# Customer Solutions Associate

**Company:** [Perchwell](https://hotfix.jobs/companies/perchwell)
**Location:** New York, NY
**Role:** Support Engineering
**Salary:** $90k – $115k/yr
**Experience:** 2+ years
**Skills:** Ticketing Systems, Intercom, Zendesk, Salesforce, Ai Support Tools, APIs, Integrations, Data Workflows, SaaS Platforms
**Posted:** 2026-06-29

> Frontline customer support role owning issues from intake to root-cause resolution. Investigate technical problems, improve AI support tools and documentation, surface product insights, and scale support operations for a real estate SaaS platform.

## Job Description

## 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.

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