Customer Support Specialist

About Us
ElevateOS is the all-in-one operating system for multifamily communities that combines a custom resident application and property management hub with hotel-style concierge and on-demand services, smart home integrations and management features. Since 2014, we've helped residents love where they live, and property teams run smarter. As of now, we power 600+ buildings nationwide and continue to grow through both technology innovation and strategic acquisitions. We are not just a software company, we are in the business of making people feel at home.

About the role
As a Customer Care Agent at ElevateOS, you'll be the first point of contact for residents and property staff using our platform — helping them with account questions, service bookings, billing and general how-to support. You'll be the friendly, reassuring voice that turns a question or concern into a great experience.

Responsibilities
Respond to building residents and members of the property management team via email or chat in a professional and timely manner.
Assist users with account setup or with signing in to the platform; service bookings; billing questions and general platform navigation.
Provide clear guidance and advice to users on how to use the ElevateOS service effectively.
Identify issues, prioritize and escalate them to the appropriate team (customer success, technical support, product team).
Follow up with residents to confirm issues are fully resolved and satisfaction is achieved.
Maintain up-to-date knowledge of ElevateOS features, service offerings, and policies.
Basic functionality testing of product functionalities.
Report bugs and possible product improvements.
Contribute to and help maintain the internal knowledge base / FAQ content.

Requirements
2+ years of experience in software customer service.
Excellent written communication skills (English Upper-Intermediate B2).
Comfortable multitasking across email and chat channels.
Experience with CRM and ticketing systems like Zendesk/HubSpot.
Experience in writing basic how-to instructions and articles.
Basic troubleshooting and functionality testing skills.
Analytical approach to navigating, investigating, and understanding how products work.
Experience in supporting Web services or/and mobile applications.

Working hours
EU-based - 1 PM - 9 PM EET/EEST (+- 1 hour)