Member Services Specialist
We are seeking an empathetic, motivated and professional individual for the full-time position of Member Services Specialist. You will be based in our downtown Palo Alto office and will be our first point of contact for prospective and current members looking for help.
We are an experienced team backed by Andreessen Horowitz, GGV Capital, working at the intersection of consumer real estate and hospitality, and we are reimagining what it means to be a homeowner and resident. We strive for a professionally rewarding, fun, and diverse working environment with the ambition to change the world.
As a Member Services Specialist, your primary role is to help us offer unparalleled service to our current and prospective members by making sure every interaction with a customer is positive, and that every issue and question is quickly responded to and solved.
About you:
- You think human connection should be a priority in life, product and the workplace
- You have an unstoppable curiosity
- You have a level of energy that’s above the mean of your peers
- You love taking on hard problems
- You have an obsession for providing extraordinary customer service
- You are empathetic, kind, thoughtful, responsive, and timely
- You are trustworthy, independent, and with a customer-comes-first attitude
- You can be available some weekends and some holidays
- You live in or can relocate to the south Bay Area. Relocation bonus is available
- You are convinced an early stage venture backed startup with big dreams is right for you
What you will do
- Help source potential homeowners via Craiglist, real estate sites, and more
- Work with marketing and product to better communicate our value prop via ads, copy on our site, and more
- Respond to potential homeowners in real time via phone calls, emails, texts, chats, and more
- Quickly, efficiently, and empathetically understand key concerns and either address them or route them to the another team member who can best the serve the customer
- Anticipate and solve member issues
- Assist with improving our internal processes, systems and internal and member-facing help articles with a mindset of efficiency and growth
- Other duties as required as we reimagine the homeowner experience and grow
- Learn, work hard, and have fun
Required Knowledge, Skills, Location, and Availability:
- Bachelor’s degree, preferably in hospitality, hotel management, real estate or related field
- Familiarity and experience working with homeowners and renting properties
- Experience at a customer-centric business or startup and hospitality is a big plus
- Excellent command of the English language - both written and oral
- Additional languages is helpful
- Customer-service focused and detail oriented
Required licenses and certifications:
None!
If you have the dream to make an impact on a small team and grow as a leader, please respond with a cover letter and your resume.