The Customer Support team at VERO plays a crucial role in assisting Renters applying through our platform and Managers reviewing and managing applications and leases. Our primary support channels are chat and email, but we also engage with users via phone.
We are looking for individuals who are passionate about customer support and being a part of a growing team. This position is ideal for those who are dedicated to being a part of our support team and contributing to VERO’s growth through exceptional customer interactions.
Key Responsibilities
- Provide exceptional customer support through chat, email and phone.
- Assist Renters and Managers with applications.
- Resolve customer issues efficiently while maintaining a focus on the overall user experience.
- Explain complex topics in clear and concise language.
- Share feedback actively and participate in team discussions to improve processes and customer experiences.
- Follow Service Level Agreements (SLAs) and established processes to ensure consistent and reliable support.
- Be flexible and adapt to changing needs and priorities within the team.
- Be upfront and ask questions when unsure to ensure accurate and effective support.
Qualifications
- 1-3 years of Customer Support experience.
- Passionate about engaging with customers daily.
- Service-oriented mindset with a genuine enjoyment of technology.
- Excellent problem-solving abilities and a creative, proactive approach.
- Ability to switch tasks quickly while maintaining focus on larger goals.
- Strong organizational skills and the ability to build valued customer relationships.
- Ambitious, eager to learn, and committed to personal skill improvement.
- Comfortable sharing feedback and participating actively in team discussions.
- Enjoys speaking up and contributing ideas for improvement.
- Proactive in asking questions to clarify uncertainties and ensure the best customer support.
- Must reside in the United States of America.
Technical Acumen
- Comfortable using technology to support customers.
- Expertise supporting and troubleshooting software.
- Ability to provide feedback on technical issues, process improvements and procedures.
- Ability to explain concepts in an easy-to-understand manner.
Preferred Skills
- Experience in a start-up working environment.
- Experience with Intercom, Guru, Jira, FullStory.
- Knowledge of the multi-family residential rental process or lease underwriting.
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