Customer Success Specialist

Lehi, UT /
Community /
Full-time
CUSTOMER SUCCESS SPECIALIST - LEHI, UT

We are looking for phenomenal individuals to help to solve our Neighbors’ biggest challenges. As a Customer Success Specialist, you will engage directly with our renters, hosts, and internal team members in the pursuit of creating an exceptional customer experience. As a primary point of contact, you will field inbound calls, emails, and chats, as well as proactively communicate with our customers to ensure success. Ideal candidates will be confident and comfortable with verbal and written communication. 

RESPONSIBILITIES

Customer Care & Outreach:
Resolve inbound customer care issues via online chat, email, and phone including resolving payment issues, handling advanced customer situations such as eviction, answering general questions
Assist renters in finding suitable spaces from existing inventory
Coordinate with hosts to resolve pending, cancelled, and declined renter reservations
Optimize storage supply to maintain an accurate and high-quality inventory including personally contacting hosts to complete their draft listings, scheduling photo appointments, improving their listing description, and updating their personal profile
Understand and communicate platform functionality and processes to customers 
Help shape the culture of Neighbor and the Customer Success organization
Contribute to the ongoing success of the team by sharing knowledge and collaborating with other team members

Process Management, Content Development & Customer Experience:
Assist in developing customer care systems and processes, as needed
Improve existing self-help resources by writing online support articles and through creating new customer success materials
Assist in mapping and coordinating the customer journey via emails, text messages, phone calls, push notifications, and more
Engage with internal partners to optimize the platform for the customer experience

QUALIFICATIONS
Enthusiasm and passion for assisting other people and contributing to the success of a hyper-growth company
Ability to work without significant oversight in a fast-changing environment
Self-starter, detail-oriented, and analytical
Personable, professional, and able to talk to customers in a concise, Neighborly manner
Possess a professional and helpful attitude with excellent English communication skills (verbal and written)


ABOUT NEIGHBOR
Neighbor is an online community where people with extra space in or around their home can connect with people in need of storage. At 50% the cost of traditional self storage, Neighbor provides affordable storage to renters and the ability for hosts to monetize their unused space.
This is a unique opportunity to be one of the first employees at a fast-growing, VC-backed tech startup and work directly with management. You will be part of a fun, collaborative and inclusive team of innovative, talented, and motivated individuals. Neighbor offers paid time off, competitive health/dental benefits, and stock options.