What are the responsibilities and job description for the Customer Support Associate position at Obligo?

Job Description

Customer Support Associate About Us

Obligo builds trust between landlords and renters through financial technology, making the rental process as seamless as checking in and out of a hotel. Renters enjoy instant qualification and deposit-free renting, while property owners and managers streamline operations and make their listings more appealing to renters.

As a Customer Support Associate, you'll play a crucial role in ensuring an exceptional experience for our customers, helping them navigate our security deposit alternatives while continuously improving our support processes.

About the Position

We are looking for an empathetic, detail-oriented, and proactive individual to join our Customer Support team. In this role, you will provide timely, high-quality support across multiple channels, assist with escalations from our outsourced support team, and play a key role in optimizing our support processes.

A core focus of this role is deflecting lower-complexity inquiries to self-service solutions and automation, ensuring that live support resources are reserved for high-value and complex interactions. You will also contribute to refining internal documentation and customer-facing resources to improve efficiency and the overall support experience.

Working in a hybrid model from our NYC office in Union Square, you'll have the opportunity to collaborate with a variety of cross-functional teams to improve our product based on customer feedback. Our Obligo family is driven, charismatic, and a ton of fun to work with.

Responsibilities

Respond to and resolve customer inquiries via email, live chat, and phone within defined SLAs.
Handle escalated cases from our outsourced support team and provide timely resolutions.
Ensure high-quality interactions by demonstrating empathy, product knowledge, and problem-solving skills.
Troubleshoot account issues, technical concerns, and policy-related inquiries, identifying when to escalate internally.
Identify trends in customer inquiries and recommend automation or self-service improvements (e.g., FAQs, chatbots, help documentation).
Provide insights into recurring support pain points and suggest workflow optimizations.
Actively contribute to improving resolution times and deflection rates for lower-cost support tiers.
Help maintain and improve internal knowledge bases and customer-facing help documentation.

Requirements

1 years of customer support experience in a fast-paced, high-volume environment.

Strong problem-solving and analytical skills, with the ability to investigate and resolve issues efficiently.

Experience handling email, live chat, and phone support (Intercom or Zendesk experience preferred).

Ability to manage multiple SaaS platforms simultaneously while troubleshooting issues.

Excellent written and verbal communication skills, with a professional and empathetic approach.

Strong self-motivation and adaptability—comfortable with ambiguity and making decisions within roughly defined guidelines.

Located in the New York City metro area and able to commute to our NYC office.

Benefits and Perks

Join a mission-driven and value-driven company that puts culture, personal growth, and well-being front and center.

A chance to work with incredible teammates who are bright, creative, talented, and passionate!

Growth and training opportunities

Hybrid work model, including 2–3 days per week of working from home

Fun office environment in Union Square, including communal food, music, and games

Frequent company and team events, including physical workouts, restaurant outings, and more

Up to three months of fully remote work per year—for your inner digital nomad

Generous PTO and holiday schedule

Stock options for all full-time employees

Home office expense reimbursement

Health, dental, and vision plan options with generous company contributions

401(k) with match

Paid parental leave

Flexible spending account (FSA) options

Commuter benefits (pre-tax dollars for transit and parking)

At Obligo, we provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Base Salary Range : $60,000 to $65,000

Salary : $60,000 - $65,000

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