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)
● Advocating for customer needs within Nomad by sharing customer feedback with Product, Marketing, Operations, and other internal teams
● Support our new customers by answering the phone, emails, and live chats that come to our team, adhering to service level agreements (SLAs)
● Provide an excellent customer support experience with the goal of establishing and maintaining customer trust and longevity
● Communicate effectively, proactively, and kindly with customers to provide valuable information and peace of mind
● Collaborate closely with internal teams to create a seamless customer experience and to ensure we meet or exceed customer expectations
● Cover select call centers/phone trees and dynamically route calls to an appropriate team
● 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
● Help develop scalable support processes, education materials, FAQs, etc.
● A role where you can, and will, GROW!
● Develop and post rental listings to our web page.
● Follow up with leasing applicants both proactively, to get showings scheduled, and retroactively, to help them with application submission.
● Respond to phone and email outreach for leasing and application questions
● Manage and execute our Owner referral program
Qualifications:
● 2 years experience in similar customer-facing, metric-focused roles
● Experience working on sales, success or support teams in high volume and/or high-growth tech companies or environments
● Experience covering phone center/call center activities and systems, in particular DialPad
● Experience interfacing with CRM systems, in particular HubSpot, and various software programs required, as well as the ability to quickly learn new tools
● Experience using Google suite and Mac operating systems a plus
● Experience with Appfolio or property accounting a plus
● 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
● Some project and stakeholder management skills and the ability to seamlessly manage expectations and deadlines
● Strong problem solving skills, specifically the ability to take an ambiguous problem or question and identify and execute a solution
● 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
● Ability (or even preference) to work a non-traditional schedule, nights, weekends.
