Customer Support Specialist (Contract to Hire)

About RentSpree

RentSpree, the USA's leading home rental software, is among the fastest-growing property tech startups. Our award-winning software connects renters and landlords, revolutionizing the residential rental industry. With six years of annual growth, we've forged partnerships with 300+ top real estate companies, delivering high-quality data-driven insights and products

RentSpree is a place where you will grow alongside the company while collaborating within your team to have a meaningful impact on RentSpree’s future.

The Opportunity: Customer Support Specialist

Summary

This is a contract-to-hire position with the opportunity to evolve into a permanent position. The contract will be for a minimum of six months. 

RentSpree is currently seeking a Customer Support Specialist to join our team and deliver world-class customer support. In this role, you will provide vital assistance and guidance to agents, landlords, and renters, ensuring their rental journey is smooth and successful. We are seeking a candidate with strong communication skills, particularly in phone support, who thrives in a fast-paced, dynamic environment while driving growth through OKRs and project-based initiatives. 

Job responsibilities include, but are not limited to the following

• Provide Tier 2 support to users via phone and email, focusing on troubleshooting and resolving complex issues over the phone.
• Guide users through system-related challenges, offering proactive solutions and exceptional customer service.
• Actively contribute to the development of our Knowledge Base and chat flows to enhance self-service options.
• Work on projects aligned with OKRs (Objectives and Key Results), focusing on continuous improvement and growth initiatives for both the company and your role.
• Participate in quality testing scenarios, consistently offering feedback to improve the user experience.
• Lead efforts to improve support processes, providing insights and recommendations to the team, while maintaining exceptional communication with customers and stakeholders.
• Utilize data-driven problem-solving to enhance system understanding, contribute to cross-team projects, and ensure alignment with business goals.
• Maintain up-to-date knowledge of RentSpree’s platform, offering advanced technical insights and independent issue resolution.

Minimum Requirements

• Minimum of 2 years of experience in tier 2 customer support (particularly phone support) and a proven track record of excellent written and verbal communication skills.
• Ability to effectively communicate and remain professional in high-pressure situations.
• Familiar with PC and Mac operating systems and mobile devices. 
• Experience triaging issues with users and providing solutions.
• Customer service orientation and proven track record of excellent written and verbal communication skills.
• Ability to set priorities, problem-solve, multi-task, and work independently.
• Experience using CRM systems (HubSpot, Salesforce, or Zendesk) to track support tickets and user interactions.
• M-F Business Hours, weekend availability when needed.
• Fluency in Spanish. 

Preferred Qualifications

• Bachelor’s degree
• Experience using cloud-based phone systems in a support environment.
• Previous experience working with HubSpot CRM.
• Familiarity with OKRs and experience contributing to growth-oriented projects or initiatives.
• Experience in product testing and providing feedback on software updates & releases.
• Knowledge of Jira for project management.

Benefit Package

• Compensation: 30.29 - 37.02 USD per hour + equity
• Holiday: 13 Days (including MLK, Juneteenth, & Indigenous Day)

EEO Statement

RentSpree is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy,