Job Description
**Customer Support Associate**
**About Us**
We are a forward-thinking company dedicated to enhancing the rental experience for both landlords and renters through innovative financial technology. Our mission is to simplify the rental process, making it as effortless as checking in and out of a hotel. Renters benefit from instant qualification and deposit-free renting, while property owners and managers can streamline their operations and attract more renters.
**About the Position**
We are seeking a friendly, detail-oriented, and proactive Customer Support Associate to join our dynamic team. In this role, you will be instrumental in providing an outstanding experience for our customers as they navigate our security deposit alternatives. You will also play a key part in continuously improving our support processes.
Your primary focus will be to guide customers through lower-complexity inquiries using self-service solutions and automation, ensuring that our live support resources are dedicated to more complex interactions. Additionally, you will help refine our internal documentation and customer-facing resources to enhance efficiency and the overall support experience.
Working in a hybrid model from our vibrant NYC office in Union Square, you will have the opportunity to collaborate with various cross-functional teams to enhance our product based on valuable customer feedback. Our team is driven, charismatic, and a joy to work with!
**Responsibilities**
- Respond to and resolve customer inquiries via email, live chat, and phone within defined service level agreements (SLAs).
- Manage escalated cases from our outsourced support team, providing timely and effective resolutions.
- Ensure high-quality interactions by demonstrating empathy, product knowledge, and strong problem-solving skills.
- Troubleshoot account issues, technical concerns, and policy-related inquiries, knowing when to escalate internally.
- Identify trends in customer inquiries and recommend improvements for automation or self-service options (e.g., FAQs, chatbots, 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.
- Help maintain and enhance 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 with email, live chat, and phone support (experience with Intercom or Zendesk is a plus).
- 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 loosely 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 company that prioritizes culture, personal growth, and well-being.
- Work alongside incredible teammates who are bright, creative, talented, and passionate!
- Opportunities for growth and training.
- Hybrid work model, allowing for 2-3 days of remote work each week.
- Enjoy a fun office environment in Union Square, complete with communal food, music, and games.
- Participate in 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 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 generous 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 committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind based on 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
We look forward to welcoming you to our team!
Employment Type: Full-Time
Salary: $ 60,000.00 65,000.00 Per Year
Job Tags
Holiday work, Full time, Local area, Remote job, Home office, Flexible hours,