Customer Solutions Associate

About the Company

Perchwell is the modern real estate listings platform built for agents to search smarter, collaborate better, and close deals faster. Backed by leading venture capital firms including Lux Capital and Founders Fund, Perchwell is transforming the residential real estate industry with AI-powered features and mobile-first capabilities.

Responsibilities

• Act as the frontline owner of customer issues from initial inquiry through resolution
• Investigate and diagnose complex product issues across data, workflows, and system configurations
• Collaborate with Product and Engineering to escalate bugs and advocate for long-term fixes
• Train, test, and improve AI support tools to ensure accurate and scalable customer support
• Create and maintain help center articles and troubleshooting guides
• Identify patterns across customer issues to surface systemic problems and opportunities for improvement
• Improve support workflows, processes, and tooling to increase efficiency

Requirements

• 2 to 6 years of experience in solution architect, customer success, or technical support roles
• Experience owning ticketing systems such as Intercom, Zendesk, or Salesforce
• Experience with AI-enabled support tools or automation systems
• Strong written and verbal communication skills
• Proven ability to troubleshoot issues and explain solutions clearly
• Ability to manage multiple priorities in a fast-paced, start-up environment

Preferred Qualifications

• 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