Customer Support Specialist at Neighbor

Lehi, Utah, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, MarketplaceIndustries

Requirements

Enthusiasm and passion for assisting other people and contributing to the success of a hyper-growth company
Ability to work without significant oversight in a fast-changing environment
Self-starter, detail-oriented, and analytical
Personable, professional, and able to talk to customers in a concise, Neighborly manner
Professional and helpful attitude with excellent English communication skills (verbal and written)
Confident and comfortable with verbal and written communication

Responsibilities

Resolve inbound customer care issues via online chat, email, and phone including resolving payment issues, handling advanced customer situations such as eviction, answering general questions
Assist renters in finding suitable spaces from existing inventory
Coordinate with hosts to resolve pending, canceled, and declined renter reservations
Optimize storage supply to maintain an accurate and high-quality inventory including personally contacting hosts to complete their draft listings, scheduling photo appointments, improving their listing description, and updating their personal profile
Understand and communicate platform functionality and processes to customers
Help shape the culture of Neighbor and the Customer Success organization
Contribute to the ongoing success of the team by sharing knowledge and collaborating with other team members
Assist in developing customer care systems and processes, as needed
Improve existing self-help resources by writing online support articles and through creating new customer success materials
Assist in mapping and coordinating the customer journey via emails, text messages, phone calls, push notifications, and more
Engage with internal partners to optimize the platform for the customer experience

Skills

Customer Support

Phone Support

Email Support

Chat Support

Payment Resolution

Inventory Management

Host Coordination

Renter Assistance

Customer Communication

Neighbor

Peer-to-peer storage marketplace for unused space

About Neighbor

Neighbor connects individuals who have unused space, like garages and basements, with those looking for affordable storage options. The platform allows homeowners to rent out their extra space, providing a flexible and cost-effective alternative to traditional self-storage facilities, often at half the price. Unlike conventional storage options that come with high costs and strict contracts, Neighbor offers a peer-to-peer model that meets the high demand for storage in the U.S. market. The company earns revenue by taking a percentage of the rental fees, creating a win-win situation where hosts can earn extra income while renters save money. Neighbor aims to create a secure and trustworthy environment for these transactions.

Lehi, UtahHeadquarters

2017Year Founded

$65.3MTotal Funding

DEBTCompany Stage

Fintech, Consumer GoodsIndustries

51-200Employees

Benefits

Stock Options

Medical Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

Paid Holidays

Hybrid Work Options

401(k) Retirement Plan

On-site gym/showers open 24/7

Risks

Increased competition from traditional storage companies adopting digital platforms threatens Neighbor.

Economic downturns may reduce consumer spending on non-essential services, impacting Neighbor's revenue.

Legal challenges related to zoning laws could pose risks to Neighbor's business model.

Differentiation

Neighbor offers a peer-to-peer storage model, unlike traditional storage companies.

The platform provides storage at 50% of the usual price, enhancing affordability.

Neighbor empowers homeowners to monetize unused spaces, creating a unique income stream.

Upsides

Rising urbanization increases demand for external storage solutions, benefiting Neighbor.

Growing interest in minimalism drives demand for affordable storage options like Neighbor.

The sharing economy trend boosts consumer comfort with peer-to-peer transactions, aiding Neighbor.

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