Customer Success Engineer
Are you an awesome person that can relate to, empathize with and teach other people things? Do you write well and enjoy communicating with others? Great! We're looking for awesome people to do just that for OwnerRez. Oh, by the way - you can live anywhere and we have great benefits.
Responsibilities and Duties
You will most likely start out as a Concierge specialist, pairing with an experienced colleague to learn how to set up fully functioning accounts with customers' data. Within a week or two, you'll start independently helping your own Concierge setup clients. As your experience increases, and your understanding of OwnerRez grows deeper, you will move to responding to everyday support tickets and phone calls.
You'll work closely with new customers, to load and configure their new OwnerRez accounts using their existing property and booking data.
You'll respond to support tickets, by email, as customers write in with questions or suggestions. This will involve our support ticket system and an understanding of how we monitor and respond.
You'll monitor and respond to threads on our community forums. As suggestions or problems are raised, you'll escalate them internally so that your colleagues are aware.
Some customers take special attention - they might have a zillion properties or a unique personality. You may need to work alongside other Customer Success engineers to achieve success.
"Deep Work" is part of our People-First culture, so we keep meetings short and to-the-point, but they are necessary on a regular basis. You'll need to meet and stay caught-up with your team!
As a 100% remote company, it's important that the team has a good sense of productivity. You'll need to use online tools to keep your progress up to date and collaborate with colleagues.
OwnerRez is on a mission to increase happiness in the vacation rental world, and our Customer Success group is an integral part of that happiness mission!
You will be responsible for communicating with customers about everything OwnerRez. Most communication within the Customer Success group is done via email and ticket, but you may occasionally make reach-out phone calls too.Read about The Benefits We Offer
The Customer Success teams talks to customers most of the time, but you'll also be interacting with internal colleagues and engineers to find solutions. What types of customers will you talk to? Everyone - both terrified newbies and cagey old veterans alike! You might be talking someone down off a ledge (rare!) or just taking care of routine follow-up. Ken, our head of operations, will guide you most of the time and point you in the right direction when you get lost.
Will I Fit In Well? Yes, if...
You’re highly skilled in customer service. We’re looking for at least 1-2 years experience in technical customer support, or, 1-2 years in a technical/engineering position or training and also 1-2 years doing non-technical customer service.
You're empathetic to users and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.
You obsess over the details to make sure you haven’t missed anything useful - to the clients, or to your future colleagues who’ll need to respond to the client next time they ask for help.
You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific need, and also solving their problems that may have gone unsaid.
You love to write. The primary mode of support and interaction with clients and colleagues is via written communication.
You’re professional and courteous in presentation. We try to keep videoconferences to a minimum, but there are some issues that just can’t be resolved any other way.
You're persistent. Support at OwnerRez is much different than at many software companies. It's not just the same questions over and over again - sure, we get those, but we try to engineer our way out of them so they don’t have to be asked. Most questions involve researching technical nuances of our service, because the easy questions are already well documented. You love the opportunity to solve new problems every day, and won't just give up when you don't know the answer right away. You aren’t afraid to ask for assistance instead of stumbling blindly on alone.
You love doing things efficiently. The whole purpose of OwnerRez is to have a massive efficiency impact on our clients’ businesses, and we want our internal operations to be the same. We believe in systems and processes that let us scale our impact to be larger than ourselves. If something is manual and repetitive, something needs to be done to change that, which means communication is essential.
You love to set your own course. At OwnerRez, we keep meetings to a minimum because we need to spend our time making things happen. Most of the time, you get to make things happen yourself without someone saying so.
"I blow up their email on a regular basis. They answer every question thoroughly and clearly. Best customer service ever!"
"...the support team is fantastic and responds quickly!"
"The support is second to none. ...answered quickly with easy to understand explanations. Endless patience!"
"The customer support is superb! CSRs are very responsive and patient with our questions."
- Everyone, everywhere
Apply for our Customer Success team today!
If this is the place you want to be, let us know! Use the button below to send us an email with your resume or anything else you'd like us to see, and explain why you'd be a great fit for our Customer Success team. We can't wait to talk with you!Email us your resume and start the conversation!