Remote Customer Support Associate

Customer Support Associate - Remote

Job Overview

Join our mission-driven team as a Customer Support Associate, where you will play a key role in fostering trust between landlords and renters through innovative financial technology. This remote position offers the exciting opportunity to provide exceptional support to customers navigating our deposit-free renting solutions while continuously enhancing our support processes.

Key Responsibilities

• Respond to and resolve customer inquiries via email, live chat, and phone within established service level agreements (SLAs).
• Manage escalated cases from our outsourced support team, ensuring timely resolutions.
• Deliver high-quality interactions by demonstrating empathy, product knowledge, and effective problem-solving skills.
• Troubleshoot account issues and technical concerns, knowing when to escalate matters internally.
• Analyze trends in customer inquiries to recommend automation or self-service enhancements (such as FAQs and help documentation).
• Provide insights into recurring support challenges and suggest workflow optimizations.
• Actively contribute to improving resolution times and deflection rates for lower-cost support tiers.
• Assist in maintaining and enhancing internal knowledge bases and customer-facing help documentation.
  
  

Required Skills

• 1 years of customer support experience in a dynamic, high-volume environment.
• Strong analytical and problem-solving abilities, with the capability to investigate and resolve issues efficiently.
• Proficiency in handling email, live chat, and phone support (experience with platforms like Intercom or Zendesk is preferred).
• Ability to navigate multiple SaaS platforms while troubleshooting issues.
• Excellent written and verbal communication skills, exhibiting professionalism and empathy.
• Self-motivated and adaptable—comfortable with ambiguity and making decisions within broadly defined guidelines.
  
  

Qualifications

• Located in the New York City metro area with the ability to commute to our NYC office.
• High school diploma or equivalent required; bachelor's degree preferred but not mandatory.
  
  

Career Growth Opportunities

At our company, you will discover numerous opportunities for professional development and training, allowing you to advance your skills and career. We emphasize personal growth and support our employees in achieving their professional ambitions.

Company Culture And Values

We pride ourselves on cultivating a mission-driven culture that prioritizes collaboration, personal growth, and employee well-being. Our team environment is characterized by innovation, creativity, and joy, where every member is encouraged to share insights and contribute to improvements.

Compensation And Benefits

• Base salary range: \(60,000 to \)65,000.
• Hybrid work model allowing 2-3 days of remote work per week.
• A vibrant office environment in Union Square, featuring communal food, music, and games.
• Generous paid time off (PTO) and holiday schedule.
• Stock options for all full-time employees.
• Comprehensive health, dental, and vision plan options with generous company contributions.
• 401(k) with matching contributions.
• Paid parental leave and flexible spending account (FSA) options.
• Commuter benefits (pre-tax dollars for transit and parking).
  
  

We are committed to providing equal employment opportunities to all candidates and employees, prohibiting discrimination and harassment based on any characteristic protected by law.

We look forward to welcoming you to our team!

Employment Type: Full-Time