Funnel Leasing Inc., is hiring for a Customer Support Specialist that can ' work from anywhere' in the U.S. As a Customer Support Specialist , you will play a crucial role in collaboration and communication between Customer Success, Product, and our industry leading clients. You'll support customers across multiple channels, and work closely with the Customer Success team to deliver a world class experience to our customers whilst continuously improving our processes and efficiencies as we grow.

**Why Funnel?
**We are a 'work from anywhere' in the U.S. SaaS company that centers our services on the renter experience. We develop amazing software that has revolutionized the #proptech industry. And did we mention we have an amazing team that is on #FunnelFire!? Oh, did we forget to tell you we have unlimited PTO, benefits that begin on your first day of employment, P.I.N.K. core values that ROCK, and our team puts the FUN in Funnel!

Employees may be eligible for various benefits. Generally, we provide employee access to:

• Health insurance
• Dental and Vision insurance
• Company paid Life/AD&D
• Long-term Disability insurance
• Short-term Disability insurance
• Term Life insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Retirement Plan - 2% company match
• EAP

In addition to these benefits, we also offer

• Benefits effective on first date of employment
• Remote-first; work from anywhere within the US company culture
• Unlimited Discretionary Time off & Sick Leave
• 15 paid holidays
• One time remote work stipend
• Employee recognition program
• Employee-led Groups (ELG's)

Who is Funnel Leasing?

Have you ever rented an apartment and wished the process could be better? At Funnel we do too. We know we need to make the process of renting an apartment as easy as purchasing socks on Amazon. We've created cloud-based marketing and leasing software that delivers the ultimate rental experience for everyone involved in the process. We're in the process of transforming the real estate industry through cutting-edge technology built, sold, and supported by the most passionate people you'll meet.

Click here to learn more about Funnel and our innovative team members across the country.

The Customer Support Specialist's essential roles and responsibilities include, but are not limited to the following:

• Deep customer focus. You'll be the front line of support for our customers. You are passionate and dedicated to their success, compassionate to customer issues and you take the time to deliver support at the highest quality.
• Insatiable curiosity. Be conversant in our top clients' business needs and the industry. Develop a mastery of the Funnel product and the ability to keep up with our rapidly changing tech capabilities.
• Technical troubleshooting & problem-solving. Quickly identify causes to customer issues, and provide well articulated feedback/escalation information to Product.
• Autonomy. Deliver results autonomously with minimal direction or guidance.
• Eye for process improvement. Support the Customer Experience team with operating improvements, education and documentation, and identifying best practices.
• Stellar communication. Distill and translate technical concepts to both technical and non technical user

Culture

• ****Create a culture of continuous improvement and learning for individual professional development
• Foster collaboration within team and across the company
• Performs other duties as assigned and modified at manager's discretion

Education, Work Experience, Knowledge, and Certifications

• 4+ years of customer support experience. Ideally, you'll have worked in technical customer support or technical troubleshooting before.
• Experience in Tier 2 or escalated support issues requiring complex troubleshooting.
• Legal authorization to work full time in the USA (we can't sponsor visas for this role).
• Excellent verbal and written English skills.
• You love to troubleshoot and have a keen eye for detail & identifying patterns in customer contacts and feedback.
• A strong sense of ownership and responsibility, especially under pressure.
• We're working towards a 24/7 support experience, so flexibility in your schedule is a must.
• The ability to receive and offer constructive feedback and work to maintain our company values and collaborative culture. Our team is mostly remote, so we work hard to stay connected & you need to be a strong team player.
• You're comfortable with live communication. We support our clients across multiple channels including email, chat, phone/virtual meetings. We also communicate internally with other teams on a daily basis - so great communication skills are essential in this role

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Funnel, we are committed to building a proptech company that is as diverse as the multifamily industry we serve, and that means to not only live our inclusivity, but also to support and encourage it among all society. If you are excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.

Travel : <5%

Equal Employment Opportunity

Funnel provides equal employment opportunities to all qualified individuals without regard to race, creed, color, citizenship, religion, national origin, age, sex, familial or marital status, pregnancy, military or veteran status, sexual orientation, gender identity or expression, genetic information, disability, or any other legally-protected status in accordance with applicable local, state, and federal laws, regulations, and ordinances.

Americans with Disabilities Act

Employee must be able to perform all essential job functions, with or without reasonable accommodation.

Job Responsibilities

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. Funnel may change the specific job duties with or without prior notice based on the needs of the organization.