Customer Support Associate, Obligo
$60-65k
Offers stock options
2+ days a week in office (Union Square, NY)
Flexible security deposit alternative for renting
Open for applications
Flexible security deposit alternative for renting
21-100 employees
Open for applications
$60-65k
Offers stock options
2+ days a week in office (Union Square, NY)
21-100 employees
Company mission
To build trust between property owners and renters through financial technology.
Role
Who you are
- We are looking for an empathetic, detail-oriented, and proactive individual to join our Customer Support team
- 1+ years of customer support experience in a fast-paced, high-volume environment
- Strong problem-solving and analytical skills, with the ability to investigate and resolve issues efficiently
- Experience handling email, live chat, and phone support (Intercom or Zendesk experience preferred)
- Ability to manage multiple SaaS platforms simultaneously while troubleshooting issues
- Excellent written and verbal communication skills, with a professional and empathetic approach
- Strong self-motivation and adaptability—comfortable with ambiguity and making decisions within roughly defined guidelines
- Located in the New York City metro area and able to commute to our NYC office
What the job involves
- As a Customer Support Associate, you’ll play a crucial role in ensuring an exceptional experience for our customers, helping them navigate our security deposit alternatives while continuously improving our support processes
- In this role, you will provide timely, high-quality support across multiple channels, assist with escalations from our outsourced support team, and play a key role in optimizing our support processes
- A core focus of this role is deflecting lower-complexity inquiries to self-service solutions and automation, ensuring that live support resources are reserved for high-value and complex interactions
- You will also contribute to refining internal documentation and customer-facing resources to improve efficiency and the overall support experience
- Respond to and resolve customer inquiries via email, live chat, and phone within defined SLAs
- Handle escalated cases from our outsourced support team and provide timely resolutions
- Ensure high-quality interactions by demonstrating empathy, product knowledge, and problem-solving skills
- Troubleshoot account issues, technical concerns, and policy-related inquiries, identifying when to escalate internally
- Identify trends in customer inquiries and recommend automation or self-service improvements (e.g., FAQs, chatbots, help documentation)
- Provide insights into recurring support pain points and suggest workflow optimizations
- Actively contribute to improving resolution times and deflection rates for lower-cost support tiers
- Help maintain and improve internal knowledge bases and customer-facing help documentation
Our take
Moving into a property usually requires a security deposit, and whilst this will be returned upon move-out if a property has not been damaged, this money is soon spent once again on a new move-in deposit. This ultimately makes this chunk of money inaccessible to both the landlord and the renter, raising the question as to whether there is a better alternative to security deposits.
Obligo provides a flexible security deposit alternative for property renting, preventing renters from having to pay a security deposit up-front. Instead, the company provides a legal framework that only requires renters to pay when a damage charge has been submitted, with the company paying the landlord up-front whilst facilitating the renter to pay through interest-free instalments.
Landlords and renters already have choices for digital security deposit systems, but Obligo stands out by removing the necessity for up-front payments. The company has raised significant funding over the years, which supports expansion and the strengthening of partnerships.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2024
$17.5m
SERIES C
Nov 2021
$35m
SERIES B
Total funding: $73m
Company benefits
- Comprehensive health insurance that begins on day one with significant company contributions
- Bonus scheme & company stock options
- Generous PTO, Summer Fridays and work from anywhere policy
- Quarterly team kickoffs offsite, regular team dinners and outings
- 12 weeks of paid parental leave to take care of your new family
- Company laptop, remote office & cell phone bill reimbursement
- Commuter benefits
Company HQ
Midtown Manhattan, New York, NY
Leadership
Salary benchmarks
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