[Remote] Customer Support Specialist - ApartmentIQ at Routable

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

2–3 years of experience in a customer-facing support role (preferably in SaaS or B2B software)
Strong troubleshooting and problem-solving abilities, with a technical aptitude for learning new tools
Excellent written and verbal communication skills, with a focus on clarity and empathy
Highly organized and detail-oriented, able to manage multiple cases simultaneously
Self-motivated, proactive, and comfortable working in a fast-changing environment
Experience with Salesforce, help desk systems (e.g., Zendesk, Intercom), or customer success platforms (e.g., Gainsight) preferred
Familiarity with data tools or analytics platforms is a plus, but not required

Responsibilities

Provide timely, high-quality support to customers via email, chat, and virtual meetings
Troubleshoot user issues, data discrepancies, and technical challenges with accuracy and empathy
Partner with the implementation team to ensure a smooth transition from onboarding to support
Collaborate cross-functionally with product and engineering teams to identify, escalate, and resolve complex issues
Maintain up-to-date, detailed records of customer interactions, questions, and resolutions in Salesforce
Develop a deep understanding of Apartment IQ’s features and data to confidently assist users
Proactively identify recurring issues or improvement opportunities and share feedback with internal teams
Contribute to documentation and help center content to empower customers with self-service resources
Manage multiple support cases and priorities in a fast-paced environment while maintaining a high level of accuracy and professionalism

Skills

Routable

Automates business payments and invoicing

About Routable

Routable automates business payments for enterprise and mid-market clients, streamlining accounts payable and receivable processes. The platform manages the entire payment lifecycle, including invoice processing, payment scheduling, and real-time payouts. By using Optical Character Recognition (OCR) technology, Routable can scan invoices and create payables, significantly reducing processing time by 60%. The company generates revenue through subscription fees for its platform and transaction fees for processed payments, partnering with banks to ensure secure fund transfers. Routable prioritizes security with a dedicated team monitoring systems for vulnerabilities, which helps build trust with clients. The company fosters a culture of empathy and inclusiveness, focusing on strong customer relationships and exceptional support.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$44.8MTotal Funding

SERIES_BCompany Stage

Fintech, Financial ServicesIndustries

51-200Employees

Benefits

🏥 Great Health, Dental & Vision Insurance

💲 Competitive salary

📈 Stock options

💰 401k

💸 Work from Home stipend

🚀 We're a remote team

🏝 Flexible vacation policy

Risks

Increased competition from Flexport's digital freight platform pressures Routable to enhance offerings.

Boost Payment Solutions' partnership may attract clients away from Routable.

Rising digital payment fraud tactics necessitate continuous enhancement of fraud prevention measures.

Differentiation

Routable automates the entire payment lifecycle, reducing manual work significantly.

The platform uses OCR technology, cutting invoice processing time by 60%.

Routable partners with banks to ensure secure fund transfers.

Upsides

Partnership with Convera expands Routable's global payment capabilities.

Growing AP automation trend in logistics offers expansion opportunities for Routable.

Routable's real-time payment solutions align with gig economy demands.

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