Customer Support Specialist
Remote · United States
Posted on Thursday, January 18, 2024
Leasing for the Future | Confidence for Today
VERO is a vertical SaaS platform, purpose-built to mitigate risk, increase leasing velocity, and consolidate vendors in the rental real estate workflow. Our cloud-native platform handles everything from applicant pre-qualification through lease execution. VERO’s proprietary technology quickly and accurately verifies financial and personal information critical to risk mitigation and lease execution. VERO creates trust and confidence in the leasing process by empowering property owners and operators to work more efficiently and profitably while simultaneously allowing applicants to maintain control of their own data and financial identity.
OUR CORE VALUES
Respect & Empathy: Empathy - the ability to understand and share the feelings of another.
Resolute: We’re obsessed with the word “why.” We challenge each other, we challenge assumptions and we challenge ourselves.
Customer Obsession: Customer centricity means we are obsessed with serving our customers needs with urgency, we are always focused on, and prioritize, solving for their pain. We are always focused, across all of our business units, on understanding their problems and optimizing to offer them solutions which they can utilize today and in the future.
Passion: We are passionate in developing unprecedented solutions to old industry problems and relentlessly push boundaries.
Execution: We believe that execution is paramount and that clearly communicated, measurable goals lead to strong, predictable outcomes. To that end, we strive to ensure that our tasks, processes, and strategies are focused on measurable outcomes, are lightweight and agile, and serve the desired outcome rather than incumber it.
HOW WE MEASURE SUCCESS
Our customer-facing teams are dedicated to ensuring that both our users (applicants/renters) and our customers (property managers) are receiving best-in-class service and getting the most value from the product. We measure success in being highly available and responsive while delivering personalized support with a high level of product and industry knowledge.
LIFE & CULTURE
We strive to create passionate and results-oriented teams filled with open-minded people that can foster an environment of growth. We believe that by democratizing access to information, we can allow good ideas to percolate from anywhere and avoid siloed thinking. We work fast, hard, and with a focus on the fine details that allow our products to be delightful.
ABOUT THE ROLE
The Customer Support team is responsible for supporting both the Renters that are applying through VERO, and the Managers that are reviewing and managing applications and leases in VERO. Most of our support is done through chat and email, but we also jump on the phone or a scheduled meeting with users if that is the preferred or most effective way to help resolve their issue.
This opportunity is for folks who truly love supporting customers and see themselves in a customer-facing role long-term. This is not a springboard into other areas or jobs at VERO. This is a great role for those who are looking to be part of our support team for a while and who are excited about supporting VERO’s growth with personal experiences.
NOTE: We are looking to fill multiple shifts. Please indicate if you are willing and available to work one of our Tues-Sat or Sun-Thur shifts.
What You'll Do
- Communicate efficiently and effectively with our customers through multiple channels
- Own customer communications and issues from initial contact until resolution
- Become an encyclopedia of knowledge about how VERO works and what it is capable of
- Be the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible
- Work directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions
Who You Are
- Passionate for talking to customers all day, every day
- Have a service-oriented ethos
- Have a genuine enjoyment of technology
- Great problem at solving abilities a creative make-it-happen spirit
- Ability to rapidly switch gears while retaining focus on the bigger picture
- Ability to explain complex topics in easy to understand and concise language [English]
- Ambition, eagerness and the will to learn and improve upon your own skills
- Strong organizational skills
- A passion for building valued relationships with customers
- Experience with Intercom, Guru, Jira, FullStory
- Knowledge of the multi-family residential rental process
- Competitive compensation packages, including equity
- Great medical, vision, dental, and commuter benefits
- Unlimited vacation policy
- Work from home
VERO is growing. We share an excitement for best-in-class technology, serving our customers, and building unprecedented solutions for complex problems. It’s an exciting time to join VERO, and we’re looking for the best talent to help us build high-impact solutions for businesses and individuals alike.