Customer Experience Specialist

TurboTenant; United States; Hybrid; USD 33,062 - 35,817; Full time

Benefits offered by this job

Equity

PTO 22 days

Annual bonus

Medical/Dental/Vision

401(k) matching

Bike reimbursement

Holidays & birthday

Job summary

TurboTenant is seeking a Remote Customer Experience Specialist I to support landlords and renters with product guidance across chat, email, and phone, while providing frontline insights to improve our services.

This fast-paced startup values proactive, empathetic support and teamwork across product and CX. The Hybrid role includes 2–3 days in the Fort Collins office, with competitive hourly pay and benefits.

Qualifications

• Proven experience in online customer service within a fast-paced, high-volume environment.
• Strong telephone skills, including effective communication, professional etiquette, and proficient call-management techniques.
• Technologically adept with basic software knowledge (Google Workspace, Microsoft Office, Slack, Zoom).
• Excellent attention to detail and the ability to retain information quickly while juggling multiple tasks.
• Empathetic and effective written and verbal communication skills.
• Capacity to build trust with customers and maintain positive relationships.
• Enthusiastic about providing feedback and advocating for user-centered improvements.

Responsibilities

• Support landlords and tenants via chat, email, and phone with product guidance.
• Collaborate with cross-functional teams to gather and implement ideas that improve user support.
• Educate landlords on the benefits of TurboTenant and drive sign-ups and ARR improvement.
• Own customer issues by asking questions, anticipating problems, and solving them while prioritizing user needs.
• Influence users to adopt platform features aligned with company goals.

Skills

Customer service

Telephone skills

Google Workspace

Microsoft Office

Slack

Zoom

Attention to detail

Empathetic communication

Tools

Google Workspace

Microsoft Office

Slack

Zoom

Job description

Role Overview

Remote Customer Experience Specialist I at TurboTenant – a tech startup focused on rental property management software. You will support landlords and tenants via product guidance, chat, email, and phone, while providing frontline insight to improve our services.

Responsibilities

• Serve as the voice of TurboTenant, building relationships with landlords and renters and advocating for them via chat, email, and phone support.
• Collaborate with cross‑functional teams to gather and implement new ideas that enhance support for our users.
• Educate landlords on the benefits of our software, understanding their needs to drive sign‑ups, increase ARR conversion, and ensure customer satisfaction.
• Takes ownership of customer issues by asking questions, anticipating problems, and solving them while prioritizing the specific needs of each user.
• Actively influence users to adopt additional platform features aligned with company goals for 2026.
• Maintain high standards of proactiveness, empathy, and continuous improvement while operating in line with TurboTenant’s values and the CX Team’s principles.
• Adapt quickly to change in a startup environment, welcoming rapid shifts in priorities.

Qualifications

• Proven experience in online customer service within a fast‑paced, high‑volume environment.
• Strong telephone skills, including effective communication, professional etiquette, and proficient call‑management techniques.
• Technologically adept with basic software knowledge (Google Workspace, Microsoft Office, Slack, Zoom).
• Excellent attention to detail and the ability to retain information quickly while juggling multiple tasks.
• Empathetic and effective written and verbal communication skills.
• Capacity to build trust with customers and maintain positive relationships.
• Enthusiastic about providing feedback and advocating for user‑centered improvements.

Location and Schedule

Hybrid role based in Fort Collins, Colorado. You will work in the office 2–3 days a week. Regular weekend availability and flexible scheduling to accommodate staffing needs are required.

Benefits

• Competitive hourly compensation ($24‑$26 USD) plus equity.
• 22 days of paid time off in the first year, increasing with tenure.
• Annual bonus based on company performance.
• Comprehensive medical, dental, and vision plans fully covered.
• 401(k) matching program.
• Annual bike tune‑up reimbursement.
• 9 paid holidays per year plus a paid birthday day off.

EEO Statement

TurboTenant is an equal opportunity employer. We celebrate diversity and do not discriminate based on race, color, genetic information, religion, national origin, sex, disability, sexual orientation, gender identity, pregnancy or related condition, age, or any other protected characteristic.