Perchwell
Customer Solutions Associate
New York Office
Work authorization requiredDetected 22 days ago
SalesforceCustomer SuccessCustomer SupportZendeskIntercomResearchCommunicationCollaborationProblem SolvingOrganizational Skills
About the role
- Perchwell is the modern real estate listings platform built for agents to search smarter, collaborate better, and close deals faster. We are building the future of residential real estate's critical listings infrastructure: a platform where market research and client collaboration converge. Our modern architecture enables continuous innovation at a pace
- legacy systems cannot match, with AI-powered features and mobile-first capabilities designed for how agents actually work. As consumer expectations and technology evolve, Perchwell remains focused on our core vision: empowering real estate professionals with the most intelligent, data-driven, and connected platform in the industry.
Responsibilities
- Deliver a high-quality, empathetic experience while maintaining strong response and resolution times
- Collaborate with Product and Engineering to escalate and resolve bugs, and advocate for long-term fixes
- Develop deep expertise in Perchwell's data models, workflows, and integrations
- Train, test, and improve Perchwell's AI support tools to ensure accurate and scalable customer support
- Create and maintain help center articles, internal and external troubleshooting guides, and increase adoption
- Contribute to building a best-in-class support system that reduces friction and increases self-service success
- Support reporting and analysis that tracks trends in customer experience and product performance
- Improve support workflows, processes, and tooling to increase efficiency and scalability
- Create and maintain clear documentation that enables faster resolution and reduces repeat issues
- Partner cross-functionally to improve the end-to-end customer experience, not just individual interactions
Requirements
- 2 to 6 years of experience in solution architect, customer success, or technical support roles
- Experience working with and owning ticketing systems (Intercom, Zendesk, Salesforce, or similar)
- Experience with AI-enabled support tools or automation systems
- Proven ability to troubleshoot issues and explain solutions clearly
- Strong written and verbal communication skills with a customer-first mindset
- Highly organized with the ability to manage multiple priorities in a fast-paced, start-up environment
Nice to have
- Experience supporting SaaS or data-driven platforms
- Familiarity with APIs, integrations, or data workflows
- Exposure to real estate, MLS systems, or adjacent industries
- Analytical mindset with experience identifying trends from customer data
Skills
- Customer empathy and strong problem-solving ability
- Clear, concise communication
- Technical curiosity and systems thinking
- Attention to detail and organization
- Ability to identify patterns and drive continuous improvement
Benefits
- Flexible PTO, plus 10 paid company holidays
- Medical, dental, and vision plans
- HSA and FSA options
- Commuter benefits
- Parental leave
- AI support tools and documentation continuously improve in quality and coverage
Company info
- Perchwell is the modern real estate listings platform built for agents to search smarter, collaborate better, and close deals faster. We are building the future of residential real estate's critical listings infrastructure: a platform where market research and client collaboration converge. Our modern architecture enables continuous innovation at a pace legacy systems cannot match, with AI-powered features and mobile-first capabilities designed for how agents actually work. As consumer expectations and technology evolve, Perchwell remains focused on our core vision: empowering real estate professionals with the most intelligent, data-driven, and connected platform in the industry.
- Backed by leading venture capital firms including Lux Capital and Founders Fund, along with strategic partnerships with some of the country's top Multiple Listing Services (MLSs), Perchwell represents the first major new platform to enter the listings technology market in decades. This unique combination of institutional investment and deep industry alignment provides both the resources and market validation needed to transform the multi-trillion dollar residential real estate industry.
- We're looking for a Customer Solutions Associate who thrives at the intersection of customer experience, technical problem-solving, and operational improvement.
- Perchwell is the modern real estate listings platform built for agents to search smarter, collaborate better, and close deals faster.
- We are building the future of residential real estate's critical listings infrastructure: a platform where market research and client collaboration converge.
- Our modern architecture enables continuous innovation at a pace legacy systems cannot match, with AI-powered features and mobile-first capabilities designed for how agents actually work.
- As consumer expectations and technology evolve, Perchwell remains focused on our core vision: empowering real estate professionals with the most intelligent, data-driven, and connected platform in the industry.
- Backed by leading venture capital firms including Lux Capital and Founders Fund, along with strategic partnerships with some of the country's top Multiple Listing Services (MLSs), Perchwell represents the first major new platform to enter the listings technology market in decades.
- This unique combination of institutional investment and deep industry alignment provides both the resources and market validation needed to transform the multi-trillion dollar residential real estate industry.
- Solve customers' most pressing problems by identifying root causes, not just addressing surface-level symptoms
- Partner directly with customers to understand their workflows, goals, and blockers, and guide them to effective solutions
- Customers receive fast, accurate, and thoughtful support
Visa & Work Authorization
- At this time, we are only considering candidates who are authorized to work in the U.S.
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This listing is sourced directly from Perchwell's careers page and normalized into a canonical job model.