Customer Success Specialist

AgentFire builds brand-focused real estate websites for agents, teams, and brokerages across the US and Canada. Our platform combines website design with tools and integrations that help clients show their value, share their expertise, and grow their businesses.

We're a remote team that cares about the quality of our product and the experience clients have using it.

Why this role exists

We're adding an experienced Technical Customer Success Specialist to help more clients get real value from AgentFire. You'll join our existing Customer Success team in a hands-on role, working directly with clients rather than managing employees.

This is a technical role. We want someone clients enjoy speaking with (personable and confident on camera), but strong technical skills matter most. A big part of the job is troubleshooting live with clients: getting on a screen share, figuring out why something on their website, our platform, or an integration isn't working, and fixing it. You'll also learn what each client is trying to achieve, help them put the right tools to work, and follow through on what you discuss.

Upsell commissions and earning opportunity

Alongside helping clients get more value from AgentFire, you'll earn commissions by recommending and closing upgrades that genuinely fit their needs.

We see significant untapped upsell opportunities within our existing client base. We're looking for someone who enjoys building client relationships and has the confidence to turn those conversations into relevant recommendations and sales. For the right person, there's room to grow this part of the role and their earnings.

What you'll do

• Troubleshoot technical issues with clients in real time, often on live screen shares: website functionality, platform settings, and integrations. Find the cause and fix what's within your scope. When something needs Support, hand it over with clear findings so the client never has to explain it twice, and keep them informed until it's resolved.
• Run client success calls and screen shares. Understand the client's goals, explain relevant features clearly, and leave them with practical next steps.
• Proactively check in with clients, help them adopt useful features, and follow up on questions and commitments.
• Recognize when a client is struggling or not getting value, then take action with the team before the relationship deteriorates.
• Recommend upgrades and add-ons when they fit the client's needs. Close straightforward opportunities and involve the right teammate when more expertise is needed.
• Occasionally host client webinars and record useful product walkthroughs or training videos.
• Surface client wins and recurring questions that can improve our education, product, and marketing.
• Keep clear records of conversations, commitments, opportunities, and next steps in our CRM.
• Use AI to accelerate research, product learning, call preparation, and follow-up without sacrificing accuracy or personal attention.

What we're looking for

• Strong technical experience. This is the most important requirement. You've spent real time troubleshooting and resolving software problems, for example on a SaaS platform, in WordPress or another website builder, or with a CRM and its integrations. You work through unfamiliar problems systematically, ask the right questions, and can guide a client to a fix while they watch. You learn new systems quickly and know when something genuinely needs Support or a developer.
• A strong customer-facing track record. You've helped clients understand a product, overcome obstacles, and get useful results. Relevant experience could include technical support, technical account management, implementation, customer success, or onboarding.
• Great screen presence. You're engaging and confident on video, listen well, and explain unfamiliar concepts without overwhelming people. Clients should feel comfortable asking you questions.
• Near-perfect spoken and written English is required. You can lead client calls and webinars naturally, explain unfamiliar concepts clearly, and write accurate, useful follow-ups.
• Practical AI fluency. You already use tools such as ChatGPT or Claude to learn faster, investigate customer questions, improve explanations and reduce repetitive work. You can show how that improves your results. You check answers against product documentation or the actual platform before sharing them with clients.
• Reliable follow-through. You keep track of what you've promised, stay organized across multiple clients, and flag problems rather than letting them sit.
• Good commercial judgment and confidence closing upsells. You can recognize when an upgrade would genuinely help a client, explain its value, and guide t