Our client, a technology company building a unified platform for CapEx planning and execution, is seeking a Customer Support Specialist to join their team.
Their platform replaces fragmented spreadsheets and email workflows by connecting long-term planning, budgeting, and day-to-day execution across the full CapEx lifecycle. It is widely used by real estate owners and operators managing complex capital expenditure programs.
This role is focused on ensuring customers have a seamless experience using the platform, with fast, accurate, and high-quality support.
The primary function of this role is to provide responsive, high-quality customer support while helping users successfully navigate and adopt the CapEx management platform across planning, budgeting, and execution workflows.
Serve as the first point of contact for customer inquiries via email, chat, and support tickets
Troubleshoot user issues related to platform functionality and workflows
Diagnose and resolve common technical and operational issues efficiently
Escalate complex bugs or system issues to internal technical teams with clear documentation
Guide customers through platform features including planning, budgeting, and CapEx tracking tools
Assist users in understanding workflows and best practices within the system
Support onboarding of new clients and ensure smooth adoption
Provide clear, professional, and timely responses to customer requests
Maintain high standards of customer satisfaction and responsiveness
Ensure all interactions are documented accurately within support systems
Identify recurring customer issues and surface trends to internal teams
Contribute to improving help documentation, FAQs, and support processes
Collaborate with product and engineering teams to improve user experience
3–5 years of experience in customer support, SaaS support, or technical support roles
Strong English communication skills (written and verbal)
Experience supporting software or platform-based products
Ability to troubleshoot and logically resolve user issues
Strong attention to detail and organizational skills
Comfortable working independently in a remote environment
Experience with B2B SaaS platforms, especially in real estate, finance, or operations software
Familiarity with CapEx, construction, or real estate operations workflows
Experience using support tools such as Zendesk, Intercom, or similar platforms
Strong problem-solving mindset with a customer-first approach
Fully remote position
Schedule: Monday–Friday, 8:00 AM – 4:00 PM EST
Full-time role with consistent daily customer interaction
Opportunity to support a modern platform transforming CapEx management for real estate operators
Direct impact on customer success and product adoption
Collaborative environment with product and engineering teams
Exposure to enterprise workflows in real estate and capital planning
Support professionals who enjoy helping users succeed in complex software systems
Detail-oriented communicators who can simplify technical concepts
Candidates who thrive in structured, fast-moving SaaS environments
Problem-solvers who enjoy improving customer experience and workflows
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