Remote Customer Support Associate | WFH

Customer Support Associate - Remote | Work From Home

Company Overview

Join a pioneering organization dedicated to fostering trust between landlords and renters through cutting-edge financial technology. Our platform streamlines the rental process, offering renters instant qualification and deposit-free renting, while empowering property owners and managers to enhance their listings and operations.

Position Overview

We are in search of a personable, detail-focused, and proactive Customer Support Associate to enhance our dynamic Customer Support team. In this vital role, you will deliver outstanding service to our customers navigating our innovative security deposit alternatives. Your contributions will be essential in refining our support processes and ensuring a top-tier customer experience.

Key Responsibilities

• Address and resolve customer inquiries through email, live chat, and phone, adhering to established service level agreements (SLAs).
• Manage escalated cases from our outsourced support team, providing timely and effective resolutions.
• Ensure high-quality interactions by demonstrating empathy, in-depth product knowledge, and strong problem-solving capabilities.
• Troubleshoot account issues, technical concerns, and policy-related inquiries, knowing when to escalate internally.
• Analyze trends in customer inquiries to recommend enhancements for automation or self-service options, such as FAQs and help documentation.
• Provide insights into recurrent support challenges and propose workflow optimizations.
• Contribute to improving resolution times and deflection rates for lower-cost support tiers.
• Assist in maintaining and enhancing internal knowledge bases and customer-facing documentation.
  
  

Required Skills

• 1 years of customer support experience in a fast-paced environment.
• Strong analytical and problem-solving skills, with a focus on efficient issue resolution.
• Proficiency in handling email, live chat, and phone support (experience with Intercom or Zendesk preferred).
• Ability to manage multiple SaaS platforms concurrently while troubleshooting issues.
• Exceptional written and verbal communication skills, demonstrating a professional and empathetic approach.
• Self-motivated with adaptability—comfortable navigating ambiguity and making informed decisions within loosely defined guidelines.
• Residing in the New York City metro area with the ability to commute to our NYC office.
  
  

Career Growth Opportunities

As part of our mission-driven company, you will access numerous opportunities for personal and professional development. Engage with various cross-functional teams to drive product improvements based on customer feedback.

Company Culture And Values

We pride ourselves on fostering a collaborative and innovative culture that prioritizes trust and personal well-being. Our vibrant team is driven and charismatic, creating an enjoyable work environment that enhances work-life balance and job satisfaction.

Compensation And Benefits

• Base Salary Range: \(60,000 to \)65,000
• Hybrid work model with 2-3 days of remote work per week.
• Fun office environment in Union Square with communal food, music, and games.
• Frequent company and team events, including physical activities and dining outings.
• Up to three months of fully remote work per year.
• Generous paid time off (PTO) and holiday schedule.
• Stock options available for all full-time employees.
• Home office expense reimbursement.
• Comprehensive health, dental, and vision plan options with substantial company contributions.
• 401(k) with matching contributions.
• Paid parental leave.
• Flexible spending account (FSA) options.
• Commuter benefits offering pre-tax savings for transit and parking.
  
  

We are committed to equal opportunity employment and prohibit discrimination of any type. We look forward to welcoming you to our innovative team!

Employment Type: Full-Time