Implementation Specialist

Join Our Team at RealWork Labs!

Hello there! We're RealWork Labs, a dedicated crew of innovators based in Austin, Texas. We're in the business of helping home service providers build online trust with homeowners, and we're pretty good at it, if we do say so ourselves.

We've built a hyper-local content platform that allows service providers to easily share their work through videos, reviews, and photos tied to their job site location. It's all about quality and trust with us, and we're proud to say our platform has proven its worth by helping our clients establish a strong online presence and build trust with their customers.

RealWork Labs is based 100% in the US and headquartered in Austin, TX.

The Role:

The Implementation Team at RealWork is responsible for managing added services and providing much of the backend support for our customer base. The Implementation Specialist will play a critical role in the success of our clients by providing some of the tasks detailed below. While the majority of the tasks performed by the Implementation Team are technical in nature, this position is considered client-facing so you must be comfortable speaking to clients on the phone, and having Zoom meetings when needed, as this will be part of your day-to-day activities.

• Install RealWork web widgets on customer sites with consistency
• Consult with customers and customers’ web and marketing teams on implementation best practices
• Edit website layout/user interface by using responsive HTML/CSS practices
• Prepare and maintain CSS code library and Internal Confluence FAQ
• Work with client base to assist in establishing CRM (Zapier and/or direct) integration with the RealWork platform
• Perform Integration Audits to ensure integration between client CRM and RealWork is working properly
• Troubleshoot and provide feedback on issues that are impacting customers
• Complete a high volume of Digital Marketing content for our customer base
• Troubleshoot product integration issues and act as an intermediary between customers and the RealWork Product & Engineering team
• Maintain high levels of quality with minimal rework
• Maintain Salesforce by accurately updating records and work closely with Customer Success to support customer issues
• Gain a broad knowledge of our products to answer a wide variety of customer questions
• Help create best practices for implementation processes of an evolving product
• Supporting the Customer Service Inbound Queue during peak times 
• Other ad hoc tasks as assigned

• Strong knowledge of and experience with modern responsive HTML/CSS
• 1+ years of experience supporting website design and development
• Experience with WordPress, Wix, GoDaddy, etc.
• Understanding of Search Engine Optimization process
• Strong understanding of how web applications work, including security, session management, and development best practices
• Experience with Salesforce preferred
• Experience with Facebook Business Manager desired
• Experience with Canva/Photoshop preferred
• Previous customer service experience required
• Strong written and verbal communication skills
• Strong organizational skills including attention to detail and multi-tasking 
• Adaptable to learning new technologies, prioritizing responsibilities quickly, and purposefully achieving goals
• Ability to solve problems with a creative approach
• Deadline and process-driven work history
• Ability to work cross-functionally and collaboratively in a start-up environment
• Comfortable with changing processes and procedures and strong ability to learn with little documentation

• Startup environment within a stable, industry-leading company
• Competitive salary, commission structure & equity
• Health, Dental, & Vision benefits
• Regular team outings & events
• Flexible PTO

RealWork Labs is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local, state, and federal law or ordinance.