Customer Support Associate - Remote

Overview

As a Customer Support Associate, you’ll play a crucial role in ensuring an exceptional experience for our customers, helping them navigate our security deposit alternatives while continuously improving our support processes.

In Short

• Respond to and resolve customer inquiries via email, live chat, and phone within defined SLAs.
• Handle escalated cases from our outsourced support team and provide timely resolutions.
• Ensure high-quality interactions by demonstrating empathy, product knowledge, and problem-solving skills.
• Troubleshoot account issues, technical concerns, and policy-related inquiries.
• Identify trends in customer inquiries and recommend automation or self-service improvements.
• Provide insights into recurring support pain points and suggest workflow optimizations.
• Actively contribute to improving resolution times and deflection rates.
• Help maintain and improve internal knowledge bases and customer-facing help documentation.

Requirements

• 1+ years of customer support experience in a fast-paced environment.
• Strong problem-solving and analytical skills.
• Experience handling email, live chat, and phone support (Intercom or Zendesk preferred).
• Ability to manage multiple SaaS platforms simultaneously.
• Excellent written and verbal communication skills.
• Strong self-motivation and adaptability.
• Located in the New York City metro area and able to commute to our NYC office.

Benefits

• Join a mission-driven and value-driven company.
• A chance to work with incredible teammates.
• Growth and training opportunities.
• Hybrid work model, including 2–3 days per week of working from home.
• Fun office environment in Union Square.
• Frequent company and team events.
• Up to three months of fully remote work per year.
• Generous PTO and holiday schedule.
• Stock options for all full-time employees.
• Health, dental, and vision plan options.
• 401(k) with match.
• Paid parental leave.
• Commuter benefits.