Manager, Customer Support
VERO
Customer Service
United States · Remote
Posted on Tuesday, June 11, 2024
VERO
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 TEAM
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. We also provide concierge level support to our strategic clients and their customers through proactive outreach and support.
This opportunity is for someone who truly loves supporting both customers and software and sees themselves in a customer-facing leadership role long-term while focusing on leading our concierge level support team. This is a great role for those who are looking to leave their mark on a growing and developing Customer Support team and service offering, serving both as a player-coach role within the Customer Support team and collaborate with leadership and cross-functionally to build out a world class Support function at scale.
What You'll Do
- Lead a team of Customer Support Specialists in daily operations and ongoing professional development
- Provide coaching and feedback on the quality of their interactions with users, both the level of service and product knowledge
- Conduct weekly 1:1 meetings with direct reports
- Be accountable for team metrics such as CSAT, Response Times, and Productivity
- Own customer communications and issues from initial contact until resolution, taking ownership of any escalations
- Become an encyclopedia of knowledge about how VERO works and the value we provide to our customers
- Create and update documentation of both processes and product knowledge
- Capture and communicate product feedback that can help reduce support volume and improve the product experience
- Respond to chats and emails during peak times or gaps in coverage to supplement team coverage, making calls to customers as needed
- Drive improvement and efficiency as we grow, evolve, and scale the team and service offerings.
Who You Are
- Passionate about helping people and solving problems
- Customer focussed, and ability to see the perspective of our users
- Have a genuine enjoyment of software and curiosity to understand how things work
- Ability to rapidly switch gears while retaining focus on the bigger picture
- Self-driven to learn new things and identify areas where you can create solutions and make improvements
- Excited to work in a fast-paced and constantly changing startup environment
- Continuous improvement mindset with a knack for identifying ways to grow towards excellence as a team
Helpful Skills
- Prior experience in SaaS support
- Proven people management experience building teams, coaching, and mentoring remote staff
- Experience in developing and implementing KPIs, process improvements, and service offerings
- Exceptional client focus and a willingness to manage escalations as needed
- Experience with Intercom, Guru, Jira, FullStory
- Outstanding problem solver with an analytical mindset and passion for detail
- Startup experience or experience building out support or service offerings is a plus
- Multi-family residential rental experience is a plus
Benefits
- Competitive compensation packages
- Medical, dental, and vision insurance
- Unlimited vacation policy
- Work from home remote role with option for hybrid or in person working at our hubs in New York and Dallas.
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.
If you are a high-performing team player who enjoys working collaboratively with others and you are willing to share and support diverse opinions, come transform leasing with us! Learn more at sayvero.com or follow us on Instagram, Twitter or LinkedIn.