Customer Service Representative

Location: Remote, Applicants must reside in New Jersey or Illinois.

Reports To: Technical Support Manager

About QuikStor

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.

Role Overview

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.

Key Responsibilities

Client Service

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

Triage and Handoff

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

Product Knowledge and Documentation

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 content
Turn recurring questions into suggestions for new help center articles and macros
Schedule and Coverage
Work Pacific Time business hours on-site at HQ in El Segundo
Participate in coverage planning for holidays and peak periods

How Success Is Measured

First response time against the team targets
Share of conversations resolved at first contact, without escalation
Client satisfaction scores on closed conversations

Handoff quality, measured by how often Technical Support can act on a handed-off case without going back to the client
Follow-through, with no client left waiting on an update
Help center and macro contributions

Required Qualifications

2 or more years in a customer service role with direct customer contact by chat, email, and phone
Hands-on experience with a ticketing or help desk system such as Intercom, Zendesk, Freshdesk, HubSpot Service Hub, or ServiceNow
Clear, friendly, and professional written communication and a calm, patient phone presence
Ability to manage a busy queue, prioritize, and follow through on every open conversation
Comfort learning new software quickly and explaining it to others in plain language

Preferred Qualifications

Experience supporting a software product, or experience in a technical support or help desk environment
Self-storage operations experience, or experience in property management or another operationally critical business
Intercom experience
Experience writing help center content or customer-facing instructions

Benefits

Medical, Dental, Vision, and Life Insurance
401k Retirement Plan
Vacation and Sick Time
Annual Bonus
Employee Assistance Program
Education Assistance Program
Employee Discount Store
Equity Opportunities
Discounted Storage

QuikStor is an equal opportunity employer. QuikStor does not discriminate on the basis of race, color, religion or religious creed, national origin or place of origin, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), physical or mental disability, age, protected military or veteran status, sexual orientation, gender identity, gender expression, transgender status, genetic information, legally protected medical condition, marital or domestic partner status, status as a victim of domestic violence (including sexual assault or stalking), or any other basis protected by applicable law.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. We are committed to offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at hr@kobreco.com.

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