Customer Solutions Associate
Perchwell
Location
New York Office
Employment Type
Full time
Location Type
On-site
Department
Customer Success
Compensation
- $90K – $115K • Offers Equity
Who We Are
Perchwell is the modern real estate listings platform built for agents to search smarter, collaborate better, and close deals faster. We are building the future of residential real estateʼs critical listings infrastructure: a platform where market research and client collaboration converge. Our modern architecture enables continuous innovation at a pace legacy systems cannot match, with AI-powered features and mobile-first capabilities designed for how agents actually work. As consumer expectations and technology evolve, Perchwell remains focused on our core vision: empowering real estate professionals with the most intelligent, data-driven, and connected platform in the industry.
Backed by leading venture capital firms including Lux Capital and Founders Fund, along with strategic partnerships with some of the country's top Multiple Listing Services (MLSs), Perchwell represents the first major new platform to enter the listings technology market in decades. This unique combination of institutional investment and deep industry alignment provides both the resources and market validation needed to transform the multi-trillion dollar residential real estate industry.
What We're Looking For:
We’re looking for a Customer Solutions Associate who thrives at the intersection of customer experience, technical problem-solving, and operational improvement.
In this role, you’ll be the frontline of the customer experience, owning support requests from intake through resolution, while also identifying root causes, improving internal systems, and contributing to a more scalable support function.
You’ll help shape how we support customers by improving documentation, training AI tools, and surfacing insights that influence product decisions. Over time, this role offers a path to take on more strategic customer-facing responsibilities, including deeper ownership of customer relationships and outcomes
Key Responsibilities:
Customer Problem Solving & Ownership
Act as the frontline owner of customer issues, taking full responsibility from initial inquiry through resolution
Solve customers’ most pressing problems by identifying root causes, not just addressing surface-level symptoms
Partner directly with customers to understand their workflows, goals, and blockers, and guide them to effective solutions
Deliver a high-quality, empathetic experience while maintaining strong response and resolution times
Technical Investigation & Resolution
Investigate and diagnose complex product issues across data, workflows, and system configurations
Break down ambiguous problems into clear, actionable paths toward resolution
Collaborate with Product and Engineering to escalate and resolve bugs, and advocate for long-term fixes
Develop deep expertise in Perchwell’s data models, workflows, and integrations
AI & Support Systems Improvement
Train, test, and improve Perchwell’s AI support tools to ensure accurate and scalable customer support
Identify gaps in automated responses and continuously improve knowledge sources and training data
Contribute to building a best-in-class support system that reduces friction and increases self-service success
Customer Insights & Product Feedback
Identify patterns across customer issues to surface systemic problems and opportunities for improvement
Translate customer feedback into clear, actionable insights for Product and Engineering
Proactively flag high-impact issues and contribute to prioritization of fixes and enhancements
Support reporting and analysis that tracks trends in customer experience and product performance
Operational Excellence & Scale
Improve support workflows, processes, and tooling to increase efficiency and scalability
Create and maintain clear documentation that enables faster resolution and reduces repeat issues
Partner cross-functionally to improve the end-to-end customer experience, not just individual interactions
Contribute to building a support function that scales with the company and product complexity
What Success Looks Like:
Customers receive fast, accurate, and thoughtful support
Issues are not only resolved, but root causes are identified and addressed
Support insights meaningfully influence product and operational improvements
AI support tools and documentation continuously improve in quality and coverage
You grow from handling individual tickets to owning customer outcomes and relationships
Key Skills:
Customer empathy and strong problem-solving ability
Clear, concise communication
Technical curiosity and systems thinking
Attention to detail and organization
Ability to identify patterns and drive continuous improvement
Required for this Role:
2 to 6 years of experience in solution architect, customer success, or technical support roles
Experience working with and owning ticketing systems (Intercom, Zendesk, Salesforce, or similar)
Experience with AI-enabled support tools or automation systems
Strong written and verbal communication skills with a customer-first mindset
Proven ability to troubleshoot issues and explain solutions clearly
Highly organized with the ability to manage multiple priorities in a fast-paced, start-up environment
In this role, you’ll work out of our New York City HQ in Soho Manhattan at least 4 days/week.
Bonus Points for the Following:
Experience supporting SaaS or data-driven platforms
Familiarity with APIs, integrations, or data workflows
Exposure to real estate, MLS systems, or adjacent industries
Analytical mindset with experience identifying trends from customer data
Salary Range
To provide greater transparency to candidates, we share base salary ranges for all US-based job postings regardless of state. Our ranges are based on function and level benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including skills, job-related knowledge and depth of work experience.
The compensation for this position is $90K-$115K base salary + equity + benefits
Benefits
Flexible PTO, plus 10 paid company holidays
401K with a company match
Medical, dental, and vision plans
HSA and FSA options
Commuter benefits
Parental leave
Company-wide onsite or offsite each year
Beautiful office in Soho, Manhattan with a stocked kitchen, catered breakfast and lunch once per week, happy hours and meet-ups
Compensation Range: $90K - $115K