Support Specialist

Who We Are: Revyse helps multifamily operators discover the best vendor partners, manage contracts and compliance, and reduce financial risk. Our AI-powered platform helps the industry turn vendor and supplier data into a strategic advantage. We are a fast-moving, early-stage tech company with a big vision. Founded by industry experts and financially supported by industry veterans - we're overhauling the relationship between operators and suppliers. Who We re Hiring: We are looking for a proactive and detail-oriented Support Specialist who thrives in a fast-paced, customer-focused, and data-heavy environment. In this role, your technical expertise will ensure that our customers experience maximum success across a range of product offerings - from contract management to vendor compliance. You ll play a key role in maintaining quality and accuracy, while driving continuous improvements. This is an exciting opportunity to join us at a pivotal stage of growth and make a significant impact on our success trajectory. What You ll Do: • Ticket Triage & Queue Management: You will serve as the first line of defense for all inbound support tickets across operators, vendors, and internal teams. This includes reviewing incoming requests, categorizing issues accurately, assigning severity levels, prioritizing based on business impact, and routing tickets according to our internal workflows. You ll own the health of the queue by ensuring tickets move efficiently, are tagged correctly, and meet SLA expectations. Your triage work directly impacts customer satisfaction, internal team productivity, and operational clarity. • Issue Escalation & Cross-Functional Communication: You ll collaborate closely with Implementation and Product by identifying trends, escalating bugs, and documenting recurring issues with clear, contextual summaries. You will help maintain our internal incident protocols and ensure accurate classification, severity assignment, and communication as part of our maturing SLA structure. • Onboarding & Data Integrity: You ll play a key supporting role in onboarding new customers by assisting the Implementation team with critical tasks. This might include tasks like reviewing the accuracy of our AI, bulk uploading data files, manipulating spreadsheets, processing change requests, and auditing data sets-all requiring exceptional attention to detail, strong mathematical skills, and an unwavering commitment to accuracy. • Product Configuration Support: This role requires domain expertise to assist with tasks like building document templates, setting contract signature blocks, and configuring requirements. Your in-depth understanding of industry vendors, suppliers, and their products-combined with meticulous attention to detail and a commitment to accuracy-will ensure that our customers get a quick ROI from the platform. • Documentation Support: You ll expand and maintain our resource library, creating clear, user-friendly documentation and process guides to help empower both internal users and customers with self-service solutions. Regularly reviewing and revising these materials to keep them up-to-date will be crucial. You ll use tools like Notion and knowledge base systems to manage and maintain this documentation, making sure it serves as an effective resource. • Generalist Responsibilities: This role is inherently versatile, stepping in to tackle a variety of tasks as they arise. You'll be a true startup generalist, embracing diverse responsibilities and projects, while working independently in a remote environment. Building strong relationships and collaborating effectively with the team will be key to your success. What You Bring: We believe in giving people opportunities, so if you don t check all of the boxes below, don t let that hold you back. Think of these as nice-to-haves, instead of need-to-haves: • A strong technical aptitude with proven experience in software support or customer service within a fast-paced, tech-driven environment. • A measure twice, cut once mentality. Your work is wildly accurate. In this role, it s all about precision. • Multifamily domain knowledge and exposure to the relationship between operators and suppliers. Somewhere around 2+ years of experience is a good benchmark, but not a hard and fast rule. • Exceptional problem-solving skills and the ability to diagnose and resolve technical issues quickly and accurately. • Great written and verbal communication skills, capable of translating complex technical concepts into clear guidance for customers. Experience in technical documentation and the creation of client-facing materials. You have a knack for making complex information accessible and engaging. • Experience with helpdesk systems and project management tools, like Notion, Zendesk, etc. • Strong organizational skills and attention to detail. Ability to manage multiple tasks and projects simultaneously while maintaining a high level of accuracy and quali...