Note: The job is a remote job and is open to candidates in USA. Neighbor is building the largest hyperlocal marketplace to solve community challenges. As a Customer Support Specialist, you will engage directly with renters and hosts to create an exceptional customer experience while resolving inquiries and optimizing the platform's functionality.
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
- Assist 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
- Assist 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
Skills
- 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)
Company Overview
Company H1B Sponsorship