LeadSimple is a CRM, shared inbox and workflow management software for property managers & real estate professionals.

Customer Support Rep II

The mission of the Customer Support Rep II is to assist customers by providing advanced technical support on issues escalated by the Customer Support Rep I team. The focus is to troubleshoot and resolve complex issues to increase customers’ interaction with the product to improve full adoption.

Expectations for your first 90 days:

  • Confidence in handling customer issues independently by 90 days. The expectation is that 75% of tickets can be handled autonomously. 
  • CSR will respond to customer inquiries and own the outcome. No one will know everything, but the CSR needs to be able to handle the majority of customer issues autonomously. 
  • Equal contributor of workload responsibilities. Reps must handle an equal amount of work dispersed amongst the team. As an example, if we have 4 reps and a manager, you would be expected to work 25% of the ticket load for the week. 
  • We are a small team, and in order for our team to run efficiently everyone needs to pull their share of the workload. The expectation is that the CSR will handle an equal amount of work as the other CSR members, excluding managers. We expect each team member to update or write at least one help article per month. 
  • Customer Obsession – Maintain high CSAT Score of 94.0%
  • Our core value of customer obsession is paramount at LeadSimple. We expect a CSAT score of 94%.

A day in the life of…

  • Customer-Centric Approach: Cultivates strong and enduring relationships with clients across all levels through professional communication, fostering loyalty.
  • Problem Resolution Proficiency: Demonstrates adeptness in addressing client inquiries and concerns with the utmost professionalism, respect, and courtesy.
  • Consultative Expertise: Possesses a deep understanding of LeadSimple's capabilities, effectively communicating this to clients in an engaging manner for accurate internal handoffs.
  • Coachability and Continuous Improvement: Open to feedback and guidance, actively seeking opportunities to enhance skills and knowledge for role advancement.


  • 8 Company Holidays + Week off at Christmas
  • 6 weeks Paid Time Off (5 weeks Vacation, 1 week Sick)
  • 1 Volunteer day with the organization of your choice
  • Birthday lunch on us 🎂
  • Monthly Healthcare Allowance
  • Monthly WFH Allowance
  • Yearly Vacation Allowance
  • Fun and outcome driven work environment with a smart, hard working team
  • Location independence
  • Mission driven company and values-based culture

Please only apply if you:

  • Are proficient in troubleshooting Tier 2 support issues and effectively communicating with technical teams.
  • Embrace learning new technology 
  • Learn fast
  • Communicate crisply
  • Proactively seek solutions
  • Own the outcome
  • Embody emotional maturity
  • Bring an optimistic “can do” attitude
  • Supply your own internet and smartphone
  • 2-5 years of experience
  • Have B2B SaaS experience (preferred)

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