Technical Customer Support Associate

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TYPE OF WORK

Full Time

SALARY

$5/hour

HOURS PER WEEK

40

DATE UPDATED

Apr 11, 2026

JOB OVERVIEW

About you:

You’re a self-starter, tech-savvy, and passionate about the Customer and Partner experience. You believe in a proactive approach to customer service with an eye on both an individual inquiry and the big picture. You treat customers as you expect to be treated, and are consistently in a “what can we do better” mode. You’re eager to continue to learn more about the Short Term Rental industry and impart that wisdom on our customers. Preferrably experienced in Stripe, Chargebee, Hubspot, Aircall.

Responsibilities will include:

- Develop a trusting, dependable relationship to enhance the customer’s experience and satisfaction
- Onboard and maintain client accounts;
- Assist with channel connectivity, addition and removal of properties;
- Research, escalate and resolve technical issues;
- Provide support and guidance on reservation and finance (transaction) inquiries via phone, email or chat;
- Assist with connecting and disconnecting properties, channels, partners or accounts in a timely and professional manner;
- Proactively identify and share details on areas of growth and/or improvement;
- Share industry news, existing and new partner offerings via Marketing initiatives with one-on-one meeting offers
- Monitor and provide customer assistance via email, phone, chat or system Tasks/Tickets
- Provide support to fellow Customer Service tea ---------- mbers and their clients, ensuring all customer contacts are provided with a one-call resolution option
- Connect regularly with our Head of Partnerships to learn and share news on existing and new partner offerings
- Connect regularly with our Heads of Product and Engineering to share customer feedback, understand our company roadmap, and participate in system testing
- Connect regularly with our Head of Marketing to understand and participate in Marketing initiatives
- Actively engage in available training and education programs including partner initiatives, new partner offerings, industry news and internal system enhancements


Responsibilities will be accomplished by:
- Assisting current, past and potential customers and partners via phone, chat, email and meeting/video conferencing;
- Targeting a one-call/email/chat resolution on communications;
- Listening to both spoken and written words objectively, evaluating the needs of the customer, utilizing good judgment and taking the initiative to address all aspects of the inquiry;
- Going beyond an individual request and proactively reviewing additional aspects of a customer’s account;
- Addressing time-sensitive matters immediately; setting expectations and following up on matters not resolved via one-call resolution in a timely manner;
- Troubleshooting technical issues; communicating results clearly with the customer (without the use of technical jargon) and/or understanding when/how to report potential bugs to the technology team;
- Striving for consistent 5-star reviews with each customer interaction;
- Meeting the performance goals established for the Customer Service Rep in Sales and Service;
- Sales: Onboarding, Customer Growth and Customer Retention
- Service: Customer Satisfaction, One-Call Resolution and Phone/Email/Chat/Task Service Levels

SKILL REQUIREMENT
Finance Management Technical Support Customer Service
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