Customer Experience Associate

Compensation- $50,000 - $55,000.00

We're excited to explore your application but we're looking for more than just a resume! We require that you include a tailored note explaining why RentCheck resonates with you and how your unique qualities align with this open role! Applications without this personalized touch will remain unreviewed.

Who we are: RentCheck is a venture-backed, early-stage property technology company that provides real-time visibility to residential property managers and owners while bringing transparency to the security deposit deduction process. The mission at RentCheck is plain and simple: to make renting fair and transparent for everyone involved.

We build software that saves property managers time and resources with easy self-guided inspections that residents can perform from their phone.

Join the team!

We’re looking for a Customer Experience Associate who will serve as the primary point of contact for inbound customer communications while helping refine processes and improve the overall customer experience. In this dynamic role, you'll foster relationships with property managers, owners and residents, ensuring an exceptional experience for all RentCheck users. As the frontline representative, you'll not only nurture external connections but also relay valuable customer feedback to drive ongoing improvements aligned with RentCheck's mission.

In this dynamic role you’ll directly assist property managers and other RentCheck users as the frontline support representative, ensuring a seamless experience while gathering and relaying customer feedback to enhance RentCheck’s platform. You'll also play a key role in refining customer support processes, standardizing communication, and helping shape our growing CX function.

The ideal candidate will possess a passion for delivering top-notch software support and a penchant for exploring new and emerging technologies. At RentCheck, we embrace agile methodologies and adopt a collaborative team approach to crafting solutions that are intuitive, impactful, and deliver genuine value to our customers.

This is an exciting opportunity to join a fast-growing startup and make a real impact. You’ll report directly to the Head of Customer Experience and work collaboratively across teams.

Your Responsibilities:

• Primary Support Contact – Act as the primary support contact for chat and phone support, providing top-tier assistance while collecting and sharing customer insights.
• Customer Support Processes: Refine and develop customer support workflows to enhance efficiency and service quality.
• Customer Rapport & Retention: Build strong relationships with customers, identify growth opportunities and relay customer feedback to product teams.
• Customer Onboarding: Assist in customer onboarding for SMB accounts, ensuring a seamless setup for new users.
• Benchmark Metrics: Establish and maintain benchmark metrics for Customer Support, identifying areas for improvement.
• Problem-Solving & Gap Identification: Navigate ambiguity while proactively identifying gaps and implementing solutions to improve the customer experience.
• Reviews and Reputation: Secure 5-star reviews on various platforms to enhance the company's reputation.
• Support Materials & Knowledge Base: Contribute to scalable support content, FAQs, and marketing materials.
• Product & Platform Expertise: Develop a deep understanding of RentCheck’s platform and the various tech tools we use to support customers, ensuring seamless troubleshooting and guidance.

Qualifications We're Looking For: 

• Experience: 1-2 years of previous experience in customer-facing or support roles (SaaS experience a plus).
• Problem-Solving Mindset: Ability to think critically, adapt quickly, and work autonomously in a fast-paced  environment.
• Communication Skills: Exceptional communication skills, both written and verbal.
• Empathy and Patience: A customer-first mindset with the ability to display an empathetic and patient demeanor towards users. 
• Organizational Abilities: Outstanding organizational abilities to manage tasks effectively. 
• Self-Starter Mentality: A proactive approach, always looking for ways to improve processes and enhance the customer experience.

Bonus Points:

• Experience in real estate or property management
• Fluency in Spanish (a plus for supporting a diverse customer base)
• Professional writing or content creation experience
• Passion for developing resources, such as help articles, FAQs, or training materials
• Experience with Intercom, Hubspot or similar Support and CRM tools

Benefits & What We Offer:

• Competitive Salary + Healthcare
• Stock Options
• Unlimited PTO
• Travel Stipend
• Team Social Events
• The opportunity to be one of the first employees in a high-growth technology startup.
• The opportunity to have a great impact on the performance and design of the core products you work on every day.
• A fun, down to earth, and dedicated team of colleagues from a diverse set of backgrounds.