Customer Success Specialist

At Neighbor, our vision is to bring communities together by solving our neighbors' biggest challenges. We're building the largest hyperlocal marketplace the world has seen, with a presence in all 50 states.

As a Customer Success Specialist, you will engage directly with our renters, hosts, and internal team members to create an exceptional customer experience. You will field inbound calls, emails, and chats, as well as proactively communicate with our customers to ensure success.

Primary Responsibilities

• Resolve inbound customer care issues via email and phone, including payment issues, evictions, and 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
• 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

• Assist in developing customer care systems and processes as needed
• Improve existing self-help resources by writing online support articles and 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 others 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 communicate effectively with customers in a concise, Neighborly manner
• Excellent English communication skills (verbal and written)

Additional Information

This is a unique opportunity to join a fast-growing, VC-backed tech startup. You will be part of an extremely talented, hardworking, and passionate team committed to changing the world one neighbor at a time.