Customer Support Specialist

Job Summary

Overseeing the day-to-day renter support experience, the full-time Customer Support Specialist will manage support functions across multiple brands, optimize systems like Zendesk, and maintain AI support automations in a remote environment.

Key responsibilities

• Administer and optimize Zendesk, including macros, routing, and workflows, while conducting regular audits
• Maintain and tune AI support automations, monitoring performance and retraining as necessary
• Handle complex and sensitive issues, coordinating with contract support agents and owning core support metrics

Required qualifications

• 2-5 years of experience in customer support, with a mix of frontline and systems management roles
• Hands-on experience with Zendesk administration, including macros and workflows
• Familiarity with AI support tools and a strong process-building instinct
• Clear and empathetic writing skills, with a proactive approach to identifying renter issues
• Ability to operate independently across multiple brands in a fast-paced, remote environment