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Customer Experience Specialist - Contract Role

| Greater NYC Area

Minimum time for project: Minimum 3 months with potential to convert into a full-time role

Roomi's goal is to make it as easy to find an apartment as it is to find a hotel. As part of young startup, you’ll be a crucial part of Roomi's customer experience team. While focusing on supporting, assisting and troubleshooting user issues through live chat, you will also be part of the liaison team communicating with marketing and product. You will be reporting to the Senior Customer Experience Manager.

RESPONSIBILITIES

  • Work across departments and collaborate to ensure all tickets are handled correctly
  • Proactively and independently works to meet goals by following workflows to understand urgency and importance of assigned tasks
  • Displays patience, empathy, a unique ability to manage stress, the ability to work under pressure and adapt to adverse situations
  • Work closely with Listings and Security to identify potential users/listings that may be of threat to the Roomi Community
  • Our customer experience is paramount to our success so we will lean on you to make sure that they have the best experience possible when using the Roomi platform.

REQUIREMENTS

  • Strong problem solving skills
  • Strong multitasking skills, ability to handle several tasks along with responding to users
  • Experience with refunds and billing
  • Strong team player - you’re not afraid to ask questions to flag issues you are unsure of
  • Experience with high volume live chat and ambiguous situations
  • Superb at communicating upwards, laterally with responsibility for your own metrics
  • Experience with different software systems
  • Comfortable being a sole contributor

THINGS TO CONSIDER

  • Bachelor’s degree or equivalent
  • Experience in startup/tech industry prefered
  • Candidates will be tested on their ability to quickly answer questions in a real-time chat environment during the interview process
Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • MySQLDatabases

Location

We are located in the heart of Flatiron in an area with super trendy bars, restaurants, parks, and shops.

An Insider's view of Roomi

What are some social events your company does?

Roomi treats its employees to monthly social events like Spin Cycle class, Rock Climbing, Shuffleboard, Company Dinners, Arcade night…just to name a few. And if you’re not into that sort of thing, you can join a daily meditation group started by one of our team members. Roomi team members work, play and get grounded together.

Kit

Listings Manager

What's the biggest problem your team is solving?

We're building a product for an experience that has both online and offline components. We are constantly iterating how we can improve the product experience to encourage users to use Roomi for the entire end to end experience of finding a roommate, from search all the way to move in.

Sherry

Product Designer

What are some things you learned at the company?

A major realization I've had at Roomi was that having excellent and supportive team members is key in the workplace. I've been really fortunate to collaborate with such passionate and encouraging colleagues, some have even become close friends, which has made so many projects feel challenging yet enjoyable.

Chumi

Visual Designer

What are Roomi Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Fully paid for employees!
Vision Benefits
Fully paid for employees!
Health Insurance Benefits
Fully paid for employees!
Life Insurance
Wellness Programs
Discounted gym memberships at NYSC and NYHRC
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
12 weeks paid leave for primary caregiver and 3 weeks for secondary caregiver. No vesting period, fully paid salary, continued health benefits coverage, continued stock vesting, etc.
Flexible Work Schedule
WFH Wednesdays! We value quality of work vs. hours in office.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences