Customer Service Representative (Remote)

QuikStor is a SaaS facility management platform for the self-storage industry. The Customer Service Representative serves as the first point of contact for clients, resolving routine questions, guiding users through platform workflows, managing conversations across chat, email, and phone, and coordinating handoffs to Technical Support.

Responsibilities:

• Respond to inbound client conversations in Intercom promptly and warmly, within the team response targets
• Resolve everyday questions directly, including how-to questions, account and login help, navigating the platform, and common workflows such as move-ins, payments, and reports
• Walk facility staff through common tasks step by step, in plain language, over chat, email, or phone
• Keep clients updated at every step until the issue is resolved, including when another team is working on it
• Recognize urgency and immediately flag anything that affects a facility's ability to operate
• Gather the facts on every issue: who is affected, which facility, what happened, what the client expected, and screenshots or examples
• Identify issues that need Technical Support and hand them off with a complete, well-documented ticket so the client is never asked to repeat themselves
• Route hardware and legacy product cases to the Hardware and Legacy support team
• Stay the client's point of contact on handed-off cases, follow up on progress, and close the loop when the issue is resolved
• Log every client feature request in Intercom so Product can triage it
• Learn the QuikStor platform through onboarding and the recurring feature training sessions, and stay current on each release
• Use help center articles and macros to give consistent answers, and flag gaps and outdated content
• Turn recurring questions into suggestions for new help center articles and macros
• Work Pacific Time business hours on-site at HQ in El Segundo
• Participate in coverage planning for holidays and peak periods

Requirements:

• 2 or more years in a customer service role with direct customer contact by chat, email, and phone
• Hands-on experience with a ticketing or help desk system such as Intercom, Zendesk, Freshdesk, HubSpot Service Hub, or ServiceNow
• Clear, friendly, and professional written communication and a calm, patient phone presence
• Ability to manage a busy queue, prioritize, and follow through on every open conversation
• Comfort learning new software quickly and explaining it to others in plain language
• Experience supporting a software product, or experience in a technical support or help desk environment
• Self-storage operations experience, or experience in property management or another operationally critical business
• Intercom experience
• Experience writing help center content or customer-facing instructions