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Customer Success

As our Customer Success Champion, you will be the helping hand our users count on, combining your love of technology with your love of helping people. To your teammates you will be the pulse of our users, a customer expert, always ensuring their voices are heard.

Our customers are our top priority, and we believe that a seamless and memorable customer experience can only be driven by a happy and engaged Landlord Studio team.

We’re a high growth and agile software company that draws experience from both the real estate and financial services sector, with backing from prominent Angel and VC investors, including Blackbird Ventures.

What you’ll do

You’ll learn the ins and outs of Landlord Studio. You will have total mastery of our product, helping users wherever they need it: Email, Forums, Twitter, Facebook, Intercom Live Chat.
 
Through your conversations with our users, you’ll understand their needs and concerns, and be continually thinking proactively, anticipating their future questions. And, of course, you will keep our knowledge base up to date so that your insights can be shared with both the rest of the team and our users.
 
We need someone with deep empathy for our customers and a desire to help them be successful.
 
You will also be working closely with our product owner to help prioritise feature development based on what our user requests, ensuring that our roadmap is driven with our community needs in mind.
 

Responsibilities

  • Conduct customer onboarding calls.
  • Engage with our Facebook community.
  • Ensure our customers have a quick response time by staying on top of our support tickets.
  • Manage customer communication channels to keep everyone updated on feature releases and increase in-app engagement.
  • Assist our social media marketing.
  • Follow up with users that have cancelled to gather feedback on how we can improve our service.
  • Help direct product development based on user feedback.
  • Keep our knowledge base up to date.
  • Always be on the lookout for how we can better serve and delight our users.

Requirements

  • Working hours are between 5am – 1pm (most of our users are in the USA and UK)
  • You have impressive communication skills.
  • You thrive on helping others in a fast and friendly way.
  • You’re empathetic and patient, willing to take time to understand a customer’s needs, and know that patience and understanding are the most important ingredients in helping a customer with their concerns. Even the smartest people make mistakes.
  • You are proactive and enjoy diving into the details to solve tricky problems.
  • You can express yourself succinctly in writing.
  • You love a good GIF!

Benefits

  • This is a permanent, full-time position based in Auckland (we are looking at new office space so come help kit it out!)
  • Share options, our success is your success.
  • We provide all the shiny new equipment you’ll need.
  • Start date ASAP.
  • You must be legally entitled to work in NZ.
  • Applications close when we find the right person.

If you’ve made it this far, we want to hear from you! Apply now by emailing us your CV and a brief cover letter.

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