Zumper is on a mission to make renting an apartment as easy as booking a hotel. With 70 million users (1 in 3 US adults) and 150 million visits, we are empowering people to rent smarter! Our success has generated support from top-tier investors for a total of $150m in funding (Series D). We realize that changing the way the world rents requires passion, bold ideas, and bright minds. Join us and build the future of renting, Today.
The Solutions Specialist at Zumper is a pivotal function to our Customer's Success. In this role, you will handle both internal and Customer initiated issues from beginning to resolution, ensuring the customer experience is successful. Reporting to the Director of Customer Support Operations, the Solutions Specialist will assess the customer's problematic situation, define success criteria, and then communicate a plan to a customer and relevant partners. You thrive on taking preventative measures to prevent heated escalations, proactive steps during an active escalation, maintain consistent and predictable communication, and follow up to ensure success criteria is met post-escalation. This role requires excellent relationship development skills, the ability to think outside of limitations, and a personality that excels in a paced environment. You will work both cross-functionally within Zumper departments and within Customer Operations. Organization.
What you'll do:

• Resolving inbound customer email inquires (both internal and external inbound inquires which can come from any channel) efficiently and successfully
• Stay on top of our latest creation tools, website, and functions to provide solutions to difficult issues
• Figure out solutions should be advanced to our Training team to improve our effectiveness in front line customer support
• Monitoring and maintaining business SLA's for response times
• The work you will do will drive a better user experience for our customers and ensure that Customer Operations is connected to the direction of our growing product
• Work cross-functionally with other teams to iterate our tools, processes and policies as appropriate

What we're looking for:

• 5+ years of Technical Support or escalation handling experience
• Ability to exercise effective judgment, sensitivity, and creativity to changing situations
• Excellent organizational and project management skills
• Adaptable, professional, courteous, motivated and can work well as an individual contributor or as a member of a team
• Demonstrated problem-solving skills
• Strong communication (verbal and written) and customer handling skills
• Perform well under pressure and fast paced
• Experience presenting complex information in a clear and concise manner

What we offer:

• Great medical, dental, vision insurance options with 90-100% employee premium coverage
• 401k plan + 3% company match
• Stock options
• Flexible vacation policy; work hard and take time when you need it
• $150/month mass transit/rideshare stipend
• $65/month gym reimbursement
• Catered meals and stocked kitchen with coffee, snacks and beverages
• Team retreats every quarter
• Team happy hours
• Weekly insight into all major company metrics
• Up to 12-weeks of paid parental leave

Life at Zumper
Zumper HQ is located in the heart of downtown San Francisco, next door to the iconic Transamerica Building. With offices in Chicago, New York, Providence, and Scottsdale, we are lucky to have 200+ team members across the US.
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. We are committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the hiring process, to perform crucial job functions, and to receive equitable employee benefits. (Please contact us to request accommodations).
We are proud to have been awarded Forbes America's Best Startup Employers 2021, 2021 SF Best Places to Work and, 2021 SF Companies with the Best Benefits.
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