Role Overview
Position: Customer Support Associate
Location: Remote (United States; Pacific time zone preferred)
Employment Type: Full time
The Customer Support Associate reports to the Sr. Manager, Support Operations. The primary focus of the role is ensuring customer service-level agreements (SLAs) are met with reliable support, while collaborating with the operations team to support existing properties and facilitate smooth onboarding experiences.
Key Responsibilities
- Provide high-quality support to ensure customer SLAs are consistently met.
- Assist the operations team with onboarding new properties and customers onto the platform.
- Help maintain smooth operations across properties and recommend process improvements.
- Identify operational issues, suggest and implement solutions, and escalate matters when appropriate.
- Enforce parking rules or coordinate with towing services when necessary.
- Work independently to resolve customer inquiries and support ongoing operational needs.
Schedule and Work Hours
- Shifts will generally be 12:00pm PT (noon) - 9:00pm PT, including a 1-hour lunch.
- Flexibility is required, as schedules vary and require weekends, nights, or early mornings.
- Ideal candidates are located in the Pacific time zone with flexibility for weekend and evening work.
Qualifications
- Experience in customer support for software company preferably in a startup or fast-paced environment.
- Comfortable and familiar using AI in your daily work.
- Experience in high-volume email-based support.
- Strong understanding of customer support tools e.g. Front, Zendesk, Intercom, etc.
- Comfortable with learning new systems and integrating them into your daily work.
- Responsible, accountable for your work, and holds a high work ethic.
- Ability to work independently where you know how to multitask and prioritize effectively.
- Fluent in written English. You can communicate clearly with customers and teammates at all levels, and convey your thoughts with minimal grammatical or spelling errors.
- You're a self-starter that is always looking for the next problem to tackle.
- Flexibility: Schedules vary, and require weekends, nights, or early mornings
Preferred Qualifications
- Experience working in an operations role
- Experience in property management (property manager, leasing agent, etc.)
- You care deeply about problems related to transportation, parking, urban living, and efficient use of space and resources in cities
- Fluency in Spanish
Compensation and Benefits
- Compensation range: $25.00 - $30.00/hour
- Medical, dental, and vision coverage for full-time employees
- PTO for full-time employees
- Cell phone stipend, home-office allowance, and company laptop