Customer Success Associate

Opportunity

Please note: you must have at least 3 years experience in Student Housing / Residence Life to be considered for this role.

Position Description

As a Customer Success Associate, you’ll play a key role in ensuring a smooth onboarding experience for our new customers and maintaining positive relationships with our current ones. You will guide them as they get set up on the Housing.Cloud platform, respond to their inquiries via our ticketing system, and provide helpful documentation to address their needs. Your focus will be on delivering exceptional customer service while helping clients make the most of our platform’s features.

This is a remote role that can be conducted from any location in the United States. We’re a transparent organization, with our company handbook, core values, methodology, strategy, and roadmap available for all employees to read and contribute to.

Responsibilities

• Provide prompt, clear, and helpful responses to customer questions, including troubleshooting platform issues live with a customer.

• Collaborate with internal teams to resolve technical issues and escalate complex cases as necessary.

• Lead the customer onboarding process for new clients, ensuring smooth and timely platform adoption.

• Serve as the primary point of contact for customer inquiries through our ticketing support system (Zendesk).

• Create and update customer support documentation, FAQs, and onboarding guides to ensure clients have the resources they need.

• Work closely with Product and Engineering teams to communicate feedback and identify areas for product improvement.

Qualifications

• 1-2 years of experience in a customer support, onboarding, and/or customer success role.

• Strong written and verbal communication skills, with the ability to explain technical details to non-technical users.

• Experience working with a ticketing system (e.g., Zendesk, Freshdesk) and providing prompt, solution-oriented support.

• Ability to manage multiple customer inquiries and projects simultaneously with a high degree of organization.

• Excellent time management and organizational skills.

Preferred Qualifications

• 2+ years working directly with clients in a technical manner.

• Experience working with Student Information Systems is a huge bonus.

• Experience working at an early-stage startup.

• Experience in the EdTech or Higher Education industries.

• A customer-first mindset, demonstrating empathy and patience in resolving customer challenges.

Benefits

• Competitive base salary.

• Opportunity to earn equity options based on performance.

• Flexible PTO.

• Health, dental, and vision coverage.

• Collaborative and inclusive company culture.

• The chance to make a real impact by helping institutions improve their housing services through cutting-edge technology.

Housing.Cloud is an equal opportunity employer committed to fostering diversity and inclusion in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, or other protected characteristics. We are dedicated to providing reasonable accommodations to applicants and employees with disabilities to ensure they can fully participate in our hiring process and perform their job duties. Our commitment extends to creating an accessible and supportive environment where everyone can thrive.

Applicants must be eligible to work in the United States and must reside within the United States to be considered for this position.