Customer Advocate and Escalations Manager - Remote

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Zumper believes finding a new apartment is more than just a move, it's a fresh start. We are on a mission to change how people rent, forever. To make it easier, faster, and more human-where renting an apartment is as easy as booking a hotel. By making our vision a reality, we're creating opportunity for everyone to live better-from one fresh start to the next.
Zumper is the third-largest, fastest-growing rental platform in North America-supporting over 90 million people every year and helping one in three Americans find their next place. To date we've raised over $150 million from Kleiner Perkins, Goodwater Capital, Headline, Dawn Capital, and the Blackstone Group.
We're proud to have been named a 2021 Best Startup Employer by Forbes and a 2021 Best Place to Work/Company with the Best Benefits by BuiltIn SF. Changing the way the world rents requires passion, bold ideas, and bright minds. Join us in building the future of renting, today.
The Customer Advocate and Escalations Manager is a member of the Customer Operations Team at Zumper, which leads and handles customer contacts resulting from product, services, account management, customer experience, adoption, and renewal-related topics. This team brings strategy, structure, executive attention, and additional internal resources to customer challenges that would otherwise result in a high level of customer dissatisfaction. You will be responsible for handling and working towards resolution of high-touch customer critical issues, analyzing escalation trends, and reporting back to leadership on the drivers of customer dissatisfaction. This is a growth role at Zumper requiring an individual who can take charge in high-stress situations and give direction to both customer personnel and to Zumper engineers to drive expeditious resolution of incidents.
What you'll do:

  • Independently drive and supervise sophisticated partner concerns from initiation through resolution by developing a successful plan while partnering cross-functionally with other teams and internal key partners.
  • Report and advance efforts to resolve complex customer experience problems
  • Lead support response both with the customer and internally to key team members and senior leadership.
  • Make recommendations to Senior Leadership of any developments and action plans. Sets customer expectations and provides updates regarding troubleshooting and resolution action plans in external communications.
  • Provide process improvement recommendations for improving customer experience
  • Analyze customer concern trends and produce strategic recommendations to proactively address systemic issues
  • Review and refine Escalation Management process, protocols, and dashboards
  • Restore the customer's confidence in Zumper and Zumper products


What we're looking for:

  • 5+ years of account management, consultation, project management, escalation management, and/or technical support experience
  • Ability to communicate sophisticated ideas effectively verbally and in writing with both customers and internally at Zumper
  • Strong customer service with the ability to make good judgments and quick decisions
  • Ability to effectively prioritize and complete tasks in a high-pressure environment
  • Ability to establish relationships and influence Senior Leadership
  • Ability to have difficult conversations with multiple levels within the organization
  • Ability to collaborate with peers and work cross-functionally as needed with Product and/or Engineering teams
  • Proven knowledge of ITIL frameworks (Incident, Escalation, Problem primarily)
  • Negotiation, mediation, and conflict management skills
  • Rotating on-call weekend work as the business requires as well as holiday coverage
  • Critical thinking, decision-making ability
  • Strong data analytics and report management skills
  • Ability to prioritize multiple customer escalations at varying levels including case documentation
  • Understanding of a wide array of software, SAAS platform technologies
  • Zendesk, Jira, Confluence, Google suite experience are a plus Nice to have


What We Offer

  • 401k plan + 3% company match
  • Stock options
  • Excellent Medical, dental, vision insurance options with 90-100% premium coverage
  • FSA, HSA, Life insurance, and 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 credits, home office set-up support, and internet reimbursements
  • Group training and individual professional development programs
  • Team activities, game nights, and happy hours
  • Weekly insight into company metrics
  • Employee Resource Groups (Black Lives Matter at Zumper, Out@Zumper, ZAPIAH: Zumper Asian & Pacific Islander American Heritage, zWomen) that create safe spaces for candid conversations


Life at Zumper
Zumper HQ is located in the heart of downtown San Francisco, next door to the iconic Transamerica Building. From hubs in Los Angeles, Scottsdale, Chicago, Providence, and Miami to home offices across the US, we are lucky to have a distributed team of 200+ employees.
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).
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.

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Location

Zumper HQ is located in the heart of downtown, next door to the iconic Transamerica Building - just an 8 min walk from the Montgomery BART station.

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