Customer Support Associate

Accountabilities: Provide responsive, high-quality customer support while consistently meeting established service-level agreements (SLAs). Manage high volumes of email-based customer inquiries, resolving issues efficiently and communicating clearly with customers and internal teams. Support the Operations team in maintaining strong relationships with existing properties and ensuring smooth day-to-day building operations. Assist with onboarding new properties and customers, helping them successfully adopt and use the platform. Develop a thorough understanding of the product, its features, and the needs of current and prospective customers. Identify recurring problems, recommend practical solutions, and take ownership of implementing process improvements where appropriate. Work independently to investigate and resolve issues, prioritise competing requests, and escalate complex or significant problems when necessary. Support operational enforcement activities when required, including communicating parking rules and contacting towing services. Help improve operational workflows and contribute to expanding the platform's network of properties through effective problem-solving and operational initiative. Requirements: Previous experience in customer support for a software company, ideally within a startup or another fast-paced environment. Experience handling high volumes of email-based customer support requests. Familiarity with customer support platforms such as Front, Zendesk, or Intercom. Comfort using AI tools in daily work and applying them to improve productivity. Ability to learn new systems quickly and incorporate them effectively into everyday workflows. Excellent written English, with the ability to communicate clearly and professionally with customers and colleagues at all levels. Strong organisational and multitasking skills, with the ability to prioritise effectively and work independently without constant supervision. High level of accountability, reliability, initiative, and personal ownership of responsibilities. A proactive, self-starting approach, with the motivation to identify and address problems before they escalate. Flexibility to work variable schedules, including evenings, weekends, nights, or early mornings. Nice to have: Previous experience in an operations role. Experience in property management, such as working as a property manager or leasing agent. Interest in transportation, parking, urban living, and making more efficient use of space and resources in cities. Spanish language proficiency. Benefits: Compensation: $25–$30 per hour. Medical, dental, and vision insurance coverage for full-time employees. Paid time off for full-time employees. Monthly mobile phone stipend. One-time home-office allowance. Company-provided laptop. Fully remote working arrangement.