Lessen

Manage client repair and maintenance requests, support junior team members, handle escalations, and assist with reporting and project work. | High school diploma, 4+ years customer service experience preferred, computer proficiency, communication skills, and some property maintenance or trades knowledge preferred. | This is a remote position that works on the weekends Friday, Saturday, Sunday and Monday from 7:00 AM - 6:00 PM. The Customer Service Representative acts as a liaison between our clients and our network of vendors by managing all our clients’ repair and maintenance needs within our technology platform, One by Lessen and supporting more junior members of the team. The Customer Service Representative also provides support to the Team Lead, assisting with reporting, escalations, project work, and leadership coverage when the Team Lead is not available. What you'll do: • Develop and maintain positive client relations required to ensure superior client satisfaction • Receive and handle customer calls and email requests for services • Manage the scheduling and completion of all services assigned by customers; many of the services a Customer Service Representative will handle will be complex project type work {examples: closed stores or restaurants with multiple Affiliates involved} • Act as final escalation point before determining whether any disputes or un-satisfied service confirmations need to be highlighted to Team Lead • Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship • Provide information to supervisors, co-workers, and subordinates by telephone, in written form, email, or in person; will be considered a point person for the handoff between shifts and/or other offices • May be required to run special reports for the Team Lead and/or Client, as well as provide analysis on performance trends • Demonstrate professionalism in communication, relationship development, customer service, etc. • Assist in training team members and provides constructive feedback as necessary • Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers • Shift flexibility may be required • Foster a positive team environment • Ensure confidentiality and accuracy of internal and external data • Perform ad-hoc projects and other duties as assigned Compensation: $21.00 - 22.00 an hour Pay is determined by several compensable factors, such as qualifications, skill level, competencies, and work location. You should have: • Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook essential •High school diploma required • 4+ years of customer service experience preferred • Preferred experience as a CSRIII • Ability to communicate industry language • Undergraduate degree / internship preferred • Intellectual agility and adaptability • Property maintenance experience • Trades knowledge #IND2 \n \n

Guide new vendors through onboarding, training, and adoption of the Lessen Pro SaaS platform while providing ongoing support and relationship management. | 2+ years in customer success or onboarding roles ideally in SaaS or FSM, strong communication skills, CRM and support tool experience preferred, and ability to work independently and collaboratively. | Lessen is the tech-enabled, end-to-end property service provider that is transforming how commercial and residential real estate services are delivered and managed at scale. Lessen’s technology platform provides data-driven insights that unlock key growth opportunities for the entire real estate ecosystem—including investors, owners, managers, and service providers. The company leverages a network of over 30,000 vetted, qualified vendors (Lessen Affiliates) serving clients with over 1 million properties and completing more than 3.5 million work orders annually across an expanding range of services. Lessen, LLC is a venture-backed, privately held company with offices in Scottsdale and Chicago. Job Summary The Customer Success Specialist plays a key role in driving successful onboarding, adoption and satisfaction among trade vendors using Lessen Pro, our SaaS Field Service Management (FSM) platform. This role serves as a trusted partner to new customers, guiding them through platform setup, training, and early adoption milestones. The specialist ensures a smooth onboarding experience, helping vendors quickly realize value from the platform and build confidence in its use. Key responsibilities include facilitating vendor activation, delivering training, addressing early-stage support needs, and monitoring engagement to proactively resolve issues. By building strong relationships and providing tailored support, the specialist improves vendor retention, reduces time to value, and contributes to the overall effectiveness of Lessen Pro. Reporting to the Manager of Customer Support, this role has a direct impact on customer satisfaction, platform utilization, and operational efficiency. Responsibilities: Vendor Onboarding & Training: • Serve as the primary point of contact for new vendors during onboarding, guiding them through the Lessen Pro setup process to ensure a smooth, efficient transition onto the platform. • Lead kickoff calls, system walkthroughs, and setup sessions to guide vendors through platform configuration, and conduct comprehensive training to ensure a strong understanding of Lessen Pro’s features and functionality. • Track onboarding progress and ensure timely completion of key setup milestones. • Monitor early usage trends and proactively address adoption barriers. • Create and maintain training materials and resources to support vendor learning. Customer Support & Relationship Management: • Provide timely and effective support to vendors via phone, email, and chat, addressing their questions and resolving any issues. • Build and maintain strong relationships with vendors, fostering a positive and collaborative environment. • Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience. • Act as a trusted advisor, understanding vendor needs and providing tailored solutions. • Monitor vendor usage of the Lessen Pro platform and proactively reach out to vendors to offer assistance. Problem Solving & Escalation: • Troubleshoot technical and operational issues, escalating complex problems to the Manager, Customer Support when necessary. • Document vendor feedback and issues, contributing to the continuous improvement of the Lessen Pro platform. • Identify opportunities to improve the vendor experience. Contribute to Growth: • Identify opportunities for vendors to maximize their usage of the Lessen Pro platform. • Inform the manager of any upselling or cross selling opportunities that are discovered while assisting vendors. Role Specific Skills • Ability to dissect full projects into individual components so as to ensure prioritization and timely completion • Computer Skills: Intermediate proficiencies in: Microsoft Word, Excel, PowerPoint, Outlook preferred Professional Skills Customer Service / Relationships: Proactively engage with customers to build positive relationships, resolve issues, and coach others on effective customer interactions. Verbal Communication: Clearly and effectively communicate information to individuals and small groups, adapting style to fit the audience. Written Communication: Produce concise, coherent, and professional written communications, including emails and support tickets. Teamwork: Collaborate effectively with team members to achieve shared goals and foster a positive team environment. Role Specific Skills Customer Service Excellence: • A passion for providing exceptional customer service and building strong relationships. • Excellent problem-solving and communication skills. • Ability to remain calm and composed under pressure. Technical Aptitude: • Comfortable learning and using new software platforms. • Ability to simplify technical concepts for non-technical users. • Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook). • Familiarity with Salesforce or other CRM systems is a plus. Minimum Qualifications • Bachelor’s degree preferred, or an equivalent combination of education and relevant experience in customer success, onboarding, account management, or training—ideally within SaaS or Field Service Management (FSM) industries, with at least 2+ years of hands-on experience in a similar role. • Experience working with SaaS products is highly desirable • Experience with CRM and support tools (e.g., Salesforce, Zendesk) preferred. • Strong written and verbal communication skills • Ability to work independently and as part of a team • Familiarity with field service operations or contractor networks is a plus • Industry Knowledge (Preferred): Understanding of the residential repairs and maintenance industry or the real estate/construction verticals Why Lessen: • Competitive compensation • Health, Dental, Vision, Life, Disability options • 401K retirement savings plan • Paid vacation, federal and floating holidays • Maternity/Paternity Pay • Career advancement opportunities • All the tools you'll need to be successful Lessen is intentional about attracting, developing, and retaining amazing talent from diverse backgrounds. We’re looking for teammates that are enthusiastic, empathetic, curious, motivated, reliable, and will help us amplify the positive & inclusive culture we’ve been building. Lessen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.