Customer Support Specialist, RentSpree

• We are seeking a candidate with strong communication skills, particularly in phone support, who thrives in a fast-paced, dynamic environment while driving growth through OKRs and project-based initiatives
• 2+ years of experience in tier 2 customer support (emphasis in phone support)
• Excellent written and verbal communication skills
• Experience triaging issues with users and providing solutions; Remain professional in high-pressure situations
• Familiar with PC and Mac operating systems and mobile devices
• Ability to set priorities, problem-solve, multitask, and work independently
• M-F business hours, weekend availability when needed

Desirable

• This is a full-time, contract position with the opportunity to evolve into a permanent position
• The contract will be for a minimum of six months
• RentSpree is currently seeking a Customer Support Specialist to join our team and deliver world-class customer support
• In this role, you will provide vital assistance and guidance to agents, landlords, and renters, ensuring their rental journey is smooth and successful
• You'll provide Tier 2 support to users via phone by troubleshooting and resolving complex system-related issues, guiding users through challenges with proactive solutions, and exceptional customer service
• Work on projects aligned with OKRs (Objectives and Key Results), focusing on continuous improvement and growth initiatives for both the company and your role
• Participate in quality testing scenarios, consistently offering feedback to improve the user experience
• Lead efforts to improve support processes, providing insights and recommendations to the team while maintaining exceptional communication with customers and stakeholders
• Apply data-driven problem-solving and deep technical expertise in RentSpree’s platform to troubleshoot independently, optimize system functionality, and drive cross-team initiatives aligned with business objectives
• You'll take full ownership and accountability: Take work from idea to execution, with pride, urgency, and a “do what it takes” mentality
• Collaborate with clarity, candor, and respect: Communicate openly, offer and receive feedback well, and build trust through transparency
• Strive for excellence while staying humble: Hold a high bar, embrace feedback, and continuously look to improve
• Bring a versatile, proactive mindset: Adapt to changing needs, anticipate challenges, and take initiative without waiting to be asked
• Innovate and learn fast: Experiment, learn from failure, and seek opportunities to introduce new methods or diverse ways of achieving results when needed
• Engage in healthy debate and commit as a team: Contribute ideas, challenge constructively, and align quickly for decisive action