Department: Customer Success

Reports to: Business Support Team Lead

Position type and expected hours of work: full time, flexible timetable depending on the market and client needs.
On a daily basis: Monday-Thursday 09.00-18.00 (one-hour lunch break), Fridays 09.00-14.00. Occasionally overtime will be required due to events, important calls or meetings.

EU Customer based: 9:00 - 18:00
US Customer based: 12:00 - 21:00
Working with rotating shifts, we occasionally ask for you to work until 10pm when needed - including Fridays.

Role Overview:
The Business Support Specialist will provide an accurate and outstanding customer experience to Rentals United clients and partners online or via telephone.

How will you do that?

Customer Support (70%):

• Acknowledge, investigate and provide solutions on tier 1 technical issues, invoicing issues, business requests.
• Troubleshoot. Being able to systematically break down an issue to identify the root cause.
• Analyze, identify and categorize technical issues.
• Understand how information travels between partners of Rentals United depending on the connection/integration.
• Make sure the customers understand how to use the Rentals United features, tools, functionalities.
• Be able to provide the customers with advice on how to prevent issues (not only solve them).
• Track and check tickets from clients and partners, escalating when necessary.
• Management of critical cases and escalate them if it is required.
• Work closely with other areas and departments (sales, KAMs, Onboarding) and with our IT Support development office in Warsaw.

Automations and Emails:

• Reporting on all Automation Email Performance
• Calendarizing all communications, either following the current process or changing it, making sure this is as efficient as possible.
• Constant optimization of this communication. You have the responsibility to meet performance benchmarks for all types of emails.

Relationship management & Retention (15%):

• Develop and maintain collaborative relationships with key clients
• Establish and maintain active and constructive relationships with other teams in the organization to achieve better results
• Take feedback from customers and share it with support teams
• Manage a portfolio of small client accounts (10-19 properties) or (MMR classification)

Investigation & innovation (10%):

• Proactive and resourceful by using the documentation and tools provided.
• Develop and improve our current service, bringing your own ideas.

Data management (5%):

• Work with different CRM systems (Zendesk & Hubspot) and organize the daily records in order to keep the track of the full management cycle.

KPI’s for your role:

First Time Reply, Full Resolution Time, MRR Retention, CSAT, NPS.

Required education and experience:

• Proficiency in English + second language business level (1 of 4 RU main langs)
• Technical background
• Knowledge of Google Suite mainly for reporting and documentation Understanding of Vacation Rental Business, Property Management Software, Vacation Rental Sites, or Online Travel agencies
  

Required attributes:

• High energy level
• High self-confidence
• Hardworking
• Self-disciplined
• Self-motivated
• High perseverance mindset
• Achievement and result oriented
• Good communication and listening skills

What we offer you:

• A dynamic and multicultural environment, with more than 15 nationalities to meet.
• Clear opportunity to develop a complete career with us.
• Friendly environment. We don’t understand work without a team. We love to organize different fun activities and events together.
• Leave the suits at home - Be you at RU!
• We support the work-life balance of our colleagues. Autonomy, flexibility and of course, our working from home scheme.
• Early finish on Fridays (2 pm).
• Competitive fixed salary + bonus for target achievement.
• Flexible Wage options or Benefits applicable to your country*