Customer Experience & Support Specialist (Part-Time)

At HR Profile, we connect talent with high-impact opportunities.
We are seeking a Customer Experience & Support Specialist (Part-Time) for a technology company operating a SaaS platform widely used by professionals in commercial real estate and finance. This role is essential for delivering a reliable, supportive, and customer‑centric experience.

Your Mission
You will support users throughout their entire journey on the platform—answering questions, resolving issues, anticipating friction points, and ensuring customers consistently receive value. You will be the primary user-facing voice, strengthening trust and ensuring a smooth and positive experience.

Main Responsibilities
-Respond to inbound inquiries via email and occasional calls, providing clear, timely, and helpful solutions.
-Proactively follow up with users to ensure they understand the platform and feel confident using it.
-Identify friction points, recurring issues, or at‑risk behaviors and address them before they escalate.
-Manage support requests professionally, ensuring each customer interaction is positive and effective.
-Build and maintain long-term customer relationships through consistent communication and reliable follow‑through.
-Coordinate with internal teams when issues require technical review or escalation.
-Ensure customers always know who to contact and feel genuinely supported throughout their experience.
-Resolve issues quickly and professionally, maintaining high standards of customer experience.
-Contribute to customers developing comfort and fluency with the product, increasing satisfaction and long‑term usage.

Requirements
-Experience in customer support, customer success, or account management.
-Clear, friendly, empathetic communication skills.
-Ability to work independently with flexible hours.
-Experience in fintech, real estate, or SaaS platforms (preferred).
-Familiarity with CRM tools (HubSpot or similar).
-Comfort using AI tools for organization and productivity.

Role Conditions
-Part-time (~80 hours/month).
-Fully remote.
-Compensation: USD $1,500/month.