IMPORTANT: OPEN TO FILIPINO CITIZENS WHO ARE CURRENTLY RESIDING IN THE PHILIPPINES
Position: Customer Success Analyst
Working hours: Flexible (8 hours/day)
Holiday/s: US and/or PH Holidays
Salary Range: $1,000 - 1,500/month
About the company:
The company is a tech start-up focused on changing the affordable housing industry by creating a SaaS platform designed to fully automate processes key to property owners, while also helping more people to get into affordable housing faster. Our SaaS platform offers a true double bottom line – reduced costs for property owners and improved outcomes for residents.
We are a team of entrepreneurially minded and proactive self-starters who are excited to transform the affordable housing industry. We care deeply about our customers, fostering a culture of respect and accountability, continuously improving, and working in a manner that is urgent but detailed.
About the role:
The company is seeking a Customer Experience Analyst to join our team. You will work on a team interacting with the company's customers and end users - affordable housing property owners and residents/applicants. Your primary role will be to gather resident or applicant information, answer questions about the affordable housing process or the Company Plaform, and complete calculations required for compliance documentation. You will be an integral part of the team gathering user feedback that will directly shape our product roadmap and operations processes. As you become more proficient on our platform, you will have the opportunity to assist in customer implementations and training as we roll out our platform nationwide.
Duties and responsibilities:
- Support customer implementations, including customer the company's Platform configuration, form mapping, processing unit/rent rolls, and program research
- Guide customers in their use of the app in order to improve adoption and increase the efficiency of their workflows
- Monitor and analyze user behavior to track and improve user adoption
- Help report bugs to the engineering team and work with other team members to urgently resolve issues and test solves
- Provide feedback and define internal processes and best practices to improve customer experience
- Develop and improve customer-facing tools and documentation for more scalable, self-service learning
- Use the company's proprietary platform, request and review resident/applicant documents for household composition, income, and assets to determine eligibility for affordable housing
- Other tasks - this is a start-up; you will be asked to jump into many tasks way outside your job description!
Minimum Qualifications
- Experience: No experience required! Entry level
- Bachelor’s degree or equivalent practical experience
Preferred Qualifications
- Experience or internships with customer management
- Knowledge of affordable housing programs
- Excellent communication and presentation skills, both written and verbal
- Interest in technology and ability to quickly learn new software
What We’re Looking For
- Ability to effectively operate with motivation and flexibility in a fast-paced, constantly evolving team environment
- We, not I, mentality
- Ability to handle stressful situations appropriately
- Ability to understand and seek out others' perspectives
