Customer Support Specialist

Roman Health Pharmacy LLC; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

An innovative company is seeking a Customer Support Specialist to join their growing team. In this pivotal role, you will provide exceptional support to renters and property managers using a cutting-edge leasing platform. Your expertise will help resolve customer issues while ensuring a seamless user experience. If you are passionate about technology and customer service, this is a fantastic opportunity to contribute to a dynamic team dedicated to transforming the leasing process. Join us in creating solutions that empower users and enhance their experience in the rental market.

Qualifications

• 1-3 years of customer support experience required.
• Strong problem-solving and communication skills are essential.

Responsibilities

• Provide exceptional customer support via chat, email, and phone.
• Assist users with applications and resolve issues efficiently.

Skills

Customer Support

Problem-Solving

Communication

Technical Acumen

Organizational Skills

Education

High School Diploma or equivalent

Tools

Intercom

Jira

Guru

FullStory

Job description

VERO

Leasing for the Future | Confidence for Today

VERO is a vertical SaaS platform, purpose-built to mitigate risk, increase leasing velocity, and consolidate vendors in the rental real estate workflow. Our cloud-native platform handles everything from applicant pre-qualification through application execution. VERO’s proprietary technology quickly and accurately verifies financial and personal information critical to risk mitigation and application execution. VERO creates trust and confidence in the leasing process by empowering property owners and operators to work more efficiently and profitably while simultaneously allowing applicants to maintain control of their own data and financial identity.

OUR CORE VALUES

Respect & Empathy: Empathy - the ability to understand and share the feelings of another.

Resolute: We’re obsessed with the word “why.” We challenge each other, we challenge assumptions and we challenge ourselves.

Customer Obsession: Customer centricity means we are obsessed with serving our customers' needs with urgency; we prioritize solving for their pain. We are always focused, across all of our business units, on understanding their problems and optimizing to offer them solutions which they can utilize today and in the future.

Passion: We are passionate in developing unprecedented solutions to old industry problems and relentlessly push boundaries.

Execution: We believe that execution is paramount and that clearly communicated, measurable goals lead to strong, predictable outcomes. To that end, we strive to ensure that our tasks, processes, and strategies are focused on measurable outcomes, are lightweight and agile, and serve the desired outcome rather than incumber it.

HOW WE MEASURE SUCCESS

Our customer-facing teams are dedicated to ensuring that both our users (applicants/renters) and our customers (property managers) are receiving best-in-class service and getting the most value from the product. We measure success in being highly available and responsive while delivering personalized support with a high level of product and industry knowledge.

LIFE & CULTURE

We strive to create passionate and results-oriented teams filled with open-minded people that can foster an environment of growth. We believe that by democratizing access to information, we can allow good ideas to percolate from anywhere and avoid siloed thinking. We work fast, hard, and with a focus on the fine details that allow our products to be delightful.

About the Role - Customer Support Specialist

The Customer Support team at VERO plays a crucial role in assisting Renters applying through our platform and Managers reviewing and managing applications and leases. Our primary support channels are chat and email, but we also engage with users via phone.

We are looking for individuals who are passionate about customer support and being a part of a growing team. This position is ideal for those who are dedicated to being a part of our support team and contributing to VERO’s growth through exceptional customer interactions.

Key Responsibilities

1. Provide exceptional customer support through chat, email, and phone.
2. Assist Renters and Managers with applications.
3. Resolve customer issues efficiently while maintaining a focus on the overall user experience.
4. Explain complex topics in clear and concise language.
5. Share feedback actively and participate in team discussions to improve processes and customer experiences.
6. Follow Service Level Agreements (SLAs) and established processes to ensure consistent and reliable support.
7. Be flexible and adapt to changing needs and priorities within the team.
8. Be upfront and ask questions when unsure to ensure accurate and effective support.

Qualifications

1. 1-3 years of Customer Support experience.
2. Passionate about engaging with customers daily.
3. Service-oriented mindset with a genuine enjoyment of technology.
4. Excellent problem-solving abilities and a creative, proactive approach.
5. Ability to switch tasks quickly while maintaining focus on larger goals.
6. Strong organizational skills and the ability to build valued customer relationships.
7. Ambitious, eager to learn, and committed to personal skill improvement.
8. Comfortable sharing feedback and participating actively in team discussions.
9. Enjoys speaking up and contributing ideas for improvement.
10. Proactive in asking questions to clarify uncertainties and ensure the best customer support.
11. Must reside in the United States of America.

Technical Acumen

1. Comfortable using technology to support customers.
2. Expertise supporting and troubleshooting software.
3. Ability to provide feedback on technical issues, process improvements, and procedures.
4. Ability to explain concepts in an easy-to-understand manner.

Preferred Skills

1. Experience in a start-up working environment.
2. Experience with Intercom, Guru, Jira, FullStory.
3. Knowledge of the multi-family residential rental process or lease underwriting.

If you are excited about technology, passionate about customer support, and enjoy being an active participant in a dynamic team, we’d love to hear from you!

VERO is growing. We share an excitement for best-in-class technology, serving our customers, and building unprecedented solutions for complex problems. It’s an exciting time to join VERO, and we’re looking for the best talent to help us build high-impact solutions for businesses and individuals alike.

If you are a high-performing team player who enjoys working collaboratively with others and you are willing to share and support diverse opinions, come transform leasing with us! Learn more at sayvero.com or follow us on Instagram, Twitter or LinkedIn.