Customer Support Specialist

Launch your career, accelerate your growth, and make an impact in a dynamic customer success team. Join our team supporting a fast-growing fintech leader in real estate and insurance. Help renters find their dream homes, provide landlords with clarity, and contribute to a rental market where everyone wins

About us:

With more than $4B in rent and deposits guaranteed, partnerships with 9 of the nation's top 10 landlords, and recognition from Inc. 5000, Forbes, and Deloitte, we are one of the fastest growing companies in real estate and insurance.

The Underwriting & Customer Success team is at the heart of this mission, and we guide renters toward new homes, empower landlords with clarity, and shape a rental market where everyone wins.

We are a trailblazing fintech company redefining what's possible in renting. The mission is to make housing more accessible, transparent, and fair giving renters the keys to their dream homes while helping property owners unlock growth with unmatched protection.

As a Customer Support Specialist, you will be a trusted partner to renters, landlords, and brokers. Every interaction you have will build trust, remove barriers, and help people move forward. This is a great opportunity to make a real impact and grow a meaningful career.

As part of this pilot initiative, you will be among the pioneering members of a new team, helping to shape the future of customer success.

• Provide customer support across multiple channels, including phone, email, live chat, and back-office tasks.
• Use both written and spoken English at a professional level to deliver clear, empathetic communication.
• Make approval decisions and update policies after completing structured underwriting training.
• Educate renters on Rent Coverage & Deposit Coverage to help them secure homes.
• Build strong relationships with leasing offices, brokers, and renters to drive satisfaction and long term partnerships.
• Navigate escalations and resolve complex issues with empathy, clarity, and professionalism.
• Gather and share customer insights that shape product and process improvements.
• Contribute to continuous improvement through data-driven communication and collaboration.

Key Skills

• Strong customer service and communication skills (phone, email, chat).
• Empathy, clarity, and professionalism in handling customer inquiries.
• Problem solving and conflict resolution abilities.
• Comfort with basic algebra (used in underwriting related tasks). An assessment will be assigned during the recruitment process
• Initiative and resilience and the ability to take ownership and adapt quickly.
• Teamwork and collaborative mindset.

Experience Level

• Entry level to early career. Bachelor's degree preferred, but equivalent experience may be accepted.
• Customer service experience required.
• Willingness to learn and grow into more senior roles.
• Willingness to be certified

Industry Background (Preferred)

• Real estate, insurance, or fintech experience is a strong advantage (not required).
• Familiarity with CRMs, ticketing systems, or other tech-enabled workflows is helpful.

Language Requirements

• Fluency in English (spoken and written) is required.
• Clear, professional communication style.
• Additional languages are a bonus but not required.

Work Setup

• A reliable home office setup suitable for remote work.
• You must meet Wi-Fi speed requirements.

Schedule & Availability

Customers are supported seven days a week. Shifts range from:

• 8am – 5pm EST
• 9am – 6pm EST
• 10am – 7pm EST
• Weekend availability (Saturday and Sunday) is required before hire.
• Rotating shifts may include mornings, evenings, and holidays.
• Company-observed holidays: New Year's Day, Thanksgiving Day, Day After Thanksgiving, Christmas Eve, Christmas Day, New Year's Eve.
• Overtime may occasionally be required to ensure customer coverage and will be communicated in advance whenever possible. In the event of widespread outages (e.g., weather, power, or systems disruptions), employees may be asked to adjust schedules to maintain essential coverage.