About Perchwell

Perchwell is a distributed team of intellectually curious and passionate individuals who are working together with forward-thinking MLS and brokerages on a mission to change the real estate industry. As a complete market intelligence, search and collaboration solution, we enable agents to differentiate themselves by more effectively serving their clients, and grow their business as a result.

As a team, we have diverse backgrounds, interests and lifestyles, but we are united by our values. We do exceptional work, pay attention to the details, build great products, and have a positive impact on the industry we serve.

Built in NYC, one of the most competitive real estate markets in the world, our clients include top local and national brokerages, which serve as natural distribution channels as we launch in new markets across the country.

Already profitable and growing rapidly, we’re using our recent Series A (Founders Fund, Lux Capital) to launch into new markets across the US, with target revenue growth of 10x and team growth of 5x within the next 12 months.

About the Role

Perchwell is looking for a world-class teammate to help build our customer success and support functions.

We're still a small team, but we're growing fast, and as we continue our expansion into new markets across the US, we need team members that can help us grow, onboard new customers, support their engagement with our products, and grow the accounts.  Reporting to the Manager of Customer Success, you will be responsible for supporting our customers, and assisting with the strategic vision of Perchwell. This includes onboarding, growing and retaining customers. 

Key Responsibilities

• Maintain a detailed understanding of products and services 
• Handle customer support and product inquiries within the standard SLA
• Assist customers with questions and suggest the best practices for their business needs
• Multi-task and track dozens of open tickets at various stages of completion
• Communicate the root cause to customers, and offer training as needed
• Drive higher product adoption, customer satisfaction and overall health scores
• Review customer complaints and concerns and seek to improve all aspects of the customer experience
• Proactively identify customers experiencing repeated issues or requests that are not resolved to their satisfaction. Escalate issues, as needed
• Advocate for the overall customer experience with the Product team and help shape the roadmap of Perchwell
• Reduce churn and drive new business growth through greater advocacy and reference ability

Job Requirements

• 3-5 years experience in a SaaS customer facing role (support, customer success or customer service) 
• Ability to think analytically, develop processes, solve problems, and communicate clearly
• Excellent written and verbal communication skills
• Real estate experience a plus, but not required
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Able to collaborate across the organization and with external stakeholders