[Remote] Customer Support Specialist - Daylight at Routable

Remote

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

PropTech, Real Estate, Rentals, MarTechIndustries

Requirements

2+ years of experience in a customer support, operations, or technical troubleshooting role — preferably within SaaS, PropTech, or property management
Strong analytical and problem-solving skills with the ability to diagnose and resolve system or data-related issues
Familiarity with property management or revenue management software (e.g., RealPage, Yardi, Entrata, ResMan, etc.) a plus
Proficiency in Excel and/or Google Sheets for data analysis and reporting
Excellent written and verbal communication skills, with the ability to explain complex issues in simple terms
Highly organized and able to manage multiple open tickets or projects simultaneously
Self-starter with a service-oriented mindset and desire to continuously improve customer satisfaction

Responsibilities

Support Customers: Serve as the primary point of contact for customer inquiries, troubleshooting, and technical support related to revenue management tools and data feeds
Investigate & Resolve Issues: Diagnose and resolve system, data, and performance issues quickly and effectively, escalating as needed to internal teams
Collaborate Cross-Functionally: Partner with Pricing Advisors, CSMs, and Product teams to ensure smooth handoffs, accurate configurations, and timely resolutions
Maintain System Health: Monitor integrations, data accuracy, and system performance, identifying and addressing recurring issues to prevent future disruptions
Document & Communicate: Create clear internal documentation and customer-facing knowledge articles to support scalable issue resolution
Enhance Customer Experience: Track common feedback and support trends to identify opportunities for process improvement and product enhancement
Contribute to Onboarding: Assist with the technical setup and validation of new customer accounts during the onboarding process

Skills

Key technologies and capabilities for this role

Customer SupportTroubleshootingTechnical SupportRevenue ManagementData FeedsSaaS PlatformsProblem SolvingCustomer Success

Questions & Answers

Common questions about this position

Is this a remote position?

Yes, this is a fully remote role with a team of 100+ spread across the U.S. from coast to coast.

What is the salary for this Customer Support Specialist role?

This information is not specified in the job description.

What experience is required for this position?

Candidates need 2+ years of experience in a customer support, operations, or technical troubleshooting role.

What is the company culture like at Routable?

The company operates on a strict no assholes policy, with a community of highly performant people who take their work seriously but not themselves, and genuinely like each other.

What skills make a strong candidate for this role?

Exceptional problem-solving skills, technical curiosity, and a customer-first mindset are key, along with the ability to collaborate cross-functionally and handle technical troubleshooting.

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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