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About the Role
As a Customer Care (Platform Adoption Specialist), you will play a crucial role in ensuring a seamless transition and successful adoption of our platform by our clients and users. You will serve as the primary point of contact for end-user enablement, issue resolution and platform improvement, helping our clients harness the full potential of our solution.
Responsibilities
- Serve as the primary point of contact for end-user enablement, platform improvement and issue resolution.
- Provide exceptional customer service by promptly addressing and resolving client questions, concerns, and technical issues through various channels (e.g., email).
- Conduct thorough training sessions and workshops to educate clients on the platform's features, functionality, and best practices.
- Proactively identify and troubleshoot platform-related issues, working closely with cross-functional teams to provide timely resolutions.
- Collaborate with the product team to gather client feedback, identify areas for improvement, and contribute to the continuous enhancement of our platform.
- Contribute to the creation and improvement of internal processes in coordination with our HQ team in Paris.
- Maintain accurate and up-to-date records of client interactions, support tickets, and issue resolutions in our ticketing system.
Requirements
- 2-3 years of experience in a similar role
- Excellent written and verbal communication skills, with the ability to articulate complex concepts in a clear and concise manner.
- Strong problem-solving skills and ability to think critically
- Empathetic and customer-centric mindset with a passion for delivering exceptional customer experiences.
- Team player mindset, sharing best practices internally, ability to find solutions that will benefit all.
- Interest in data management
- Ability to work independently, manage multiple priorities, and adapt to changing requirements in a fast-paced environment.
Skills
- Customer service
- Platform adoption
- Issue resolution
- Training
- Troubleshooting
- Client feedback
- Data management
- Communication
- Problem-solving
Location
- New York City, US
Work Type
- Hybrid
- Full-time
Experience Level
- 2-3 years
Benefits
- 20 days paid holidays
- 5 Sick Days
- 10 Public Holidays
- Medical Coverage
- Dental Coverage
- Vision Coverage
- 401(k) - Safe harbor plan - 3.5% employer contribution
- Access to a language learning platform
About the Company
- Founded in 2014, Deepki is the leading SaaS solution for sustainability in the real estate sector.
- We help commercial real estate players achieve their sustainability goals through an innovative software platform combined with expert services.
- Deepki’s platform enables data-driven decision-making, driving both climate impact and operational performance across real estate portfolios.
- Our brand is built on three core values: Trust, Care & Act, which guide our relationships, the way we operate, and the impact we seek to create.
- We are committed to helping our clients succeed by providing them with reliable data, engaged teams, and actionable insights — all key drivers of sustainable change.
- Deepki’s teams are dedicated to making an impact by harnessing data to transform the world’s most carbon-intensive industry into a force for good for the planet, and creating virtuous real estate.
- Our employees are at the heart of everything we do, and we strive to provide a comfortable environment where they can flourish.
Equal Opportunity
- At Deepki, we believe that diversity is a core strength. As an equal opportunity employer, we review every application with the same care, regardless of origin, religion, gender, sexual orientation, age, or disability. Our hiring decisions are based solely on skills, motivation, and the needs of the company.