Customer Success Specialist

About BiggerPockets

BiggerPockets is the leading resource for anyone looking to succeed in real estate investing. We offer content, tools, and a community of over 2,000,000 members to help people avoid mistakes; learn valuable tips; find partners, deals, and financing; and make the best investment decisions.

Our mission at BiggerPockets is to help people achieve financial freedom through real estate investing. Since 2004, we’ve helped investors get their first (or next) deal through a unique combination of immersive education, deal analysis tools, and a supportive community.

About the Marketplace Team

The BiggerPockets Marketplace team is dedicated to empowering real estate investors by providing them with a curated network of investor-friendly agents, lenders, property managers and tax professionals through our finding tools on BiggerPockets.com. We have our Featured Programs, “Find an Agent” and “Find a Lender” active on the site now and we are expanding to new business lines this year. We actively seek out professionals who specialize in working with investors, ensuring that their participation in our Featured Programs maximizes the value they receive. In doing so, we develop a deep understanding of our customers' needs to continuously improve the marketplace to benefit both the investor and the customer.

Role Summary

The Customer Success Support role exists to support the success of the BiggerPockets Marketplace by:

• Ensuring that Featured professionals are receiving the highest level of value possible from the Featured Program.
• Collaborating with the sales team at BiggerPockets focusing on efficiency, education, and timeliness of onboarding being of top priority.
  

Key Role Responsibilities

• Influence a high level of client satisfaction through CSAT results, resulting in a healthy retention rate of 90% or higher to boost customer retention and earn long-term loyalty.
• Communicate regularly with customers to understand their business drivers, evaluate satisfaction and identify upcoming needs.
• Ensure that Featured professionals are onboarded in a timely manner.
• Ensure a smooth transition for customers between sales and post-sales support through meetings, phone calls, emails, and texts.
• Ensure clients are maximizing the effectiveness of our products, increasing renewal rates and reducing churn.
• Update and create support documentation including FAQs, Training Videos and Educational materials.
• Be the “voice of the customer” by advocating for our clients within BiggerPockets.
• Help to create and maintain customer support and customer success processes and systems.
• Resolve escalated customer support tickets.

Key Performance Metrics

• Monthly meeting goals and activities
• Monthly churn rates
• Onboarding ticket times
• Consumer outreach and follow up 

About You

• 3+ years of experience in a customer service/success role
• A genuine desire to help BiggerPockets Featured Program be successful 
• Strong verbal and written communication skills
• Demonstrated ability to create and implement new processes from scratch
• Committed to consistently learning and improving 
• Enjoy listening and understanding customer needs 
• Flexible and adaptable
• Experience using a CRM (Hubspot Ideal)

Compensation

• $50,000 - $60,000 based on experience
• 10% yearly bonus based on company performance

BiggerPockets is Proud to be an EOE/Veterans/Disabled/LGBTQ+ Employer!

• We celebrate, support, and encourage being different for the benefit of our team members and community. We do not discriminate on the basis of race, color, religion, age, sex, gender identity, sexual orientation, national origin, political affiliation, marital status, non-disqualifying physical or mental disability, genetic information, membership in an employee organization, retaliation, parental status, veteran status or other non-merit factors.
• We celebrate diversity and are committed to creating an inclusive environment for all team members. All employment offers are decided on the basis of qualifications, merit, and business need.

* Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice*

Benefits

• Medical, dental, and vision benefits
• Tuition reimbursement & career development
• 401k package
• Paid parental leave
• Flexible Paid time off
• 12 company-paid holidays per year
• Community service & volunteer opportunities
• Amazing team & fun culture with lots of team events
• Learn more about real estate investing