Customer Hero – Customer Experience Analyst
DoriCapAI | doricap.ai
Location: New York, NY & Puerto Rico — Hybrid, with occasional travel
Employment Type: Full-Time
Compensation: $4,000 – $8,000 per month ($48,000 – $96,000 annualized) depending on experience, plus performance bonus and benefits
About DoriCapAI
We’ve built an AI-powered platform for commercial real estate lending. It reads and structures deal documents, matches borrowers to the right lenders, and tracks every loan from intake to close — replacing the spreadsheets, inboxes, and guesswork the industry still runs on.
Our customers are commercial real estate brokers, lenders, and sponsors. Most of them have never used software like this before, and that’s the opportunity: we’re not competing with a better tool, we’re replacing the absence of one.
The product is live and in customers’ hands. We’re a small team, and there’s a lot still ahead of us.
Role Overview
Customer Hero – Customer Experience Analyst is the human face of the product. You own everything that happens after someone signs up: getting them set up, getting them submitting deals, and being the person they turn to when something isn’t clear.
The measure of the job is straightforward. Customers get onboarded quickly, they use the platform every week, and they never feel stuck or ignored. Getting there takes organization, persistence, and the kind of patience that makes people comfortable asking the same question twice.
You won’t be writing code or running deals. You do need to genuinely enjoy software — learning a product inside out, figuring out why someone is confused by a screen, and explaining it in a way that clicks.
What You’ll Do
Get customers up and running
- Walk new customers through account setup and their first deal submission.
- Run training sessions and product walkthroughs, live and recorded.
- Occasionally meet a customer in person when that’s the fastest way to get them going.
Keep them coming back
- Watch which accounts are active and which have gone quiet, and reach out before someone drifts away.
- Chase incomplete submissions and stalled onboardings until they’re finished.
- Run regular check-ins to confirm customers are getting value and surface what they need.
Be the answer
- First point of contact for product questions: how a feature works, where to find something, what a field means, why a deal shows a particular status.
- Escalate bugs to engineering with enough detail to act on, and follow through until the customer has an answer.
- Keep help docs, FAQs, and walkthrough guides current as the product ships.
Make the product better
- Turn what customers ask for, find confusing, or complain about into clear themes for the product team.
- Track incoming signups and referrals from partners so nobody falls through the cracks.
- Keep CRM records and account status accurate.
What We’re Looking For
Required
- Experience in a customer-facing role — support, customer success, onboarding, account management, or client services.
- Genuinely comfortable with software — you figure out a new app without reading the manual, and you like showing others how it works.
- Patience with non-technical users, and the ability to walk someone through a process without making them feel slow.
- Excellent written and verbal communication in English.
- Organized enough to carry dozens of open threads without letting any of them slip.
- Proactive by default — you chase the answer and close the loop rather than waiting to be asked.
- Based in the New York metro area or Puerto Rico, and open to occasional travel.
Helpful, Not Required
- Experience at a startup or SaaS company, especially supporting a product in its early days.
- Working familiarity with commercial real estate, lending, or capital markets — enough to follow what customers are doing on the platform.
- Comfort with CRM and support tools and project tools.
- Curiosity about AI products and a practical instinct for where a model’s output needs a human to check it.
Why This Role
- You’ll be the loudest voice on the product roadmap. What you hear from customers is what gets built.
- Small team, real ownership, decisions that don’t take three weeks.
- Early enough that you’ll help define how customer experience works here, not inherit someone else’s playbook.
- Hybrid schedule with genuine flexibility, performance bonus, health benefits, and paid time off.