Customer Support Specialist

Summary

Join VERO's Customer Support team and play a crucial role in assisting renters and managers using our platform. You will provide exceptional customer support through chat, email, and phone, resolving issues efficiently and maintaining a focus on user experience. This position requires 1-3 years of customer support experience, a service-oriented mindset, excellent problem-solving abilities, and strong organizational skills. You'll be passionate about engaging with customers daily and comfortable using technology to support them. VERO offers a dynamic team environment and the opportunity to contribute to a growing company. We are looking for individuals who are ambitious, eager to learn, and committed to personal skill improvement.

Requirements

• 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
• 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

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

Preferred Qualifications

• Experience in a start-up working environment
• Experience with Intercom, Guru, Jira, FullStory
• Knowledge of the multi-family residential rental process or lease underwriting