About you
* you are early in your career and excited to build a foundation in customer success at a fast-growing company. This may be your first full-time job out of college. What matters most is the energy, curiosity, and learning mindset you bring.
* you care deeply about helping customers succeed. You follow through, notice details others might miss, and take pride in being helpful, responsive, and reliable. You are an exceptional written and verbal communicator who can build trust with people across different backgrounds, roles, and levels of technical comfort.
* service is a fundamental part of homecare pro’s service; the way we respond, guide, and partner with agencies makes them feel supported and view us as essential to their success. In this role, you will strive to deliver that experience every day.
* to succeed in this role, you will need to be organized, adaptable, and eager to improve. You welcome feedback, learn quickly, and bring a thoughtful approach to your work. You are excited by the opportunity to become a trusted partner to customers while developing a strong understanding of how our product works and how home care agencies operate.
this role is ideal for someone who wants to grow quickly at the intersection of service, operations, and technology. Over time, you will have the opportunity to take on more ownership, deepen your product expertise, and help shape how homecare pro scales its customer success function.
responsibilities
* serve as a day‑to‑day point of contact for customers, delivering thoughtful, timely, and high‑quality support across email, calls, and other communication channels.
* support new customers through onboarding, account setup, training, and follow‑through on key implementation steps.
* build trusted relationships with agency users by understanding their goals, answering questions clearly, and helping them use homecare pro with confidence.
* learn the homecare pro platform in depth so you can guide customers on workflows, troubleshoot issues, and recommend practical next steps.
* own customer questions and problems from start to finish, coordinating internally when needed and ensuring customers feel supported throughout the process.
* escalate bugs, product gaps, and complex issues with clear documentation so internal teams can act quickly and effectively.
* identify themes in customer questions, challenges, and feedback, and share insights that help improve the product, training materials, and internal processes.
* create and maintain internal playbooks, help center content, and reusable customer resources that make support more consistent and scalable.
* monitor customer engagement and account health, proactively following up when customers may be stuck, underusing the platform, or at risk of frustration.
* partner cross‑functionally with operations, product, and leadership to ensure the voice of the customer is reflected in how homecare pro evolves.
* contribute to continuous improvement by finding ways to make the customer experience smoother, the team more effective, and the business better over time.
qualifications
* willing and able to work us western time hours.
* bachelor’s degree or equivalent practical experience.
* 0–2 years of professional experience.
* excellent written and verbal communication skills, with the ability to build trust with people from different backgrounds, roles, and levels of technical comfort.
* strong interpersonal skills and a genuine desire to help customers succeed.
* empathy, patience, and a service‑oriented mindset.
* eagerness to learn quickly, absorb feedback, and build deep knowledge of the product, customers, and home care industry over time.
* highly organized and detail‑oriented, with the ability to manage follow‑up, keep track of multiple workstreams, and consistently close loops.
* a proactive, resourceful approach to problem‑solving, including the ability to investigate issues thoughtfully and elevate clearly when needed.
* comfort learning and working within software platforms, workflows, and internal tools in a fast‑paced environment.
* ability to adapt as processes evolve and the company grows while maintaining a high standard of quality and responsiveness.
* bonus: prior internship, part‑time, or full‑time experience in a customer‑facing role such as customer success, support, sales, operations, teaching, recruiting, hospitality, retail, or community management.
* bonus: experience creating documentation, training materials, or written resources for customers or internal teams.
diverse teams build better products and stronger companies. Homecare pro welcomes people of every background, identity, and experience. If you’re excited about the role but don’t meet every qualification, we still encourage you to apply.
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