Real Estate SaaS Customer Support Agent (Full-Time Remote)

Company: REsimpli
Position Type: Full-Time | Remote
Schedule: Monday–Friday | 40 hours/week
Compensation: Hourly rate based on experience and qualifications

About REsimpli
REsimpli is a fast-growing SaaS company helping real estate investors streamline and scale their businesses through innovative technology. Our mission is to make real estate investing simpler by providing powerful tools, exceptional support, and a customer experience that helps our users succeed.

Role Overview
We are looking for a Customer Support Agent who is responsive, patient, detail-oriented, and genuinely enjoys helping people solve problems.

In this role, you will be responsible for providing timely and accurate support to REsimpli customers when they have questions, encounter issues, or need assistance using the platform. You will communicate with customers through live chat, email, Zoom, and other support channels to understand their needs, troubleshoot problems, provide clear solutions, and escalate issues when necessary.

You will work closely with Customer Success, Product, and other internal teams to ensure customer issues are properly documented, communicated, and resolved.

Key Responsibilities
- Respond to customer questions and support requests through live chat, email, Zoom, and other communication channels in a timely and professional manner.
- Troubleshoot product-related questions and issues and guide customers through appropriate solutions.
- Help customers understand how REsimpli features and functionality work.
- Identify the root cause of customer issues and provide clear, accurate, and easy-to-follow instructions.
- Reproduce and document issues when appropriate to help internal teams investigate and resolve them.
- Escalate bugs, technical issues, product limitations, and complex customer concerns to the appropriate internal team.
- Follow up on escalated issues when necessary and ensure customers receive appropriate updates.
- Accurately document customer conversations, reported issues, troubleshooting steps, and resolutions within company systems and CRM/support tools.
- Identify recurring customer questions or issues and communicate patterns and feedback to leadership and Product.
- Follow established support workflows, SOPs, quality standards, and escalation procedures.
- Contribute to internal documentation, help resources, FAQs, and knowledge base content based on common customer questions and issues.
- Maintain a professional, patient, and solutions-oriented approach, including when working with frustrated customers.
- Collaborate with Customer Success Managers to communicate customer issues or concerns that may impact adoption, satisfaction, or retention.

What We're Looking For
- 1–2+ years of experience in Customer Support, Technical Support, SaaS Support, or another customer-facing support role.
- Familiarity with REsimpli and/or experience using the platform.
- Experience in real estate, particularly real estate investing, wholesaling, or working with real estate investors.
- Experience supporting SaaS products, CRM platforms, or business software preferred.
- Strong written and verbal communication skills.
- Excellent troubleshooting and problem-solving abilities.
- Ability to understand a customer's problem, ask the right questions, and determine the appropriate solution or next step.
- Ability to explain technical concepts and software functionality clearly to customers with varying levels of technical experience.
- Strong attention to detail and accurate documentation habits.
- Ability to manage multiple customer conversations and support requests while remaining organized and responsive.
- Comfortable using chat, email, Zoom, CRM systems, ticketing systems, and other customer communication tools.
- Ability to remain calm, patient, and professional when handling frustrated or upset customers.
- Strong sense of ownership — you take responsibility for getting an issue to the appropriate resolution rather than simply passing it along.
- Self-motivated, dependable, and able to work independently in a remote environment.
- Willingness to learn REsimpli's product, workflows, and the needs of our real estate investor customers.

Nice to Have
- Experience supporting SaaS products or CRM platforms.
- Experience with customer support ticketing systems or help desk software.
- Experience troubleshooting software or technical issues.
- Experience working with APIs, integrations, automations, or other technical software functionality.
- Experience working with real estate investors, sales teams, or technology-based businesses.
- Experience creating or maintaining knowledge base articles, FAQs, or support documentation.

Remote Work Requirements
As a remote team member, you are expected to maintain:
- Reliable high-speed internet service.
- A professional, distraction-free workspace suitable for customer interactions.
- Equipment capable of supporting company software and video conferencing.

You will also be expected to:
- Maintain your assigned work schedule and remain available during scheduled hours.
- Respond to customer requests within established response-time expectations.
- Communicate proactively with your team and leadership.
- Follow company processes, SOPs, escalation procedures, and quality standards.
- Maintain accurate and timely documentation of customer interactions.

Benefits
Following successful completion of the introductory period, eligible team members will receive:
- Paid time off (PTO) in accordance with company policy.
- Paid holidays in accordance with company policy.

How to Apply
To be considered for this position, please submit:
1. Your resume.
2. A short introduction video recording.

Please ensure all required application materials are submitted. Incomplete applications will not be considered.

Join REsimpli and help us deliver fast, knowledgeable, and exceptional support to the real estate investors who rely on our platform every day.