Customer Experience Advisor

About us

Keyway is a Series A stage PropTech company, focused on providing digital solutions to real estate professionals, leveraging artificial intelligence and machine learning.

We have developed Keypilot, the first AI-powered real estate copilot, designed to help simplify and streamline every step of a real estate deal.

Among other tasks, Keypilot:

• Conducts property search: By analyzing a portfolio of properties, it understands the owners asset preferences and then recommends comparable properties that meet its acquisition criteria
• Underwrites opportunities: It digests comps, financial information and market trends and quickly drafts an investment memo
• Simplifies the diligence process, analyzing and summarizing the most relevant deal-related documents
• Manages your portfolio: It compares a property to other similar ones, and provides adjustment recommendations to the proposed business plan, leading to operational efficiencies

Our CEO is a serial tech entrepreneur that has successfully launched three companies and raised $50M+ in venture capital from top-tier investors, and our team brings experience from companies such as Google, Blackstone, McKinsey, Credit Suisse Real Estate Division, and Ares Capital, among others. We raised a $25M Series A, and have raised over $100M+ in total funding up to this point.

We are backed by Canvas Ventures, Montage Ventures, FJ Labs & Crosscut, four venture capital firms that have invested in other successful companies like Alibaba, Opendoor, Palantir, Stripe, Uber, and Upwork (among others).

Likewise, we are seeking a Customer Experience Advisor to join our Operations team. This role is crucial in enhancing customer interactions and support systems that underpin our products. The ideal candidate will possess a strong background in customer service management, experience with customer support technologies, and a passion for resolving complex customer inquiries. The ability to effectively communicate and troubleshoot issues while maintaining a high standard of customer satisfaction is essential.

Responsibilities & Opportunities:

• Issue Triage: Assess customer inquiries and categorize them based on urgency, complexity, and availability of existing solutions.
• Customer Assistance: Respond to customer inquiries through Zendesk or similar messaging systems and guide them to relevant help articles and technical solutions through troubleshooting.
• Collaboration: Collaborate closely with other internal teams, including Product, Engineering, and Sales, to ensure a seamless customer support experience.
• Education and Training: Assist customers in understanding how to use Origin, our knowledge base, and self-serve resources effectively.
• Documentation: Update and maintain our knowledge base by adding new articles to reflect the latest product releases, improving existing content and user experience, and ensuring accuracy across documentation content.
• Continuous Improvement: Review and refine support processes to ensure our knowledge base, chatbot, and other support resources are answering customer queries.
• Customer Feedback Collection: Ensure customer feedback and improvement tickets are categorized and tagged appropriately for product to review as part of our roadmap strategy.

About You:

• 5 Years of previous experience in a customer support or similar roles.
• Strong communication skills, both written and verbal, with an emphasis on clarity and professionalism
• Excellent problem-solving abilities with a focus on finding and sharing solutions
• Technical aptitude and the ability to navigate and utilize resources effectively
• Advance level of English
• Empathetic and patient approach when dealing with customer inquiries
• Ability to work collaboratively in a team environment
• Detail-oriented with a commitment to accuracy in information sharing
• Proactive and self-motivated
• Experience with Zendesk or similar support management software is a plus
• Familiarity with commercial real estate is a plus

At Keyway we celebrate diversity and recognize the value it brings to our customers and employees. We are proud to be an equal opportunity workplace.