ABOUT THE ROLE
We’re looking for a driven, capable, friendly customer success specialist to support the growth of Loftium’s Lease program. You’ll be the primary point of contact for Loftium’s customers, including both renters/hosts and landlords, responsible for ensuring their Loftium experience is nothing short of fantastic. You’ll be managing a high volume of inbound support tickets, and going above and beyond to address any concerns, combining both operational efficiency, intelligent realtime decision-making, and a personal touch.
Responsibilities:
- Managing a high-volume of inbound customer support e-mails / tickets
- Frequent, timely communication with Loftium’s renters / hosts
- Assisting in month-end financial reconciliation of Loftium’s properties, ensuring hosts receive accurate, timely additional rent discounts and landlords receive timely rent
- Facilitating communication between Loftium renters and landlords
- Urgent issue resolution (including occasional after-hours and weekend) via e-mail and phone
- Tracking and categorizing support issues and continuously identifying opportunities to improve our process / product for a stronger customer experience
- Track listing performance / metrics and work closely with founding team to refine & optimize listing quality
- Listen to customer feedback and identify opportunities to adapt/improve product offering accordingly
ABOUT YOU
- You have a proven ability to manage high-volume, high-touch communication
- You have excellent communication skills, both verbal and written
- You love making people happy. There’s nothing more satisfying to you than turning an upset customer into a happy, thankful friend.
- You work well under pressure, and are creative & thoughtful in problem-solving
Bonus:
- You’ve used Airbnb as a guest and/or host
- You have some real estate / property management experience
- You’d like to be a Loftium renter!