Customer Service Representative (Remote)

Customer Service Representative

Location: Remote, Applicants must reside in New Jersey.

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.