Support Specialist

About Vantaca

Powered by AI, Vantaca’s vision is big! We are the leading AI-native community management performance platform that enables owners and operators, community management teams, boards and associations to work smarter, faster, and with unprecedented insight. More than just accounting and management software, Vantaca is intelligent business operating software that leverages artificial intelligence to automate routine work, surface actionable insights, and help our customers increase revenue, efficiency, flexibility, and control.

Built on modern cloud architecture with a single-platform design, Vantaca combines comprehensive functionality that adapts to 100% of business processes with AI-powered automation that learns and improves over time. Our proactive AI capabilities don’t just report on what happened; they predict what’s coming and recommend what to do next. From intelligent document processing and predictive analytics to automated workflows and conversational interfaces, we’re transforming how community management companies operate.

With seamless integrations across the software and banking ecosystem, we’re building the intelligent hub for community management where AI doesn’t just assist, it anticipates. Vantaca is focused exclusively on community management and is the trusted technology leader defining the AI-powered future of the community association management industry. We’re building something fundamentally different, and our customers are experiencing the competitive advantage that comes from working with truly intelligent software.

Vantaca just achieved unicorn status with a $1.25B valuation, so it’s safe to say we’re past the "scrappy startup phase." We’re not just building a successful company—we’re building the category-defining platform that will transform how an entire industry operates.

The Pay Support Specialist is a key component of Vantaca’s unwavering commitment to the customer experience by helping further establish our reputation as a company that offers excellent customer support. This role is focused on providing excellent customer support to homeowners, who are users of Vantaca Pay. Their work orientation is driven by being a self-starter motivated by task accomplishment, both individually and collaboratively.

They will work closely with team members to resolve customer queries, recommend solutions, and guide product users through features and functionalities. The Customer Support Specialist is a dynamic problem solver that isn’t afraid to push boundaries and think beyond what is expected and supports a team of talented individuals to do the same.

• Providing excellent customer experience
• Response timeliness & quality to support inquiries
• Assist customers with product configurations

• Ramp up to >45 tickets solved per week in 8 weeks.
• ≥ 85% First and Next Reply SLA Attainment
• ≥ 92% CSAT

• Consistently deliver excellent customer service by meeting company-wide service level agreements regarding client response time
• Monitor and solve incoming support ticket requests via support ticketing system and/or support phone line
• Utilize customer relations and support technologies to manage and understand the client’s needs and perspective
• Collaborate with colleagues and managers to find the best solutions to client matters
• Learn how to identify and analyze trends in support requests to aid in resolving client needs while establishing process and product improvements
• Become a Vantaca subject matter expert through the completion of content specific certification courses

• Bachelor’s degree or equivalent experience in software support, IT, accounting, finance, communications or other related fields
• Familiarity with Windows-based computer systems
• Familiarity with iOS and Android platforms
• Ability to work in a fast-paced environment
• Ability to troubleshoot and problem solve
• Exhibited understanding of how to provide a quality customer experience and support colleagues in managing client relationships
• Open to feedback and coaching from mentor(s)
• Phenomenal communication skills, your communication with everyone is…