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Customer Experience Associate

| Greater NYC Area

Do you open doors for strangers or offer your seat on the subway to someone who needs it?

As one of the fastest growing tech companies in NYC and the leader in revolutionizing how Americans move from one home to another, the Updater team gets pretty busy. Our user base is growing like crazy, and we need a few extra hands on deck to keep our users happy!

We’re looking for an extremely organized, self-motivated, and hardworking individual who genuinely loves helping others. Our ideal candidate will have excellent phone and email demeanor, superior research skills, and will be able to juggle working on multiple projects simultaneously. If you love making other people’s lives easier, then this is the role for you.

As our Customer Experience Associate, you’ll be on the frontline to help us understand how we can improve all aspects of our product and service, as well as help us to build out processes to streamline and share customer insights with our Product team. A typical day will include responding to user inquiries via phone, email, live chat, and social media, researching and updating our partnership databases, helping to connect users to reputable moving companies, brainstorming proactive customer engagement campaigns, and more. Best yet, you’ll work alongside an extremely dedicated and motivated team that’s truly dedicated to your success.

What You'll Be Doing

  • Resolving customer issues via phone, email, live chat, and social media
  • Working closely with our Customer Experience Manager to identify and track common issues, questions, and feedback from our users
  • Managing and building relationships with our partners to ensure all account updates go through seamlessly
  • Providing meaningful feedback to the Product and Engineering team to help improve the UI and performance of the application
  • Thinking on your feet to devise creative solutions to any and all problems that arise
  • Serving as a member of our awesome Utilities Taskforce which is dedicated to researching utilities across the United States
  • Gathering and analyzing data about our various customer segments and engagement metrics for each
  • And much more!

What We Expect From You

  • You have at least 1-2 years of relevant CS experience at a high-growth startup
  • You’re passionate about customer service and making things right
  • You are comfortable using a support ticketing system (Desk, Zendesk, Freshdesk)
  • You excel at managing competing priorities and deadlines
  • You’re willing to working weekend or holiday coverage, as needed
  • You’re extremely detail oriented and have excellent written and communication skills
  • You have SQL experience (preferred but not required)
  • You’ve moved at least once in your life and dream of a world where moving doesn’t suck

About Updater

Updater makes moving easier for the 17 million households that relocate every year in the US. With Updater, users seamlessly transfer utilities, update accounts and records, forward mail, and much more. Hundreds of the most prominent real estate companies in the US (from real estate brokerages to multifamily and relocation companies) rely on Updater’s real estate products to save clients hours with a branded and personalized Updater moving experience.

Headquartered in New York City, Updater has raised nearly $100 million from leading investors, including SoftBank Capital, IA Ventures, Commerce Ventures, Second Century Ventures (the strategic investment arm of the National Association of Realtors®), and more. Updater ranked #3 on Crain's 2016 Best Places to Work in NYC, ranking as the highest rated tech company on the list. For more information, please visit www.updater.com.

Updater is proud to be an equal opportunity employer and will consider all qualified applicants regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • ReduxLibraries
    • WebpackLibraries
    • BabelLibraries
    • DockerLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • KoaFrameworks
    • Web ComponentsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • AWSDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • OptimizelyAnalytics
    • Pivotal TrackerManagement
    • SquarespaceCMS
    • IntercomCRM
    • SalesforceCRM
    • IntercomEmail
    • MarketoEmail
    • MarketoLead Gen

Location

Union Square is the core neighborhood for tech in New York City. We love that it's a transportation hub and filled with delicious lunch options!

An Insider's view of Updater

What's something quirky about your company?

We love onesies and the Backstreet Boys!

Sam B.

Success Manager

What's the biggest problem your team is solving?

Lack of squeaky toys. Definitely need more squeaky toys.

Ollie R.

Pupdater

What does career growth look like on your team?

Employees participate in professional development programs including DiSC exercises and individualized growth plans that focus on goals, initiative, expertise, and teamwork (GIFT).

Lindsey D.

VP, People

What unique initiatives do you have that encourage innovation?

One of my jobs is to leverage technology through the entire company. Our philosophy is to scale through technology vs. throwing bodies at the problem.

Ryan H.

CTO/COO

What makes someone successful on your team?

For engineers, come ready to explain what the problems your proposed solution fixes. Be really pragmatic about what it is that you’re trying to contribute.

Blue T.

Director of Services Engineering

What are Updater Perks + Benefits

Updater Benefits Overview

Updater offers Health Insurance, Dental Insurance, and Vision Insurance through Aetna and all are 100% covered by Updater. We also offer Flexible Spending Accounts (FSA), company equity, and a company culture that paves the way for more innovative perks as we grow!

Updater goes above and beyond to make our offices feel like second homes. Employees receive unlimited PTO from their first day on the job, a fully-stocked kitchen at all times, and a support system of encouraging teammates every day. Updater is also known for its regular surprises. From pop-up marching bands to Updaterversary celebrations to “10 days of surprises” for hitting a big milestone, the Updater team keeps curiosity alive and subscribes to the art of surprise.

We take pride in Updater’s transparent environment. Our CEO and team leaders host a full-team meeting weekly to keep employees in the loop and on the same page. We find that being trusted with crucial information and being owners in the company (all employees receive stock options) pushes our team harder to achieve our goals.

Updater also sponsors tons of social events to foster relationships: happy hours, team meals, book club, company trips, ping pong tournaments, and more. Many studies have shown that when employees have friends at work, they’re more productive and performance improves. Updater’s work environment is one where people feel impactful and invested, and where passion and creativity drive innovation. With honest leadership and exceptional teamwork, Updater always goes the extra mile to create an exceptional work and life experience.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We’ve partnered with BenefitWallet to offer a seamless FSA experience, allowing you to allocate pre-tax dollars to spend on qualifying health expenses.
Dental Benefits
Our individual dental insurance plan through Aetna is 100% covered by Updater.
Vision Benefits
Our individual vision insurance plan through Aetna is 100% covered by Updater.
Health Insurance Benefits
We offer a range of healthcare plans with 100% company paid options available.
Retirement & Stock Options Benefits
Company Equity
We offer company equity to all full-time positions over a four-year vesting period.
Child Care & Parental Leave Benefits
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Our vacation policy is flexible!
Paid Volunteer Time
We encourage employees to give back with paid volunteer time through our company-organized volunteer activities.
Paid Holidays
We offer all employees paid time off to observe all major holidays within our calendar year.
Perks & Discounts
Beer on Tap
We have beer on tap from local brews at all times and the team gets to choose/vote on the options.
Casual Dress
We want you to feel comfortable and to be your best self when you come to Updater. Wear anything appropriate, but be sure to look your best and professional for our partners.
Commuter Benefits
We provide pre-tax commuter benefits for all full-time employees to pay for mass transit expenses, such as metro, train, bus and carpooling/ridesharing.
Company Outings
We have company-wide annual holiday parties, summer/winter events for all full-time employees, all-hands strategy days 3x per year, among other team-specific outings.
Game Room
We have a dedicated game/arcade area with ping pong, foosball, board games, video games, puzzles, karaoke and more, for all employees to use whenever they need a break!
Stocked Kitchen
We have a fully-stocked kitchen with unlimited snacks, fruits, coffee, tea, and La Croix (our favorite). We also take ongoing requests too!
Some Meals Provided
Monday breakfasts, Friday lunches, and a few surprises every now and then.
Happy Hours
Various happy hours throughout the year to celebrate our accomplishments and build friendships.
Pet Friendly
Our Pupdaters are the cutest dogs in NYC! Check them out on our "Meet the Team" webpage.
Recreational Clubs
Updater team members have created many clubs based on interest, including sports, book clubs, puzzle clubs, girls' nights, motorcycle enthusiasts, and more!
Fitness Subsidies
Every employee is given a wellness subsidy, and they can choose to invest this subsidy on their fitness goals, mental health, or professional growth — through whatever method they’d like.
Professional Development Benefits
Job Training & Conferences
We partner with LifeLabs to provide company-wide and manager workshops throughout the year.

Additional Perks + Benefits

Ownership in company – equity packages for all employees.
Catered meals – Monday breakfasts, Friday lunches, and a few surprise ones every now and then.
Health and wellness perks – burn calories, take a course, fuel your brain with a health and wellness stipend.
Company offsites – all-hands strategy days 3x per year.
Charitable activities – 5Ks, food drives, charity comedy shows, and more.
Onesie Days – yes, the pajama kind
Regular surprises – previous surprises include massages, a marching band, smoothie bars, and more!

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