Online Support Representative at Luxury Presence

About this role

Luxury Presence is building the AI growth platform for real estate. Backed by Bessemer Venture Partners and other top investors, we're a Series C company that has hit $100M in annual recurring revenue. More than 90,000 real estate professionals, including over 30% of the WSJ Real Trends top 100 agents in the United States, use us to run and grow their business.

ABOUT THE ROLE
We are looking for an Online Support Representative to assist our customers with issues and requests when using our products and services.
An Online Support Representative’s include resolving customer queries, executing website requests, recommending solutions and guiding customers through features and functionalities.
To be successful in this role, you’ll need to practice empathy, quick thinking and at the same time be an excellent communicator with technical knowledge on the latest web standards with a keen eye for tasteful design. You should also be familiar with help desk software particularly Salesforce. Ultimately, you will help establish our reputation as a company that offers excellent customer support for our launched/live clients.
WHAT YOU’LL BE RESPONSIBLE FOR


Responding to customer requests and queries in a timely and accurate way, via Salesforce chat and/or email


Identifying customer needs and helping clients use specific features of our products


Analyzing and reporting product issues or concerns (for example, by testing different scenarios or replicating user issues)


Emailing clients and providing them with frequent updates


Reporting technical issues to the Product Team


Sharing feature requests and effective workarounds with team members




Gathering customer feedback and sharing it with our Product, Sales and Marketing teams




Assisting in training junior Customer Support Specialists


Supporting and assisting teammates


WHAT WE’RE LOOKING FOR


Experience as a Technical Customer Support Specialist or similar technical CS role


Experience on how website front-end and back-end systems work


Technical CMS, HTML, CSS/SCSS, Javascript and database knowledge is a plus




Experience using help desk software, remote support tools and other online software (Salesforce, Slack, Asana, Hubspot, Google Drive, ChatGPT, Coda, Canva, Claude)


Understanding on how CRM systems work


Excellent communication and problem-solving skills


Skilled at educating clients on our product features and guiding them toward effective solutions


Multi-tasking abilities and resourcefulness


Patience when handling tough cases, particularly live client websites


Degree in Information Technology, Computer Science, or a related field preferred (or equivalent practical experience).


Familiarity with the real estate industry is a plus


OTHER REQUIREMENTS


Must be a current resident of the Philippines


Willing to work graveyard hours if assigned, 5 days a week, 9 hours a day (with a one-hour meal break)


Own a laptop or desktop


Have a valid government ID


Have an existing bank account or willing to open one if hired


Have a stable internet connection that is at least 100 mbps and have a back-up connection too


Live in area where there is stable power supply that is not interrupted by constant power outages


Compensation
Additional Information
Join us in shaping the future of real estate
The real estate industry is in the midst of a seismic shift, and the future belongs to those who break new ground. As one of the fastest-growing companies in the proptech and marketing sectors, Luxury Presence challenges the status quo of what technology can do for real estate agents, leaders, and brokerages.
We're a team of agile and tenacious innovators working collaboratively to drive the industry forward. Together, we build game-changing products that empower modern real estate entrepreneurs to dominate their markets. From award-winning web design to agile SEO solutions to cutting-edge AI tools, we deliver tech that anticipates market shifts and keeps our clients ahead of their competition.
Founded in 2016 by Stanford Business School alum Malte Kramer, Luxury Presence has grown to a global team ranked on the Inc. 5000 fastest-growing companies list three years in a row. We're backed by world-class investors, including Bessemer Venture Partners, NextEquity Partners, Toba Capital, and Switch Ventures, and have raised $89 million to date.
More than 18,000 real estate businesses rely on our platform, including 30% of the Wall Street Journal RealTrends top agents and teams. Additionally, many of the industry's most powerful brokerages rely on Luxury Presence as a trusted business partner.
Every year since 2020, Luxury Presence has ranked on BuiltIn's Best Place to Work lists. HousingWire named our founder and CEO a 2024 Tech Trendsetter, we've received several Tech100 Awards, and we just scored an Inman Innovation Award for Best AI-Powered Platform.
Luxury Presence is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.