Customer Service Advocate
Daniels Health
Job Level
Mid-LevelSenior
About the role
- Lead setup, optimization, and ongoing management of customer success and knowledge base systems for a Buyer Experience Platform for homebuilders
- Design a scalable customer support structure, shared inbox, and ticketing system
- Set up workflows, automation rules, and escalation processes for efficient ticket handling
- Create and maintain a robust customer-facing knowledge base with help articles, FAQs, and video tutorials
- Collaborate with Product and Customer Success teams to ensure content accuracy, clarity, and brand consistency
- Regularly update knowledge base as new product features are released and use analytics to identify gaps
- Respond to customer inquiries with speed, empathy, and accuracy and act as a trusted resource to maximize customer value
- Partner with Product Marketing to convert product updates into customer-facing materials and relay recurring customer feedback to Engineering and Product teams
Requirements
- 5–7+ years of experience in Customer Success, Customer Support, or related roles
- Proven experience implementing or managing customer engagement platforms
- Strong written and verbal communication skills; fluent in English
- Excellent project management skills with the ability to handle multiple priorities
- Experience creating help content and video tutorials
- Proficiency with tools like Google Workspace, Slack, Loom, and Linear
- Nice-to-Have: Background in SaaS, tech startups, or the real estate/homebuilding industry
- Nice-to-Have: Experience in product marketing or customer education content creation
- Nice-to-Have: Familiarity with customer success metrics and best practices
