Customer Success Associate

Customer Success Associate

Role Summary

Respage is hiring a Customer Success Associate in the Greater Philadelphia area only for a high-ownership, fast-moving Customer Success role. This is not a "light support" position-this is a demanding, accountability-driven role where you will manage a constant flow of client requests and take initiative head-on every day.

You will be a frontline owner of our Support Inbox and website/dashboard chat, responding to clients, triaging issues, documenting requests, and driving them to resolution. You will also be accountable for a small portfolio of clients, supporting weekly maintenance and proactive communication. You'll partner closely with our Customer Success Managers (CSMs) to ensure client services are fully set up and supported-especially when new orders come in.

What You'll Do (Key Responsibilities)

1) Support Inbox + Chat Ownership (Primary Responsibility)

• Own the daily flow of incoming support emails and client chat messages from our website and dashboard.
• Respond quickly and professionally, gather details, and provide clear next steps.
• Triage requests: determine if the issue is user error, setup gap, product limitation, or a possible defect-and route accordingly.
• Track requests through to completion with consistent client updates and follow-through.

2) Assigned Client Portfolio (Weekly Maintenance + Communication)

• Be accountable for a small group of assigned clients to support ongoing maintenance and weekly touchpoints.
• Maintain consistent communication cadence (weekly check-ins/status updates as appropriate).
• Track open items, requests, and follow-ups to ensure nothing slips and clients feel continuously supported.
• Proactively surface risks, recurring issues, or upcoming needs to the CSM team.

3) Setup Support + Proactive Order Assistance

• Partner with CSMs to ensure client services are set up completely and launch requirements are met.
• When new orders come in, proactively start your portion of the work immediately-no waiting to be told.
• Ask smart questions early (internally) to avoid delays, prevent rework, and keep rollouts moving.
• Maintain accurate documentation so internal teams can act fast and clients get consistent answers.

4) Issue Investigation + Problem Solving

• Research and troubleshoot client issues using available tools, internal documentation, and product context.
• Identify patterns and recurring issues, document them, and escalate when needed.
• Recognize potential bugs and work with technical teams to provide strong notes, reproduction steps, and impact.

5) Communication + Execution Discipline

• Deliver consistently strong written communication-clear, calm, and action-oriented.
• Manage multiple requests at once with strong organization, prioritization, and time management.
• Maintain a "finish the job" mindset: you own outcomes, not just responses.

What This Role Requires (Must-Haves)

• MUST live in the Greater Philadelphia area for team meetings.
• Strong accountability and initiative: you take ownership, you don't wait, and you see tasks through.
• Ability to thrive in a high-volume, request-driven environment where the work is always moving.
• Excellent customer-facing communication skills (email + chat): professional, clear, and empathetic.
• Strong judgment and problem-solving: you can quickly gather facts, diagnose, and decide what to do next.
• Strong organization and time management: able to prioritize competing requests and hit deadlines.
• Comfortable learning detailed services quickly and explaining them clearly to clients.
• Comfortable using Google Workspace (G Suite) and working daily in Slack, Teamwork Projects, and Teamwork Desk.
• Comfortable using ChatGPT as an ongoing productivity tool in daily workflows (drafting, summarizing, organizing, troubleshooting).

Nice-to-Haves/Not Required

• Prior experience in Customer Success, Support, or Account Services (especially in a fast-paced environment).
• Experience working with property management clients and/or familiarity with PMS systems like Yardi, Real Page, App Folio, or similar.
• Comfort troubleshooting software workflows and translating issues into clear internal notes.

Core Traits for Success

• Ownership: takes responsibility for results and doesn't drop balls.
• Urgency: moves quickly and keeps requests moving.
• Work ethic: consistently shows up ready to execute and improve.
• Adaptability: learns fast and stays calm under pressure.
• Initiative: looks for ways to help every day and asks "what's next?"

Tools You'll Use

Google Workspace (G Suite) | Slack | Teamwork Projects | Teamwork Desk | ChatGPT | Respage Dashboard | Zoho

Why You'll Love It Here:

Join an award-winning team that's reshaping the future of multifamily operations! Respage offers a fast-paced, fully remote environment that fosters career growth and advancement. We've been recognized as one of the Best Places to Work in Philadelphia and the multifamily industry, with 6 appearances on the Inc. 5000 list of Fastest-Growing Private Companies in America. We offer a competitive compensation package that…