Customer Care Representative at CrowdStreet
Portland, OR, US

Working at CrowdStreet

We are a team dedicated to transforming the world of commercial real estate (CRE) through technology.   Our online Marketplace gives investors unparalleled access to CRE investment opportunities. Founded in 2014, CrowdStreet believes that the markets are stronger when they are more accessible, transparent, and efficient. For everyone. 

Our momentum is building; we’ve just crossed over the $500 million mark in CRE investing, which demonstrates that online investing is here to stay. We are the winner of the 2019 Rising Star Award in the annual Oregon Technology Awards and the 2018 CRETECH Crowdfunding & Capital Sourcing Award.

Our headquarters are in downtown Portland overlooking Pioneer Square, the “living room” of the city. We offer great benefits, a fantastic culture, and a dog-friendly office. We consider applicants for all positions without regard to race, color, religion, national origin or ancestry, gender, age, disability, veteran status, or any other legally protected status under local, state, or federal law.

About the Role

To support our company’s rapid growth, we are hiring a Customer Care Representative reporting to the VP of Customer Success to join our team and assist us in building a world-class customer care and support organization.  The team will manage service issues within the company’s investor membership and facilitate the CrowdStreet Marketplace investment transaction processes. The role will require heavy interaction with multiple internal departments (Sales, Investments, Product and Development, & Management), and external customer facing activity.

What You'll Be Doing

  • Provide our customers (real estate sponsors and investors) and partners with an excellent, timely and positive experience by providing top rated support and training on all inquiries and requests for information

  • Execute on processes and procedures to meet SLAs and Support KPIs

  • Execute on processes and procedures to resolve, triage, investigate or escalate, inbound customer care incidents on the CrowdStreet platform and from third party services integrated into the platform including: DocuSign, VerifyInvestor, SendGrid, Celery, Sentry, and AWS

  • Set appropriate expectations on timing and path to issue resolution for all customers using your exceptional communication and technical skills

  • Identify customer concerns and other opportunities to augment customer relationships

  • Serve as product expert on CrowdStreet Marketplace and Investor/Sponsor investment transaction workflow to guide customers through all stages of the active investments.

  • Partner with the Product team to identify and escalate high and critical defects for expedited resolution

  • Identify product defects, document issues in Jira and partner with Engineering and Quality Assurance teams to identify root causes and workarounds

  • Manage Zendesk environments to provide the ideal customer experience and as a tool to communicate and manage issues to resolution

  • Execute on processes and procedures to capture feedback from customer Forums and all other inquiries from the CrowdStreet Platform

  • Participate in our proactive and continuous customer education program (identify/design/develop instructor-led, online learning programs) though usage of existing content and collateral library

  • Partner within the Customer Success Organization to host monthly webinars, group based, and 1-1  trainings

  • Support all CrowdStreet and Customer Success team goals and initiatives

What We Must Have

  • Superior organization skills and proven verbal and written communication skills

  • Customer-centric attitude to listen with empathy and the ability to explain both technical and non-technical issues

  • This is an entry-level position for those seeking an opportunity to gain experience in Customer Care, investor relations, commercial real estate, private investments, or project management

  • Prior experience in Customer Support or Investor Relations is a plus

  • Demonstrated ability to work with internal and external teams to complete project tasks and track statuses

What is Nice to Have

  • Experience using SQL to identify root causes of data related issues, and write/execute scripts to resolve data problems

  • Technical skills necessary to conduct root cause analysis, including relational database understanding, good SQL experience and a problem solving mindset

  • Commercial Real Estate industry experience

  • Finance or Business background

  • Experience implementing, configuring and/or using accounting, ERP, banking, financial or business management solutions

  • Experience with Zendesk, Trello or other project management tools

How to apply

Please submit your resume online with a cover letter stating:

1) Why you’re interested in working for CrowdStreet, and

2) A brief summary of how you meet each of our qualifications (including the “nice to haves”). The best way to do this is to copy/paste the requirements bullets and put a brief answer after each summarizing your relevant experience.