LOOKING FOR FILIPINO CANDIDATES CURRENTLY RESIDING IN THE PHILIPPINES.
*We prioritize the processing of one application at a time. If you have applied for multiple job openings within our organization, we kindly request that you direct any update inquiries to the team responsible for handling your application.
Position: Customer Success Coordinator
Working Hours: Some combination of weekdays and a weekend-day. Tuesday - Saturday is great but we're open if there is a different preferred schedule. The schedule is generally 9am-5pm MT but we are flexible to accommodate shorter shifts on weekends (e.g. 10am - 2pm)
Note: You'll track hours and be paid the hourly equivalent to your monthly salary
Holidays: US Holidays
Salary Range: USD 1,200/month (max)
About the Company:
A developer of an all-in-one property management platform intended for helping small-time rental property owners in the United States of America.
About the Role:
We’re looking for a Customer Success Coordinator who excels at cultivating strong relationships and delivering an outstanding experience. This is a role for someone who loves working as a team to solve problems and can deliver high impact solutions. Our Customer Success Coordinator will help all of our customers with their varied needs, from a resident with a maintenance issue to an owner needing support on their property. Our team is made up of
people from a wide variety of backgrounds, we are fortunate to have a team that really enjoys each other and working together - we can’t wait to meet you!
Key Responsibilities:
In this role, you’ll have the chance to delight customers, build a stronger team and reinforce our customer-centric culture.
● Provide customers with white glove support by answering questions and taking action on potential and current owner and resident requests in a timely manner, adhering to the company’s service level agreements (SLAs)
â—Ź Advocating for customer needs within Nomad by sharing customer feedback with Product, Marketing, Operations, and other internal teams
â—Ź Support our new customers by answering the phone, emails, and live chats that come to our team, adhering to service level agreements (SLAs)
â—Ź Provide an excellent customer support experience with the goal of establishing and maintaining customer trust and longevity
â—Ź Communicate effectively, proactively, and kindly with customers to provide valuable information and peace of mind
â—Ź Collaborate closely with internal teams to create a seamless customer experience and to ensure we meet or exceed customer expectations
â—Ź Cover select call centers/phone trees and dynamically route calls to an appropriate team
â—Ź Create and/or triage tickets and manage our ticket pipeline across all Customer functions (Support, Implementation, Retention, Sales, and Leasing) ensuring all customer inquiries are responded to promptly and effectively
â—Ź Help develop scalable support processes, education materials, FAQs, etc.
â—Ź A role where you can, and will, GROW!
â—Ź Develop and post rental listings to our web page.
â—Ź Follow up with leasing applicants both proactively, to get showings scheduled, and retroactively, to help them with application submission.
â—Ź Respond to phone and email outreach for leasing and application questions
â—Ź Manage and execute our Owner referral program
Qualifications:
â—Ź 2 years experience in similar customer-facing, metric-focused roles
â—Ź Experience working on sales, success or support teams in high volume and/or high-growth tech companies or environments
â—Ź Experience covering phone center/call center activities and systems, in particular DialPad
â—Ź Experience interfacing with CRM systems, in particular HubSpot, and various software programs required, as well as the ability to quickly learn new tools
â—Ź Experience using Google suite and Mac operating systems a plus
â—Ź Experience with Appfolio or property accounting a plus
â—Ź Exceptional written and verbal communication skills
● Excitement for “building the plane while flying it!” We are a fast-growing startup where change is constant and we seek out others that thrive in the thrill of change
â—Ź Some project and stakeholder management skills and the ability to seamlessly manage expectations and deadlines
â—Ź Strong problem solving skills, specifically the ability to take an ambiguous problem or question and identify and execute a solution
â—Ź A desire to advocate for your customers and the team to make each interaction better and each relationship stronger
● Experience in real estate a plus, or the ability to bring “homeowner mindset” to your day-to-day work
â—Ź Ability (or even preference) to work a non-traditional schedule, nights, weekends.