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Published 2023-12-29

Support Specialist, BMS

Type of job: Remote
Country: United States
City: New York
Company: Broadlume

Description of the offer

Broadlume’s on a mission to transform the Flooring industry through integrated technology. Join our team and help our nationwide network of 3000+ independent flooring retailers grow their businesses online. We are seeking a self-driven and customer-focused Customer Success Manager to join our team.

The Support Specialists primary responsibility is  to provide high-quality, results-oriented, and flexible support and education to our clients. Support is delivered via email, phone, chat, virtual meetings, occasional onsite support.

**This is a full time, remote position**



As the face of Broadlume,:

  • Respond to customer requests by phone, chat, and email in a professional and timely manner, ensuring customers are aware of new functionality and efficient usage of the system
  • Respond to a variety of user requests and provide guidance on system use related to sales processing, accounting, and other system modules
  • Communicate thoughtful, thorough, and accurate solutions to solve for the customer from beginning to end using language and terminology that the customer understands
  • Work with key stakeholders to escalate, troubleshoot, and resolve ERP system issues related to software bugs and provide operating procedure coaching to customers to reduce need for support cases
  • Manage day-to-day workflow with composure and flexibility as customer and team needs evolve, case volume changes
  • Adjust priorities and workflow according to customer needs, level of urgency, customer priority, impact of the issue
  • Develop, maintain, and build  a deep understanding of Broadlume as a business, BL platforms, our services, org, industry



  • You have 2+ years of experience within the flooring industry using an industry specific business management / Business Management System.
  • You understand the intricacies of running a flooring business and the importance that systems play in a successful operation.
  • You have knowledge and experience with accounting practices and account reconciliation processes.
  • You are proficient in Excel and comfortable working with multiple spreadsheets.
  • You are resourceful and solution focused. If you don’t know the answer, you’ll find it.
  • You excel at written and verbal communication. You have exceptional written communication skills and know how to make complex topics seem simple when explaining things.
  • You are able to relate to and connect with different personalities – you understand the importance of reading the room and adjusting your approach when necessary.
  • You believe in amazing customer service. You always go the extra mile to be responsive, clear, and helpful to our clients.
  • You are a quick learner and inquisitive.
  • You are coachable, trainable, and open to constructive feedback.
  • You have strong problem solving and decision-making skills including the ability to think ahead and get things done without intervention from others.
  • You are a team player and able to operate in a dynamic environment.


  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, 4% match)
  • Life Insurance
  • Unlimited Paid Time Off
  • Family Leave
  • Short Term & Long Term Disability
  • Work From Home + Remote Office Allowance
  • Wellness Resources & Lifestyle Perks
  • Calm Premium App Subscription
  • Stock Option Plan

Who We Are:

Our mission at Broadlume is pretty simple: simplify the complicated world of digital marketing for the flooring industry. The opportunity is massive, and we have the team to execute the vision…except, well, for you.

At Broadlume, we are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please email us at careers@broadlume.com and let us know the nature of your request and your contact information.

Broadlume is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

How to apply?

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