Customer Support Specialist

Primary Responsibilities

• Resolve inbound customer care issues via email and phone including resolving payment issues, handling advanced customer situations such as eviction, and answering general questions
• Assist renters in finding suitable spaces from existing inventory
• Coordinate with hosts to resolve pending, canceled, and declined renter reservations
• Optimize storage supply to maintain an accurate and high-quality inventory including personally contacting hosts to complete their draft listings, scheduling photo appointments, improving their listing description, and updating their personal profile
• Understand and communicate platform functionality and processes to customers
• Help shape the culture of Neighbor and the Customer Success organization
• Contribute to the ongoing success of the team by sharing knowledge and collaborating with other team members

Process Management, Content Development & Customer Experience

• Aid in developing customer care systems and processes, as needed
• Improve existing self-help resources by writing online support articles and through creating new customer success materials
• Affiliate in mapping and coordinating the customer journey via emails, text messages, phone calls, push notifications, and more
• Engage with internal partners to optimize the platform for the customer experience

Qualifications

• Enthusiasm and passion for assisting other people and contributing to the success of a hyper-growth company
• Ability to work without significant oversight in a fast-changing environment
• Self-starter, detail-oriented, and analytical
• Personable, professional, and able to talk to customers in a concise, Neighborly manner
• Possess a professional and helpful attitude with excellent English communication skills (verbal and written)

Benefits

Neighbor is the largest and most comprehensive marketplace for self storage and parking, with listings in almost every U.S. city. From storage facilities to neighborhood garages, driveways, and RV spots, Neighbor brings every option together in one simple search.

Schedule

This is a full-time position located in Lehi, UT.

Pay

The pay for this role is competitive and commensurate with experience.