Customer Experience Specialist at TurboTenant in Fort Collins, CO

Summary: TurboTenant is a company that simplifies the process of managing rental properties through an elegant software platform. As a Customer Experience Specialist, you will be the first point of contact for customers, providing support and building relationships with landlords and renters while driving adoption of the platform. Responsibilities: - Be the authentic voice of TurboTenant - You’ll build meaningful relationships and provide top-tier support to our landlords and renters through chat, email, and phone - Educate and influence to drive adoption - Guide landlords to understand how TurboTenant can solve their pain points and align with their goals - Own the customer issues - Anticipate challenges, ask smart questions, and prioritize resolution with empathy and accuracy. You’ll make every customer feel truly heard and valued - Embrace our dynamic energy - We move fast, and you'll thrive on change, bringing a positive attitude and adaptable spirit to every new challenge - Set a high standard - Be proactive, detail-oriented, and continually improve how you support customers and collaborate with your team - Contribute ideas - Participate in feedback loops and help improve how we support and engage users - Collaborate cross-functionally - Share patterns and insights with Product, Growth, and Sales to inform improvements - Build our knowledge base - Spot content gaps and contribute to creating helpful articles and support materials that empower everyone - Troubleshoot with confidence - Expertly guide users through basic technical issues, providing clarity and professionalism every step of the way - Champion our brand - Communicate with heartfelt empathy and crystal-clear clarity, always reflecting TurboTenant’s authentic tone and values - Safeguard trust - Handle user data with the utmost care and uphold security best practices with unwavering diligence Required Qualifications: - Experience in customer support (bonus for SaaS, prop-tech, online customer support services, or retail sales experience) - Stellar phone prowess - an active listener who communicates clearly and confidently - Skilled at task-switching - moving between systems, conversations, and priorities without losing focus or dropping details - A fast and accurate typing speed - you'll be handling real-time chat and tickets where speed and quality matter - Quick learner - you're energized by new tools, changing processes, and expanding your knowledge without needing to be handheld - A genuine passion for helping people and crafting seamless customer experiences. You care about our users, not just solving tickets. You know how to make someone's day, even when things don't go perfectly - Tech-savvy - fluent with tools like Google Workspace, Slack, Zoom, and Microsoft Office; bonus points for Intercom, Zendesk, AirCall, Stripe, and similar platforms - Sharp attention to detail and strong organizational skills - you spot what others miss and keep your workflows clean - Curiosity and initiative - you dig for answers, find root causes, and speak up when something doesn't feel right. You're ambitious and want to get better every week - A growth mindset - you seek feedback, crave learning, and take ownership of your personal and professional development - Flexibility and reliability - you're open to weekend shifts, jumping to take open shifts, and when things shift, you adjust without complaint - Ownership over your outcomes - you stay until the job is done, whether that means helping a teammate troubleshoot, closing out one last ticket, or handling a tough customer case with grace - To be considered for this role, you must be available to work weekends and have flexibility for occasional schedule shifts based on team needs Preferred Qualifications: - Bonus - Experience in accounting, finance, or bookkeeping is a plus! Required Skills: Customer support experience, Technical troubleshooting, Communication skills Important Skills: Tech-savvy, Attention to detail Nice-to-Have Skills: Empathy, Curiosity, Flexibility, Growth mindset Benefits: Competitive compensation package, 22 days of PTO during the first year increasing with tenure, Annual bonus based on company performance, Equity - an owner’s mindset is a big part of being a member of the TurboTeam, Comprehensive medical, dental and vision plans - with multiple plans covered at 100%, 9 paid holidays per year + a paid day off for your birthday, 401k Matching, Annual bike tune-up reimbursement