Customer Solutions Associate

Key Responsibilities

• Act as the frontline owner of customer issues, taking full responsibility from initial inquiry through resolution.
• Solve customers’ most pressing problems by identifying root causes.
• Partner directly with customers to understand their workflows, goals, and blockers, and guide them to effective solutions.
• Investigate and diagnose complex product issues across data, workflows, and system configurations.
• Collaborate with Product and Engineering to escalate and resolve bugs, and advocate for long-term fixes.
• Train, test, and improve Perchwell’s AI support tools to ensure accurate and scalable customer support.
• Identify gaps in automated responses and continuously improve knowledge sources and training data.
• Create and maintain help center articles, internal and external troubleshooting guides.
• Identify patterns across customer issues to surface systemic problems and opportunities for improvement.
• Translate customer feedback into clear, actionable insights for Product and Engineering.
• 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.

Qualifications

Required

• 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.
• Strong written and verbal communication skills with a customer-first mindset.
• Proven ability to troubleshoot issues and explain solutions clearly.
• Highly organized with the ability to manage multiple priorities in a fast-paced, start-up environment.

Preferred

• 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.

Benefits

• Flexible PTO, plus 10 paid company holidays.
• 401K with a company match.
• Medical, dental, and vision plans.
• HSA and FSA options.
• Commuter benefits.
• Parental leave.
• Company-wide onsite or offsite each year.
• Beautiful office in Soho, Manhattan with a stocked kitchen, catered breakfast and lunch once per week, happy hours and meet-ups.