Role Description The Customer Support Specialist will serve as the first point of contact for incoming questions or concerns about our web-based app. Our goal is to make a personal connection with everyone that reaches out to the Remine team while getting them the help they need in a quick, professional and friendly manner. The Customer Support Specialist also serves as the voice of the customer: recognizing, interpreting and internally communicating the trends in customer feedback (including their successes and pain points) which are so critical to us as a business. In order to solve problems, find workarounds and effectively understand customer feedback, our Customer Support team possesses both an in-depth knowledge of our products as well as a solid understanding of our customer base. Cross-departmental communication and collaboration is key here, and in this role you’ll thrive in a fast-paced, challenging environment, knowing you are making a difference not only in the lives of the individuals that make up our customer base, but in the future success of our company as well. - Troubleshooting: Resolve issues related to logins, data, platform performance and tool malfunctions - Contribute towards the development of a strong team environment by upholding high work standards. - User Training and Product Knowledge: Guide users on how to use all of Remine’s platforms and maintain expert-level knowledge of Remine’s features. - Escalation and Documentation: Research and document complex technical issues to escalate to specialized internal teams. - Take ownership of incoming help requests sent to Remine over email, phone and chat and see each request through to resolution. - Share feedback with the rest of the team and across the organization on possible ways to improve product and processes. Qualifications - Excellent written and verbal communication skills - 1-2 years of experience in a customer-facing role - A demonstrated desire for continuous learning and personal development - A tech-savvy, analytical and process-oriented mindset - A solid understanding of the real-estate industry space - A strong sense of customer empathy - The ability to multi-task and prioritize your workload Requirements - Have experience as a real estate professional - Have previous experience in a fast-paced tech startup environment - Have experience with Zendesk - Are comfortable working remotely - Must be able to work EST hours. Salary $50,000-55,000 per year

• Lead the execution of our CX roadmap and customer journey mapping initiatives, ensuring alignment with the unique needs of B2B food manufacturing clients and partners. • Design and implement a scalable CX operating model that integrates best practices across Sales, Operations, QA, IT, and Customer Service. • Drive continuous improvement in customer service operations, including order management and case management, to ensure seamless delivery and support for our B2B clients. • Develop and maintain dashboards and measurement systems to track CX performance, customer satisfaction, and key business metrics (CSAT, order fulfillment, case resolution). • Oversee the Voice of Customer (VoC) program, leveraging the Qualtrics platform to capture, analyze, and act on feedback from distributors, retailers, and business partners. • Educate and engage the organization on CX best practices, fostering a culture of customer-centricity through training, communications, and enablement programs. • Lead, coach, and develop a high-performing CX team, empowering managers and administrators to deliver exceptional service and insights. • Collaborate with senior leadership and cross-functional teams to prioritize CX initiatives and ensure resources are aligned for maximum impact. • Monitor and report on CX program effectiveness, providing actionable insights and recommendations to drive business results. • Stay current on CX trends, technologies, and regulatory requirements in the food manufacturing industry, bringing innovative ideas to enhance the customer experience.

Role Description The Owner Experience Agent is the front line of the Pacaso owner journey, delivering high-touch, concierge-level service across phone, email, chat, text, and AI-supported channels. Operating within a 24/7 support environment, this role supports approximately 2,000 owners and serves as the first point of contact for all inquiries, issues, and stay-related needs. Agents diagnose concerns, resolve the majority remotely, and coordinate cross-functionally when necessary — maintaining full ownership through resolution. Core Responsibilities - Owner Relationship Management & Case Ownership - Serve as the primary point of contact for all owner inquiries - Deliver empathetic, confident, and personalized service aligned with Pacaso’s luxury standards - Take end-to-end ownership of cases, ensuring clear communication and resolution - Maintain detailed documentation of owner preferences, history, and case notes to ensure seamless continuity across shifts - Build trusted, long-term relationships through proactive updates and consistent follow-through - Issue Resolution & Stay Support - Troubleshoot home systems and operational issues using playbooks and home-specific knowledge - Resolve the majority of issues without escalation - Partner with downstream teams (Asset Management, Accounting, Legal, Experience Managers, etc.) when needed, maintaining accountability for outcomes - Provide real-time support during owner stays, including urgent maintenance, housekeeping coordination, access needs, and concierge-style requests - Remain calm and solution-oriented during high-pressure in-stay situations - Operating Standards - Meet or exceed service-level expectations for responsiveness, resolution time, and owner satisfaction - Participate in 24/7 shift coverage, including weekends, holidays, and on-call rotations - Contribute to continuous improvement of workflows, playbooks, and service standards - Uphold Pacaso’s luxury brand standards in every interaction Qualifications - 3–5+ years of experience in hospitality, luxury property management, concierge services, or high-end customer support - Experience supporting high-value clients or owners with elevated expectations - Strong troubleshooting and critical-thinking skills - Calm, professional presence under pressure - Excellent written and verbal communication skills - Comfortable working in a 24/7 support environment (shift work) Benefits - Competitive salary and stock options - Unlimited, flexible PTO for exempt employees - Excellent medical, dental and vision insurance - Sponsored memberships to One Medical, Ginger and Carrot - 401(k) to help you save for the future - Paid maternity and paternity leave - Generous home office stipend and monthly cell phone reimbursement - Quarterly remote team building events and L&D opportunities

Customer Support Specialist Location Boston Employment Type Full time Location Type Hybrid Department CX OverviewApplication About OnRamp OnRamp transforms B2B customer onboarding into a revenue driver. Our platform automates workflows, streamlines playbooks, and accelerates time-to-value, helping enterprises reduce onboarding time by up to 70%. Backed by leading investors (we just raised our $15M Series A) and trusted by Fortune 15 companies, we’re redefining how companies bring new customers online. OnRamp is expanding, recently opening an office just steps from South Station in Boston. As part of this expansion, we're looking for a Customer Support Specialist who wants to help build the future model of support. In this role, you will bring creative approaches to our customers and internal processes across Customer Success. Be a product expert, bring an AI first approach, expand the knowledge base, help our customers and our team take customer onboarding to the next level! As a Customer Support Specialist, you will be responsible for working directly with OnRamp customers. You will partner with our customers to resolve issues and help them build familiarity with, and effectively use, OnRamp. You will strive to deliver a human centered, helpful and consultative Support experience through creative problem-solving, thoughtful communication and tailored solution design that solves roadblocks and puts customers back on track to achieving their key business outcomes. In this fast growing environment, career paths for successful Customer Support Specialists could include Senior Support Specialist, Customer Success Manager (CSM), Business Development Manager (BDR) or Sales Engineer (SE). Do you learn applications in depth and help others? This is a role that will allow you to show your expertise and grow with the company. In this role, you will: - Communicate with customers via phone and e-mail, to effectively resolve issues, adapting to fluctuations in the volume of incoming inquiries - Apply troubleshooting frameworks to test, recreate, and investigate technical queries to remove barriers and help customers get back on track as quickly as possible - Identify and diagnose software issues to fix and improve the product experience for our customers - Utilize the full potential of internal resources and tools to learn and adapt to a growing product and a fast-changing industry - Apply business acumen in customer interactions to proactively identify opportunities to grow their business, through expanded use of our software - Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, working with customers with their overall OnRamp experience in mind - Collaborate within OnRamp (with teams such as Customer Success and Product) to retain and grow customers on our platform - Be a thoughtful engine to improve our product by surfacing trends and ideas to the Product Management team - Create and maintain help documents - Manage internal processes and systems used to organize and deliver the post sales experience - Be a role model and a trusted advisor by showcasing OnRamp values and a customer centric approach in every customer interaction We are looking for people who: - Are fluent in English - AI first approach, self-motivated, always curious, consistently eager to learn, with a growth mindset - Are performance oriented and demonstrate a strong customer first mentality by consistently providing customers high quality service - A curiosity for technical deep-diving and troubleshooting. We don’t always have the answers right away, so you need to enjoy discovering them! - Thrive in a dynamic and collaborative environment and are comfortable with change, ambiguity, working autonomously and using good judgment to make decisions that solve for the customer - Are seeking to receive regular feedback and coaching to help you develop competencies relevant to make you successful in the role - Are able to understand and utilize documented knowledge, as well as utilize current and emerging technologies to provide best in class support - Are motivated by building technical skills, and acquiring in-depth knowledge about our product and related technical concepts - Embody our customer first values and add to our company culture - Comfortable with working across phone, email and zoom - Comfortable with a hybrid work arrangement of 3 days in the office and up to 2 days remote. Occasional onsite, company meetings and events will require in person attendance for a particular or particular set of days - Pylon, Pylon AI Bot, Fathom, Salesforce and HubSpot knowledge and willingness to learn more are a plus Due to the high volume of applications, we request a short video (under 3 mins) submission from candidates for this position. This is an opportunity for the individual to illustrate their communications skills and their motivation towards the role. Why OnRamp - Work directly with enterprise and mid-market clients, including Fortune 15 companies - Join a high-growth SaaS company that just raised its $15M Series A led by top investors - Be part of a collaborative, ownership-driven culture - Highly competitive cash compensation, equity, and benefits - Boston-based, 3+ days a week in-office OnRamp is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. OnRamp considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. OnRamp is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please don’t hesitate to let us know.