Customer Support Specialist (Technical Focus)OverviewAs a Customer Support Specialist at Rent Butter, you’ll be the frontline connection between our customers, applicants, and our technology. You’ll deliver exceptional support across phone, email, and chat channels combining empathy with technical know-how to help users resolve issues quickly and confidently.
Your mission is to make every interaction feel supported, informed, and valued, while helping our team continuously improve the Rent Butter experience.
What You’ll Do
Provide Empathetic, Multi-Channel Support- Respond promptly to customers and applicants through phone, email (HubSpot Helpdesk), and live chat (Intercom).
- Approach each interaction with empathy and patience, especially when customers are frustrated or stuck.
- Translate complex or technical issues into clear, easy-to-understand explanations.
Diagnose and Resolve Technical Issues- Troubleshoot web-based software issues, identify root causes, and guide users through effective solutions.
- Use browser developer tools, review API requests/responses, and gather console/network logs to assist in problem identification.
- Accurately document steps to reproduce issues and collaborate with the Engineering and QA teams to resolve bugs or workflow errors.
Collaborate and Communicate- Escalate critical or emerging issues appropriately while maintaining clear communication with customers.
- Work cross-functionally with Product, Engineering, and Account Management to ensure a seamless customer experience.
- Communicate product updates and known issues internally and externally with transparency.
Become a Product Expert- Develop a strong understanding of Rent Butter’s platform, including application workflows, credit/criminal/eviction reports, and rent reporting tools.
- Stay informed about new releases, helping to translate those updates into customer-friendly language.
Contribute to Knowledge and Process Improvement- Create and update help articles, FAQs, and troubleshooting guides.
- Capture and organize insights from customer feedback to help inform product and process improvements.
- Support ongoing efforts to improve internal tools, workflows, and customer documentation.
What You’ll Bring
Technical Skills- Familiarity with web applications, API behavior, and browser console/network troubleshooting.
- Ability to identify where an issue may originate (e.g., configuration, network, integration).
Customer Mindset- Genuine empathy and commitment to helping customers succeed.
- Skilled at calming frustrated users while providing clear, solution-oriented support.
Problem-Solving Ability- Analytical thinker who can isolate, reproduce, and clearly communicate technical issues.
- Comfortable using data and logs to inform problem resolution.
Communication- Strong written and verbal communication skills with a focus on clarity, tone, and professionalism.
- Able to adapt explanations to suit both technical and non-technical audiences.
Adaptability and Teamwork- Thrive in a fast-paced SaaS environment with evolving priorities.
- Collaborative team player who enjoys cross-departmental problem-solving.
Qualifications
- 3+ years of customer service or technical support experience, ideally in SaaS, proptech, or fintech.
- Experience with HubSpot, Intercom, or similar support platforms.
- Self-starter who’s comfortable taking initiative and owning outcomes.
Bonus Points:
- Experience in property management, leasing, or tenant screening.
- Understanding of credit, criminal, or eviction reporting processes.
- Bilingual (Spanish/English) preferred but not required.
Perks & Benefits
- Competitive compensation and benefits package.
- Health, dental, and vision insurance.
- Retirement plan options.
- Generous paid time off.
- Professional growth opportunities in a fast-scaling SaaS company.
- Remote-first culture with a collaborative and mission-driven team.
- The opportunity to shape the future of rental housing technology.
