[Hiring] Customer Experience Associate @Peerspace

Role Description

Peerspace is looking for a remote passionate customer service professional to join our growing Customer Experience Team. This position offers a fantastic opportunity to learn about our marketplace and provide an exceptional experience for our hosts and guests that book space with us. Our team acts as the front lines to our users, drives revenue and makes an immediate impact on our product through customer insights.

The hours are 9-6pm EST Monday to Friday and there will be 2 weekend days per month where one will need to be on rotation.

Key Responsibilities:

• First point of contact for users regarding everything from onboarding hosts to recommending locations and services to guests.
• Provide friendly and efficient service via all contact channels (phone, email, live chat, social media, etc.) to Peerspace hosts and guests to make sure they have a seamless, no-hassle booking and overall customer experience.
• Display self-discipline, demonstrate productivity, and accomplish job duties in a remote work environment.
• Independently work through a queue of tasks with an eye for process improvements.
• Identify and execute on opportunities to surprise and delight our hosts and guests.
• Identify trends and take an active role in delivering suggestions for process & product improvements.

Qualifications

• 1-6 years Corporate CX Experience.
• Experience with Intercom or similar CRM.
• Passion for problem solving and interacting with customers.
• Excellent written and verbal communicator with attention to detail and grammar.
• Strong interpersonal skills.
• Comfortable asking for additional support when working through difficult cases.
• Comfortable prioritizing across potentially competing opportunities/demands.
• Able to pick up new technology quickly.
• Enthusiasm for improving customer satisfaction and loyalty across broad functional areas and diverse geographies.
• Have a sense of humor and enjoy working with others.

Requirements

• Previous experience with crafting online help resources (Nice to Have).
• Analytical skills (Nice to Have).
• Familiarity with third party marketplaces (e.g., Airbnb, VRBO) (Nice to Have).

Benefits

• 100% employee coverage of medical, dental and vision insurance.
• $500 annual professional development allowance.
• Discount on all Peerspace bookings.
• Laptop, high res display, and stipend to setup home office.
• Monthly cell phone and internet credit.
• Coworking membership if needed (in lieu of home office).
• Annual In person all company offsite and team-building events (in Peerspace locations, of course).
• Wellness Days observed company wide.