Customer Success Associate

What we do and why we do it

As the leading end-to-end investment platform for single-family rental homes (SFR), our mission is to make real estate investing radically accessible, cost effective, and simple. We successfully merge our passion for helping investors build wealth through real estate with cutting edge technology that transforms the way they do it.

How it’s going (and growing)

With a talented team of 600+ Roofsters, our collaborative, can-do culture is what fuels our growth. In 2022, we closed on our Series E, raising $240 million, and have offices in California, Texas, and New York as well as many remote opportunities. Our growth includes recent acquisitions of Stessa (financial and asset management software) Rent Prep (tenant screening and placement service for landlords), and Mynd (property management platform for both Retail and Institutional investors).

About the Role:
At Mynd, we’re not just in the business of managing properties, we’re in the business of building careers. Our  Customer Success program is designed to transform ambitious early-career professionals into skilled property managers, ready to tackle the challenges of the real estate industry. Over the course of the program, you’ll undergo comprehensive training, coaching and shadowing, and gain real-world experience in various aspects of property management, and once you’re qualified, you’ll be eligible to be promoted into a property management role. From property maintenance to financial reporting and project management, you'll learn from the best to become the best. This opportunity is ideal for someone who has knowledge, experience and passion for great customer service, a deep interest in real estate and technology, and a desire to learn and grow. Some experience in property management and / or real estate is great, but not required. Join us if you're ready to grow your career and help shape the future of real estate.

Responsibilities:

• Assist experienced property managers to manage and optimize the performance of their portfolios.
• Participate in regular assessment and feedback sessions to track your progress and identify areas for improvement.
• Collaborate with peers in the program, sharing insights and learning from each other's experiences.
• Deliver timely and exceptional customer service to investors and residents. Proactively engage with investors and promptly answer their questions via phone and email.
• Communicate directly with investors when questions arise by providing quick and comprehensive responses.
• Assess and research investor inquiries, gaining insight into underlying issues.
• Schedule and monitor tasks across internal teams, following our Standard Operating Procedures (SOPs).
• Provide coverage for portfolios when others are out of the office.
• Assist with administrative tasks and help Property Manager’s clear out queues.
• Maintain accurate property and rental information within our system, collaborating closely with internal teams for data integrity.
• Cultivate strong relationships with your customers and colleagues.
• Embrace flexibility by undertaking ad-hoc tasks and projects as needed.

Qualifications:

• 2+  years of work experience in a customer-service focused field. Property management experience is a plus but not required. Promising graduates will also be considered.
• Must have an active Real Estate License or willingness to obtain Real Estate License within 90 days of start date, as well as a Property Management License if applicable with state law.
• A drive to help customers get results.
• A passion for building a career in real estate.
• Exceptional communication and interpersonal skills. 
• A proactive mindset, with a willingness to take on challenges and adapt to new situations.
• An understanding of fiduciary principles and ability to interpret financial and accounting statements.
• A growth mindset, critical thinking skills and the ability and desire to solve complex problems.
• A can-do attitude that flourishes in cross-collaboration, fostering strong team morale.
• Embrace a culture of innovation by speaking up with ideas and volunteering for process improvements.
• Understanding and ability to interpret various financial statements and basic accounting is a plus.
• Take charge of tasks and projects with a proactive approach and a can-do attitude.

Location

Remote within the Greater Reno Nevada Area

Compensation

$60,000 annual base salary.  The compensation range may be adjusted based on experience and location.

Pay Transparency

Our compensation reflects several US geographic markets. The base pay for this position represents the expected salary for this position.  Ultimately, in determining your pay it will be based on several factors including location, job-related knowledge, skills, experience and other job related factors.  Roofstock is a total compensation company; the base salary is only part of our total compensation package.

Competitive & Unique Benefits Package:

• Generous PTO Policy
• 13 Paid Holidays
• Volunteer Time Off
• Paid Parental Leave
• 401k Program
• Wellness and home office/cell phone subsidies
• Robust health, dental, vision insurance, and more

Must be authorized to work in the U.S. is a precondition of employment and we are unable to sponsor H1-B Visas at this time.

Any offer of employment is conditioned upon the successful completion of a background investigation.

Commitment to Equal Employment Opportunity 

Roofstock is an equal opportunity employer. In keeping with the values of Roofstock, we make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.

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