We are seeking a motivated and talented Customer Success Associate to join our team. This role is critical in ensuring that our customers have a smooth and positive experience with Fairly from onboarding to ongoing support. The ideal candidate will have previous experience in customer support and excel in a collaborative team setting.

Key Responsibilities:

• Act as a customer advocate, voicing customer needs, feedback, and pain points to the Fairly team.
• Manage the end-to-end home onboarding process, ensuring a smooth and personalized introduction to our product
• Provide responsive, empathetic, and solution-oriented support through multiple channels (email, chat, phone). Address customer inquiries, concerns, and issues promptly, ensuring a high level of customer satisfaction.
• Develop deep product knowledge to troubleshoot complex user issues quickly and effectively
• Collaborate closely with the Product team to document, communicate, and help prioritize user feedback and feature requests
• Escalate complex issues to appropriate team members while ensuring customers are kept informed throughout the process.
• Create and maintain comprehensive documentation of user interactions, challenges, and resolution strategies
• Conduct user interviews and gather insights to improve the onboarding experience
• Track and report on key customer success metrics, including onboarding completion rates, time-to-value, and user satisfaction
• Continuously seek opportunities to improve customer service quality and efficiency.
• Ensure Fairly is delivering best-in-class customer service by maintaining a high standard of support and communication.

Qualifications:

• Excellent written and verbal communication skills
• Strong problem-solving abilities with a proactive and creative approach to addressing user challenges
• Exceptional interpersonal skills and a customer-first mindset

How to apply:

To apply, please include your resume and answer the following questions:

• In your own words, explain the benefits of Fairly for:
  
  • A homeowner
  • A caretaker
  • A real estate agent
• Would you be open to calling potential partners (typically real estate agents) when we have extra capacity to see if there's any way we can be of help?
• What are your salary requirements and expectations?

Send your responses to careers@fairly.com. We look forward to hearing from you!