Job Description

Are you ready to be the superhero of support, wielding your empathy and problem-solving skills to transform every interaction into a positive and memorable one?  As a Customer Experience Specialist at TurboTenant, you won't just answer questions; you'll be the first voice our customers remember, building trust and forging strong connections with landlords and renters. This isn't about scripts or closing tickets; it's about precision, speed, genuine empathy, insatiable curiosity, and proactive thinking in every single touchpoint.  If you're eager to make a profound impact and truly own the customer journey for one of Colorado's fastest-growing companies, this is your stage to shine!

Responsibilities

• Build meaningful relationships and provide top-tier support to landlords and renters through chat, email, and phone
• Guide landlords to understand how TurboTenant can solve their pain points and align with their goals
• Anticipate challenges, ask smart questions, and prioritize resolution with empathy and accuracy
• Make every customer feel truly heard and valued
• Be proactive, detail-oriented, and continually improve how you support customers and collaborate with your team
• Participate in feedback loops and help improve how we support and engage users
• Share patterns and insights with Product, Growth, and Sales to inform improvements
• Spot content gaps and contribute to creating helpful articles and support materials
• Expertly guide users through basic technical issues, providing clarity and professionalism
• Communicate with heartfelt empathy and crystal-clear clarity, reflecting TurboTenant’s authentic tone and values
• Handle user data with the utmost care and uphold security best practices
• Be flexible and reliable, open to weekend shifts and occasional schedule shifts

Requirements

• 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
• Fast and accurate typing speed - handling real-time chat and tickets
• Quick learner - energized by new tools, changing processes, and expanding knowledge
• Genuine passion for helping people and crafting seamless customer experiences
• Tech-savvy - fluent with Google Workspace, Slack, Zoom, and Microsoft Office; bonus for Intercom, Zendesk, AirCall, Stripe, and similar platforms
• Sharp attention to detail and strong organizational skills
• Curiosity and initiative - digging for answers, finding root causes, and speaking up when something doesn’t feel right
• Growth mindset - seeking feedback, craving learning, and taking ownership of personal and professional development
• Ownership over your outcomes - staying until the job is done
• Availability to work weekends and flexibility for occasional schedule shifts
• Eligibility to work in the United States without sponsorship

Benefits

• No benefits