Customer Success Specialist

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!


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