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by Chris Durst July 8, 2025
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Second Nature, a company that provides property management tools, has posted a Remote Customer Support Specialist job to their careers page.
In this role, you would respond to customer service emails, calls and chat. In these communications would resolve customer service issues and build rapport and trust with them.
Ideally, applicants should have 2+ years experience with customer service; be capable of supporting customers while managing high call volumes and complex issues; experience with Salesforce Service Cloud (or similar) and G-suite; and experience monitoring and responding to emails, calls, and chat simultaneously.
The posted pay rate is $54,000 per year. Second Nature also offers a comprehensive benefits package.
Following are excerpts from the Remote Customer Support Specialist job posting:
We’re passionate about turning friction into triple win experiences for residents, property managers, and investors. That way renting can be easy and rewarding for everyone.
And now you can join us. Apply today to join 200+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win; creating the ultimate Triple Win! 🔥🔥🔥
Role Objectives
- Deliver an unforgettable customer experience
- Resolve customer issues with a customer centric approach to win consistently and create raving fans
- Build rapport and trust with cross-functional teams to create streamlined processes
What You’ll Do
- Customer Centricity
- Delight the customer by responding to customer service emails, calls and chat with a customer centric attitude
- Resolve issues within urgency, notifying the customer if it will take longer
- Create triple wins through proactive customer service, including effective questioning, listening, probing, building rapport and objection handling
- Continue to receive 98%+ on CSAT scores
- Product Knowledge
- Develop a clear understanding of the RBP benefits/services/experiences and the Triple Win (RBP value to the resident, PM, Investor)
- Continue to articulate RBP value and profit opportunities
- Identify opportunities for customer upsells
- Cross functional collaboration
- Collaborate across departments to ensure a consistent and positive customer experience across all touches
- Gather and relay customer insights to internal teams regarding functionality, service needs, and market trends
- Attention to detail
- Deliver a first time resolution with quality and professionalism
- Emotional Intelligence/Empathy
- Pay close attention to customer concerns to fully understand and acknowledge their issues
- Demonstrate understanding through paraphrasing or summarizing the problem to ensure clarity
- Remain calm and professional when dealing with upset customers
- Acknowledge customers’ frustrations or emotions with statements like, I understand how that must feel.
- Digital Competency
- Use Salesforce Service Cloud to respond to customer tickets
- Maintain an accurate directory of customer contact details for assigned clients; proactively seek out opportunities to obtain other information to ensure accurate data
- Impact on Business
- Ensures all customers understand and derive maximum value/revenue from resident RBP activations
- Continuously builds and maintains Raving Fans by exceeding expectations, ensuring retention; reducing churn; and increasing upsells
Preferred Qualifications
- 2+ years experience with customer service
- Capable of supporting customers while managing high call volumes and complex issues
- Passion about building rapport over the phone
- Experience with Salesforce Service Cloud (or similar) and G-suite
- Experience monitoring and responding to emails, calls, and chat simultaneously
- Proven experience delivering results while meeting tight deadlines
- Ability to communicate effectively with internal and external stakeholders
- Confident personality with the ability to quickly adapt in a technology-led environment
- Ability to plan and organize workload in a fast-paced environment
- Ability to work successfully as an IC and as part of a team
Compensation & Benefits – Why Second Nature?
$54K
This is a full-time, non-exempt position.As a non-exempt employee, you are eligible for overtime pay in accordance with federal, state, and local wage and hour laws.
- Health First: Medical, Dental, Vision, Life Insurance, & 401K Plan
- Location: Work remotely from anywhere in the US
- Flexibility: Open PTO and sick days
- The Product: Beyond the awards and 5-star reviews, our clients and customers love what they can do with a fully managed RBP
- Diverse, Inclusive Culture: We embrace employees from all backgrounds with openness and respect
- Training: A supportive team to help you grow your career and unlock your full potential
- Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category
HOW TO APPLY
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