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About the Role
Kairos Living is seeking an individual to manage and optimize their internal property management operations platform. This role involves becoming a product expert, training users, providing real-time support, and translating user feedback into actionable insights for the development team. You will also administer the platform's notification system and system configurations, acting as a bridge between users and the development team.
Responsibilities
- Build and run onboarding and refresher training for internal teams and external vendors, live and recorded.
- Maintain a training curriculum per role and module, updated as the product changes.
- Run train-the-trainer sessions so team leads can onboard their own new hires.
- Own new-hire KOS onboarding across the company.
- Serve as first line of support for internal teams and external vendors across Slack, phone, and the ticketing queue.
- Triage, reproduce, and resolve issues; escalate what you can't.
- Track recurring issues and patterns instead of just closing tickets.
- Hold office hours or a standing support window during high-change periods.
- Build and own the KOS knowledge base: how-to articles, workflow guides, FAQs, release notes.
- Produce short tutorial videos for core workflows and new features.
- Write for two audiences: internal associates and external vendors, who need different depth.
- Document at a level where a teammate can cover the support queue for a week using your articles alone.
- Keep everything current, retiring stale content aggressively.
- Convert support signal into well-written Jira tickets with clear reproduction steps, screenshots, severity, and user impact.
- Partner with Product on prioritization; represent the user's perspective in backlog reviews.
- Participate in UAT and validate fixes before they reach users.
- Close the loop with users when their issue ships.
- Administer the KOS notification system: templates, recipients, triggers, and escalation rules.
- Manage system-level configuration such as user accounts, roles and permissions, dropdown and reference data, and approval routing setup.
- Maintain configuration documentation and a change log so changes are traceable.
Requirements
- 3+ years in application support, product support, technical training, or IT support for a business application.
- Demonstrated ability to learn a complex system deeply and explain it simply to non-technical users.
- Strong written communication; you can write a clear how-to article and a clear bug report.
- AI-oriented for maximizing efficiency without compromising on output quality.
- Comfortable supporting users by phone, not just chat and email.
- Comfort administering a SaaS platform: user management, permissions, configuration settings.
- Experience with a ticketing system such as Jira, Freshdesk, Zendesk, or ServiceNow.
- Organized and self-directed enough to own a support queue and a content backlog at the same time.
- Patience and steadiness with frustrated users under time pressure.
- Spanish fluency, for working with our vendor network.
- Screen recording and light video editing (Loom, Camtasia, Descript, or similar).
- Property management, real estate, or construction operations background.
- Experience with Yardi or a comparable property management system.
- Experience supporting a platform through an initial rollout, not just steady state.
Skills
- Application support
- Product support
- Technical training
- IT support
- Written communication
- AI-oriented
- Phone support
- SaaS platform administration
- User management
- Permissions management
- Configuration settings
- Ticketing systems (Jira, Freshdesk, Zendesk, ServiceNow)
- Organization
- Self-direction
- Patience
- Steadiness
- Spanish fluency
- Screen recording
- Video editing (Loom, Camtasia, Descript)
- Property management
- Real estate operations
- Construction operations
- Yardi
- Platform rollout support
Experience Level
- 3+ years
About the Company
- Kairos Living is replacing a stack of disconnected tools with our own internal property management operations platform.
- This is where our maintenance, construction, leasing, procurement, and vendor teams do their daily work.