Client Success Associate

Zumper is on a mission to change the way you rent, forever. To make it easier, faster, and more human—where renting an apartment is as easy as booking a hotel. By making this vision a reality, we’re creating opportunity for everyone to live better from one fresh start to the next.

Zumper is the largest privately owned rental platform in North America with more than 175 million visits per year. We’re proud to have been named a 2023 Best Place to Work by BuiltIn SF.

To date, we’ve raised over $178 million from Kleiner Perkins, Goodwater Capital, Headline, Dawn Capital, and the Blackstone Group. Changing the way the world rents requires passion, bold ideas, and bright minds. Join us in building the future of renting, today!

Job Overview

We are looking for an energized, highly motivated and data-driven Client Success Associate to support Client Services with various responsibilities vital to department operations. These activities include, but are not limited to, daily quality assurance audits (for both core ILS and add-on products), supporting various data entry and migrations, partnering with Client Success Managers to support ticket completion, preparing onboarding documents, report generation, constructing listings, implementing products and ensuring timely photoshoot scheduling for key accounts and large onboarding projects. The CSA will also be responsible for reporting product concerns discovered during auditing to our CS and PDE team. The CSA role will be vital to enabling CSMs to provide top tier service to key accounts, supporting large onboarding projects, completing regular audits and data entry to ensure product health while identifying and escalating product issues impacting CS operations and client expectations.

To be successful as a CSA you will need to have a natural eye for detail and a passion for creative problem solving and managing complex projects. The purpose of this role is to enable more time for the CSMs to focus on providing proactive account management to key accounts while ensuring we are delivering quality products and optimum performance.

What You'll Do

• Support CSM’s with constructing listings, implement products, answer service tickets and generate reporting
• Enter cancellations into Salesforce and complete cases to ensure accuracy of cancellation processing
• Conduct daily Q/A audits on all products recently onboarded for service. This includes but is not limited to: auditing for necessary access to Google or Facebook, closely monitoring, managing and reporting on our team QC audit
• Support the CS department with ad hoc data entry and migration to our internal systems (Django, Salesforce and Reputation portal)
• Identify and communicate opportunities for product improvement
• Present performance metrics and contract details in QBR meetings
• Perform regular check-ins with onsite leasing teams to test lead delivery, attribution, and ensure client satisfaction

Who You Are

• At least 2 years of experience in a customer support role, ideally in the fields of Property Management, Marketing, Multifamily, or PropTech
• A self-starter with a drive for personal growth
• Start-up experience is preferred 
• Strong attention to detail
• Strong written and verbal communication skills
• Able to thrive in a fast paced environment
• Experience with interpreting data and using data to tell a story
• Experience with Excel and Google Sheets
• Familiar with property management systems such as RealPage, Entrata, AppFolio, etc.
• Experience with Salesforce and syndication feeds is preferred
• Experience with Tableau, Django, Front, and MetaBase is a plus

What We Offer

-401k plan + 3% company match

-Stock options

-Excellent medical, dental, vision insurance options with up to 100% premium coverage

-FSA, HSA, Life insurance, and Short & Long-term Disability insurance

-Up to 12-weeks of paid parental leave

-Flexible vacation policy - work hard and take time off when you need it

-Health & wellness and internet reimbursements

-Group training and individual professional development programs

-Team activities, virtual company-wide hosted games, and virtual happy hours

-Weekly insight into company metrics

-Employee Resource Group (zERG) that celebrates all communities - Black, LGBTQIA+, Women, Asian & Pacific Islanders, and more! zERG works together to create safe spaces for candid conversations

-Hackathons (not overnight!)

Life at Zumper

While our hearts remain in San Francisco where we were previously headquartered, we are now a remote-first company that embraces a flexible and distributed workforce. We believe in the power of remote work and encourage our team to work from wherever they are most productive. Join us as we continue to innovate and collaborate across time zones and geographies!

We care deeply about diversity and inclusivity. We are fostering an environment that celebrates individuality and enables you to be your best self. As an equal opportunity employer, we welcome all applicants regardless of gender identity or expression, sexual orientation, national origin, religion, marital status, veteran status, age, disability, or race.

Please note

Zumper does not accept unsolicited resumes from staffing vendors, including recruitment agencies and/or search firms. Please do not forward resumes to our jobs alias, Zumper employees, or any other company location. Any submittals without a prior signed agreement will become property of Zumper.