB customers, managing inbound inquiries via email, chat, and phone
- Triage, troubleshoot, and resolve customer issues, documenting and escalating technical bugs to our Engineering team with clear and concise tickets
- Conduct periodic, proactive client outreach to ensure ongoing engagement, monitor product usage, and share best practices
- Become a product expert and contribute to our customer-facing Knowledge Base, creating articles, tutorials, and guides that empower users and enable self-service
- Serve as the voice of the customer, translating their feedback into actionable insights for our Product and Engineering teams to drive product improvement
- Collaborate with the Implementation team to ensure a seamless post-sale handoff and onboarding experience for new clients
- Monitor customer health to proactively identify and address potential issues, driving platform adoption and mitigating churn
- Identify potential upsell and cross-sell opportunities
- Contribute to the continuous improvement of our customer success processes, tools, and playbooks
- Maintain accurate client documentation, including training records, escalations, and engagement history
Skills
- 1+ years of experience in a customer-facing role (e.g., Customer Support, Customer Success, Account Management), preferably in a B2B SaaS environment
- Bachelor's degree or equivalent practical experience
- Exceptional written and verbal communication skills, with a knack for clear, empathetic, and efficient correspondence
- A high degree of technical aptitude and the ability to learn new software quickly
- Experience with customer support platforms (e.g., Zendesk, Intercom, Jira) and/or CRMs (e.g., HubSpot, Salesforce)
- Strong problem-solving skills and the ability to navigate ambiguous customer situations
- Willingness to embrace the unstructured, fast-paced environment of a high-growth startup
- Prior startup experience
- Experience in Proptech or Fintech
- Experience creating content for a knowledge base (articles, videos, FAQs)
- Familiarity with tracking and influencing customer success metrics (e.g., NPS, CSAT, Time to Resolution)
Benefits
- Health benefits
- 401(k) matching up to 4%
- Monthly gym stipend
- Lunch provided every day
Company Overview
Findigs is the rental screening and decisioning platform made to get renting right. It was founded in 2018, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is https://www.findigs.com.
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