Support Associate Customer

Customer Support Associate

Company Overview

We are an innovative organization focused on transforming the rental experience for landlords and tenants through advanced financial technology solutions. Our mission is to simplify the rental process, enabling a seamless experience akin to checking in and out of a hotel. Our unique approach offers renters instant qualification and deposit-free leasing options, while property owners and managers can optimize their operations to attract more renters.

Role Overview

We are in search of a proactive, detail-oriented, and approachable Customer Support Associate to become a vital member of our dynamic team. In this position, you will play a crucial role in delivering an exceptional customer experience as clients explore our security deposit alternatives. You will also be responsible for continuously enhancing our support processes to foster efficiency.

Your primary responsibilities will involve assisting customers with straightforward inquiries through self-service solutions and automation, thereby ensuring that our live support resources are reserved for more complex customer interactions. Furthermore, you will contribute to the refinement of our internal documentation and customer-facing resources, enhancing both efficiency and the overall support journey.

Operating in a hybrid model from our lively NYC office in Union Square, you will collaborate with various cross-functional teams to improve our product based on valuable customer insights. Our team is motivated, charismatic, and a pleasure to collaborate with!

Key Responsibilities

• Address and resolve customer inquiries via email, live chat, and phone, adhering to defined service level agreements (SLAs).
• Handle escalated cases from our outsourced support team, ensuring timely and effective resolutions.
• Maintain high-quality interactions by demonstrating empathy, product knowledge, and strong problem-solving abilities.
• Troubleshoot account issues, technical queries, and policy-related inquiries, knowing when to escalate internally.
• Identify patterns in customer inquiries and propose enhancements for automation or self-service options (e.g., FAQs, chatbots, help documentation).
• Provide insights into recurring support challenges and recommend workflow optimizations.
• Contribute actively 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

• Minimum of 1 year of customer support experience in a fast-paced, high-volume setting.
• Strong analytical and problem-solving abilities, efficiently investigating and resolving issues.
• Experience with email, live chat, and phone support; familiarity with Intercom or Zendesk is desirable.
• Ability to manage multiple SaaS platforms concurrently while troubleshooting issues.
• Exceptional written and verbal communication skills, demonstrating professionalism and empathy.
• Highly self-motivated and adaptable—comfortable with ambiguity and making decisions within loosely defined guidelines.
• Must reside in the New York City metro area and be able to commute to our office in NYC.
  
  

Career Growth Opportunities

Join a mission-driven organization that prioritizes culture, personal development, and well-being. You will find ample opportunities for growth and training, allowing you to evolve professionally while contributing to our innovative solutions.

Company Culture And Values

Our team embodies a driven and charismatic spirit, providing a collaborative environment where creativity and innovation thrive. We are committed to fostering a workplace that values diversity and inclusivity.

Compensation And Benefits

• Base Salary Range: \(60,000 to \)65,000.
• Access to a hybrid work model, allowing for 2-3 days of remote work each week.
• Enjoy a vibrant office atmosphere in Union Square with communal food, music, and games.
• Participate in regular company and team events, including physical activities, dining outings, and more.
• Up to three months of fully remote work each year for your inner digital nomad.
• Generous paid time off (PTO) and holiday schedule.
• Stock options for all full-time employees.
• Home office expense reimbursement.
• 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 (pre-tax dollars for transit and parking).
  
  

We are dedicated to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind based on any characteristic protected by federal, state, or local laws.

We look forward to welcoming you to our team!

Employment Type: Full-Time