Client Support Specialist

Overview:

We’re a seed-stage company with a small, focused engineering team, 80+ clients, and quickly growing revenue. Being backed by a phenomenal group of investors, cooperative customers, and 25+ of the industry’s most influential advisors, gives us the access and resources to build things right and think for the long term.

We are looking for client support specialists to assist with our growing customer base and ultimately ensure our clients have an excellent experience using our product and resolving issues. You will play an important role in delivering a world-class customer experience to Cubby’s customer base and act as a key resource for platform expertise both externally and internally.

Self-storage is the fastest growing asset class in commercial real estate – surpassing $50 billion annually in the U.S. last year. There are more than 70,000 self-storage properties in North America, operated by more than 35,000 independent business owners who provide service to tenants. Cubby’s mission is to empower self-storage operators to grow their independent and family-owned businesses by optimizing the process and minimizing administration efforts.

Responsibilities:

• Investigate and troubleshoot internal and customer reported issues; 
• Log defects and provide follow ups to the clients;  
• Work with other teams to ensure a consistent client experience; 
• Develop processes to drive the Cubby Help Center scale; 
• Act as a liaison between customer feedback and our product team; 
• Understand how the Cubby platform works and be able to explain all functionalities and tools to the clients; 
• Support our clients from the hours of 4 PM to 1 AM & 6PM to 3AM EEST/EET rotation, with working days from Monday to Friday.

Requirements:

• 2+ years of customer support experience with email and live chat; 
• Proven excellence in a customer service role, ideally within the SaaS industry; 
• Excellent written and verbal English skills; 
• A strong desire for creative problem-solving with a positive attitude; 
• Ability to maintain composure under pressure; 
• Ability to work both independently and in a team environment; 

Nice-to-have:

• Experience with Linear and Intercom; 
• Experience working in a startup; 
• Familiarity with CRM, Payments, Real Estate Accounting, Customer Messaging, Fintech Lending, and/or e-commerce checkouts. 

What you can expect if you join us: 

• Generous remuneration package; 
• Options/Shares incentive program based on contribution; 
• Additional health insurance; 
• Fully covered Multisport card; 
• Company-sponsored team lunch once a week; 
• Working with highly qualified and experienced technical team members; 
• Company-sponsored team building activities and events.