Customer Care (Platform Adoption Specialist) - New York - (F/M/X)
Job Description
About Deepki
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.
We are seeking a highly motivated and customer-centric Customer Care (Platform Adoption Specialist) to join our dynamic team to manage our US customers based in our US office in NYC.
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.
This role requires exceptional communication abilities, educational skills combined with a passion for data & tech topics and excellent problem-solving skills.
YOUR ROLE :
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.
YOUR PROFILE :
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 who will benefit to all
Interest in data management
Ability to work independently, manage multiple priorities, and adapt to changing requirements in a fast-paced environment.
Recruitment process:
HR interview
Case study
Interview with the US team manager (N+2)
Interview with the direct manager (N+1)
Your working environment:
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.
Hybrid Model : Remote working days (4 days/week mandatory at the office in NYC)
20 days paid holidays + 5 Sick Days + 10 Public Holidays
Medical, Dental & Vision Coverage (fully paid by Deepki)
Pension : 401(k) - Safe harbor plan - 3,5% employer contribution
International environment
Access to a language learning platform
Office in Manhattan's Financial District
Our commitment:
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.
Deepki: #ImpactForward