Customer Service Representative (Remote)
About the role
QuikStor is the leading SaaS facility management platform for the self-storage industry, delivering a purpose-built, scalable system that serves as the foundation for intelligent automation and modern facility operations. We are in rapid growth mode, backed by significant capital from self-storage industry veterans who share our vision to build the most advanced and scalable operating system for storage operators worldwide.
The Customer Service Representative is the first point of contact for QuikStor clients. Storage operators run their facilities on QuikStor, so when they reach out, a fast, friendly, and clear response matters. The Representative owns each conversation from the first reply, resolves everyday questions and common issues directly, and keeps the client informed until the issue is closed. Support runs in Intercom across chat, email, and phone, and Intercom routes each ticket to the right person. The Representative answers how-to and account questions, walks facility staff through common workflows, and resolves routine issues on the spot. The harder technical problems belong to the Technical Support team; the Representative recognizes them early, gathers the facts, and hands them off so the client never has to repeat themselves. This role keeps the queue moving and the client experience warm and responsive. Success is measured by response times, how many conversations are resolved at first contact, client satisfaction, and the quality of handoffs to Technical Support.
Location: Remote (must reside in New Jersey or Illinois). Reports to: Technical Support Manager.
Responsibilities
- Respond to inbound client conversations in Intercom promptly and warmly, within the team response targets
- Resolve everyday questions directly, including how-to questions, account and login help, navigating the platform, and common workflows such as move-ins, payments, and reports
- Walk facility staff through common tasks step by step, in plain language, over chat, email, or phone
- Keep clients updated at every step until the issue is resolved, including when another team is working on it
- Recognize urgency and immediately flag anything that affects a facility's ability to operate
- Gather the facts on every issue: who is affected, which facility, what happened, what the client expected, and screenshots or examples
- Identify issues that need Technical Support and hand them off with a complete, well-documented ticket so the client is never asked to repeat themselves
- Route hardware and legacy product cases to the Hardware and Legacy support team
- Stay the client's point of contact on handed-off cases, follow up on progress, and close the loop when the issue is resolved
- Log every client feature request in Intercom so Product can triage it
- Learn the QuikStor platform through onboarding and the recurring feature training sessions, and stay current on each release
- Use help center articles and macros to give consistent answers, and flag gaps and outdated