Customer Support Associate

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