POSTED July 10

Customer Support Representative II at LeadSimple

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

We are currently hiring exclusively in Latin America for this position.

🚀 Apply Here

We’re a small team solving big problems in the property management industry. Bootstrapped since 2013, we're passionate about helping small businesses simplify growth and streamline operations, providing the leading CRM in our space.

We are looking for a Customer Support Representative II to join our amazing team of A-players and drive instant impact for our customers. We are hiring people who have done it before.

Are you sure you're qualified for this role?

  • Have you been responsible for troubleshooting Tier 2 support issues for B2B SaaS products and effectively communicating with technical teams?
  • Have you handled escalated client requests via call, chat, or email with a 30-minute first response time and a 2-hour time to close while maintaining a 94% CSAT score?
  • Have you asked probing questions to identify root causes and decipher whether there's a need to realign expectations, educate the client, or create an issue for the engineering team?
  • Do you have experience with support tools such as Intercom, Zendesk, Salesforce, or HubSpot? And possibly other tools like Twilio, Zapier, Linear, and AppFolio?
  • Do you have knowledge of integrations, APIs, and other engineering concepts?

Are you sure you're up to what we're up to?

  • Do you embrace challenges as a pathway for your own growth?
  • Have you embraced difficult conversations with colleagues?
  • Do you have a track record of providing feedback to peers and leaders to reach goals?
  • Are you able to articulate what growth looks like for you?

Expectations for your first 90 days:

  • Become confident in resolving customer issues independently within 50-60 days. The goal is for 75% of tickets to be handled autonomously.
  • Each representative is expected to share the workload equally among the team. For instance, with 4 reps and a manager, each would handle approximately 25% of the weekly ticket load.
  • Each team member is required to update or write at least one help article per month.
  • Our core value of customer obsession is paramount at LeadSimple. We expect a CSAT score of 94%.
  • Dig deep into the product and help articles on your own to gain stellar product and industry knowledge.
  • Gain proficient knowledge of the other tools we use to support our clients.

A day in the life of…

  • Customer-Centric Approach: Cultivates strong and enduring relationships with clients across all levels through professional communication, fostering loyalty.
  • Problem Resolution Proficiency: Demonstrates adeptness in addressing client inquiries and concerns with the utmost professionalism, respect, and courtesy.
  • Consultative Expertise: Possesses a deep understanding of LeadSimple's capabilities, effectively communicating this to clients in an engaging manner for accurate internal handoffs.
  • Coachability and Continuous Improvement: Open to feedback and guidance, actively seeking opportunities to enhance skills and knowledge for role advancement.


  • Pay rate at $25,000 USD per year
  • 8 Company Holidays + Week off at Christmas
  • 6 weeks Paid Time Off (5 weeks Vacation, 1 week Sick)
  • 1 Volunteer day with the organization of your choice
  • Birthday lunch on us 🎂
  • Monthly Healthcare Allowance
  • Monthly WFH Allowance
  • Yearly Vacation Allowance
  • Fun and outcome driven work environment with a smart, hard working team
  • Location independence
  • Mission driven company and values-based culture

Selected candidates might have written assessments and multiple interviews with different people. We’ll do whatever it takes to get the right person in the right seat.

The long version of our story: Back when web 2.0 was a thing (get off my lawn!) LeadSimple’s founders started a lead generation business connecting landlords with property management companies. Witnessing the challenges lead buyers had closing deals led into a natural segue to build out an industry-specific CRM which became the de-facto industry standard. Fast forward to 2020 when we released a process/workflow suite to move from the sales side of our clients business into the heart of day-to-day operations. The market was hungry and responded aggressively to the new direction, which led us to double down with growth and additional product expansion.

In summary...

You can do it in an office
You can do it from home
We really don’t care
As long as it’s known 👇

What matters is this…
When the chips are down
And your back is against the wall
Can we count on you to make the right call?

Judgment, intuition, or care by another name
We call it “Owning The Outcome” - because it really is the whole game
Have the customers back, and they will treat you the same

If you can do that
Then we’re birds of the same feather
So come join our team and we’ll make music together. 

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