Customer Success (Support) Associate

Company Description

About Azibo

We envision a world where anyone can achieve financial flexibility through rental property ownership. We use technology to simplify and enhance our users’ experience of managing and growing their real estate investments.

Between the headaches of rent collection, bill payments, and bookkeeping, and the red tape of traditional banks, insurance providers and mortgage brokers, landlords today know that the finances of owning a rental property are anything but “passive” income.

Azibo also empowers renters by helping them pay rent on time, maintaining financial flexibility, build credit, and protect themselves with insurance.

The Azibo executive team has decades of experience across the real estate, financial services, and technology industries. Azibo’s investors are some of the best real estate tech and fintech investors in the world, including Silicon Valley Bank, Canaan Partners, QED Ventures, Khosla Ventures, and Camber Creek.

Life At Azibo 

Our team operates fully remotely, spread across the continental US. We have a ‘home base’ in San Mateo, CA where we gather semi-regularly in person to build rapport, have fun, and engage in strategic working sessions. We have common interest groups, Donut Dates, peer recognition programs and a Culture Committee to make sure we connect as humans as well as co-workers. We believe in resting, focusing and recharging, which is why we have things like Open PTO and No Meeting Wednesdays.

Job Description

Basic Role Details:

Our Customer Success team is responsible for the overall Azibo customer experience. This includes managing customer requests, issues, complaints, filtering feature requests and providing other support as needed. Your day to day will consist of reviewing support tickets in Zendesk, identifying next steps and/or replying to customers via calls, chats and emails, escalating technical issues to the appropriate resources and follow up to ensure resolution.

Your Impact: 

  • You will be the main point of contact for customers within Azibo 
  • You will be responsible for communicating with internal team members regarding technical issues and/or product concerns
  • You will work with Customer Ops leadership to determine ways to improve our customer experience
  • You will work with the rest of the CS team to ensure our processes and policies align with our customer philosophy
  • You’ll be a part of a team that has genuine camaraderie and not only cares about our impact but cares about the success of each member
Qualifications

What we’ll need from you: 

  • 2+ years of customer and/or technical support experience via voice, email and chat
  • Experience in Fintech and/or start-ups is a HUGE plus!
  • Experience with Zendesk (highly preferred) or other ticketing systems
  • Reside within the United States, specifically Eastern or Central time zones (we are expanding our support hours, so this is a requirement!) PLEASE NOTE: We currently cannot hire in the state of New York!
  • High degree of empathy and EQ
  • Excellent written and verbal communication
  • Experience in de-escalating customer issues and complaints
  • High degree of organizational skills and task management
  • Technical aptitude and ability to learn new systems or tools quickly 
  • Strong ability to absorb information, problem solve and think on the fly
  • Natural curiosity and drive to find answers
  • The ability to work autonomously and take ownership of your role
  • The ability to roll with the punches and be comfortable with ambiguity (we’re a start-up after all!)
  • Willingness to embody our company Core Values
Additional Information

What’s in it for you?

  • Annual compensation for this role is $45,000 – $60,000 
  • Equity stock options package
  • 401(k) retirement plan
  • Open PTO policy
  • Comprehensive medical, dental, vision and life insurance benefits – Azibo currently covers 99% of employee and 65% of dependent premiums within our Gold Tier
  • Long Term Disability Coverage
  • HSA and Personal & Dependent Care FSA options
  • Company provided Macbook (with post employment purchase option)
  • Monthly stipend to assist with remote work costs
  • Company observed holidays – 19 annual days!
  • Flexible work hours when possible (varies by role/team)
  • Paid holidays, company gatherings and in-person events
  • Autonomy and trust – we hire the best and then let them give them space to do their best
  • Some cool, kind and wicked smart people to work with 
  • Transparency is one of our top values and one we live by whole heartedly. If you’re looking for a place that doesn’t BS their team but openly shares the good, the bad and somewhere in between – we may be your people!

Equal Opportunity Employer

Azibo embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be!

All your information will be kept confidential according to EEO guidelines.

NOTE: Due to the financial and confidential nature of a majority of our business, Azibo, Inc conducts background checks on candidates at the offer stage of our hiring process. This is a pre-hire requirement for all roles and the scope of the check will be dependent on the role itself. Screening may include criminal, credit, driving, and social security checks or a combination of these

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