Customer Support Associate
Our client operates in the rental housing industry, addressing the challenge that renting is the largest expense for most households. The company aims to simplify the apartment search process across multiple brands, making it easier and more effective for millions of renters.
About the role
The Customer Support Associate is responsible for managing the renter support experience across all associated brands. This role oversees the entire customer support function, ensuring smooth operation, optimizing support systems, and handling complex issues. The position is designed to provide high impact by enhancing the scalability and quality of support, contributing significantly to customer satisfaction.
Responsibilities
- Manage day-to-day renter support across email, social, and public review channels for multiple brands.
- Administer and optimize Zendesk workflows, macros, and routing.
- Maintain and retrain AI support automations to improve performance.
- Analyze support ticket trends to improve macros, workflows, and documentation.
- Keep standard operating procedures and Help Center content up to date.
- Handle complex and sensitive issues, including scam removals, legal escalations, and privacy requests.
- Coordinate with contract support agents and oversee core support metrics such as response time and customer satisfaction.
Requirements
- 2 to 5 years of customer support experience, including frontline and systems management.
- Proficiency in Zendesk administration.
- Ability to maintain or learn AI support tools and automations.
- Strong skills in documenting and scaling workflows.
- Clear and empathetic communication.
- Ability to work independently and across multiple brands in a remote environment.
- Familiarity with Jira, Iterable, or CRMs is a plus.
Pay
US base salary range varies by location:
- Zone 1: $86,281 to $104,615 base salary plus equity
- Zone 2: $79,810 to $96,769 base salary plus equity
- Zone 3: $73,338 to $88,923 base salary plus equity
Compensation is determined based on role, experience, skills, education, and work location.