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
• 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

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)