Customer Support & Implementation Specialist

PURE Property Management

Customer Support & Implementation Specialist focused on onboarding and user support for property management software platform. Collaborates with users and the product team to ensure efficient operations.

Posted 5/15/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $77,000 - $82,000 per yearWebsite

About the role

Key responsibilities & impact

Participate in onboarding sessions for new offices, supporting teams through initial setup, workflows, and best practices to get them productive quickly.
Develop and maintain documentation materials, like written guides, walkthroughs, and other resources, that are tailored to different roles and use cases, contributing to a growing knowledge base that supports onboarding and ongoing self-service.
Follow up with newly onboarded offices to ensure adoption, address early questions, flag recurring issues, and identify patterns that inform documentation or process improvements.
Manage user accounts (provisioning, deprovisioning, role assignments, and permissions) as offices are onboarded or staffing changes occur.
Configure system settings and workflows to match each office's operational needs, ensuring the platform is set up for success from day one.
Respond to inbound support requests via email, chat, and/or ticketing system, guiding users to solutions, documentation, or training resources.
Identify, document, and escalate bugs with clear reproduction steps; submit well-formed feature requests capturing user context and business impact.
Maintain clear ownership of open tickets, following up with users on status, resolutions, and next steps until issues are fully resolved.
Contribute to and maintain internal knowledge base articles, FAQs, and support documentation as you identify recurring patterns.

Requirements

What you’ll need

Customer-first mindset: you lead with patience and empathy, even when conversations are complicated.
Clear communicator: able to explain technical concepts in plain language and write documentation that users of varying technical levels can actually use.
Comfortable with software: you pick up new tools quickly and aren’t intimidated by learning or administering a technical product.
Detail-oriented and organized: user configs, open tickets, and documentation gaps don’t fall through the cracks when you’re owning them.
Collaborative: you work closely with product and engineering, translating user pain into actionable feedback.
Experience writing support documentation, FAQs, or knowledge base articles for a software product, including building or maintaining a self-service resource library.
Hands-on experience with user administration, including managing accounts, roles, and permissions within a software platform.
Familiarity with a ticketing or CRM system (e.g., Jira Service Management).
Experience working alongside a product or engineering team with bug reporting and feature request workflows.
Background in property management operations, real estate, or related software is a strong plus.
1–4 years in a customer support, implementation, or client success role for a SaaS product.

Benefits

Comp & perks

Medical, Dental and Vision Coverage
401(k) plan with a 4% Instantly Vested Match
Generous Vacation and Sick time
Life and Disability Plans
Wellness Fitness Program
Employee Assistance Program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

user administrationdocumentation writingbug reportingfeature request workflowssystem configurationworkflow managementknowledge base maintenancesupport ticket managementself-service resource library

Soft Skills

customer-first mindsetclear communicationdetail-orientedorganizedcollaborativepatienceempathy