Companies you'll love to work for

At PredictAP we are on a mission to help real estate companies achieve dramatic improvements in the efficiency of their back-office operations. We focus on delivering products that replace rote, manual-intensive tasks with automated, intelligent solutions. We look for parts of the process where there is a gap in the market.

PredictAP is the first and only AI-powered invoice coding tool for real estate accounts payable (AP) teams. It makes invoice coding faster and easier by eliminating manual data entry and learning coding patterns from past invoice history. We call it Intelligent Invoice Capture™

PredictAP is a remote company. While prior remote work experience isn't required, we look for team members who perform well when given a high level of independence and autonomy, and are excited about working with a remote team. Our culture is about working with smart people we respect and can laugh with—not about Foosball tables.

Reporting into the Product Team, this is an important role in an early-stage company and a unique opportunity to build and support products that will rapidly scale. Your impact, experience, and professional growth over the next few years will be unmatched in a lean business with tightly aligned teams working towards a shared purpose. You will be working directly with the leadership team to make a worldclass product and to ensure our customers receive top-notch support. This position plays a role in resolving technical issues, guiding junior support team members, and ensuring that customers have a positive experience with our product.

• Become a subject matter expert on the features and use cases across the PredictAP product suite and be ready to answer questions, clarify documentation, and act as a liaison for customer-facing teams.
• Main areas of responsibility include:
• Product Support:
• Become the main point of contact for all advanced (Tier 2 & 3) support issues
• Be the face of PredictAP to the customer, providing timely professional, and friendly product support
• Troubleshoot and diagnose complex product-related issues
• Triage product-related issues to appropriate teams
• Ensure prompt, clear communication with customers throughout the issue resolution process
• Collaborate with product and engineering teams, ensuring that customer feedback is incorporated into product improvements
• Lead the offshore Tier 1 customer support team, providing guidance, product knowledge, and troubleshooting techniques.
• Acts as the primary point of escalation for the offshore Tier 1 support team
• Work with Customer Success to setup and configure new customer environments as well as assist in identifying any recurring client communication behaviors that could be of concern
• Consistently measure and rethink metrics such as CSAT, SLAs, and Customer contact rate to drive PredictAP support experience improvements and challenge the current processes
• Product Documentation:
• Identify common questions/issues that can be solved through deflection to an automated self-service portal and/or help center while ensuring the use of agreed-upon company-wide terminology / the PredictAP brand voice
• Analyze the support process to identify areas of improvement
• Work with Customer Success team to create and update product training materials for new users
• Sales Engineer Support
• Keep the sales demo environments up to date as the product’s capabilities expand
• Work with the sales team to support new demo use cases when needed

• 3+ years of prior experience in a product support role, preferably in a SaaS environment
• Excellent prioritization and organizational skills, with the ability to manage multiple customers and priorities in a fast-paced
• Experience in mentoring or leading support teams
• Experience and desire to work in a totally remote company. Experience in a start-up environment is preferred.