Customer Support Specialist at Reonomy

| Greater NYC Area
Sorry, this job was removed at 11:08 a.m. (EST) on Tuesday, July 6, 2021
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Reonomy leverages big data, partnerships and machine learning to connect the fragmented, disparate world of commercial real estate. By providing unparalleled access to property intelligence, Reonomy products empower individuals, teams, and companies to unlock insights and discover new opportunities. 

Headquartered in New York, Reonomy has raised $128 million from top investors, including Sapphire Ventures, Bain Capital, Softbank, Primary Ventures, Georgian Partners, Wells Fargo Strategic Capital, Citi Ventures, and Untitled Investments. Our clients represent the biggest names in CRE, including Newmark Knight Frank, CBRE, Cushman & Wakefield, and Tishman Speyer. 

If you're excited by growth, innovation and the ability to shape one of the biggest markets, join us as our journey is just beginning! 

ABOUT THE ROLE:

As a Customer Support Specialist at Reonomy, you will provide an excellent customer experience via phone, in-app chat, and email. You'll be a pivotal member of our Customer Support team, reducing churn, building MRR, and providing an incredible experience for all of our customers by being a product expert. As a friendly voice of Reonomy you'll arm our users with knowledge, training, and Reonomy best practices to encourage product adoption and feature use. You'll also be the voice of the customer for internal stakeholders, recording product feedback and communicating feedback with our internal Product, UX, and Engineering teams. As a Customer Support Specialist, you'll always strive to embody Reonomy’s core values in day to day operations to maintain professional and enjoyable working relationships with clients and fellow team members.

If you're a personable, gritty & positive person you'll thrive on Reonomy's Customer Success team!

Responsibilities:

  • Resolve inquiries via phone, chat, and email by delivering exceptional client support in a accordance with our quality guidelines
  • Contribute to resources and deliver meaningful product feedback as the voice of the customer to leadership and relevant teams
  • Establish and maintain a professional and positive working relationship with external clients as well as coworkers to promote a cohesive working environment
  • Work closely with our Customer Success Associate team members to support renewals and expansion opportunities
  • Build strong relationships with other team members within CS and the larger company acting as the voice of the customer

About You:

  • 0-2 years experience in customer success or customer service, preferably in a SaaS or CRE company 
  • Strong communication skills both written and verbal
  • Proactive problem solver who's always thinking creatively and strategically
  • Interest in building a career in technology
  • Experience handling inbound customer requests in a various form of channels (chat, phone, email) 
  • Expertise in navigating challenging customer communications in a professional manner 
  • Basic understanding and ability to use Salesforce, Looker, Outreach

Benefits:

  • Competitive salary
  • 100% coverage on medical, vision and dental health plans
  • Company stock options
  • Unlimited Vacation
  • 401k plan and commuter benefits
  • Access to our Continuing Education Stipend
  • Perks: WFH package, FREE ClassPass membership, FREE Headspace premium membership, FREE Citi Bike membership, & team outings!

*Applicants must be currently authorized to work in the United States on a full-time basis.

*We do not accept unsolicited resumes from outside recruiters/placement agencies. Reonomy will not pay fees associated with resumes presented through unsolicited means.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • SparkFrameworks
    • PostgreSQLDatabases
    • LookerAnalytics
    • FullStoryAnalytics
    • DatabricksAnalytics
    • LaunchDarklyAnalytics
    • PendoAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • FigmaDesign
    • MiroDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • IntercomCRM
    • SalesforceCRM
    • HubSpotEmail

Location

All of our employees are remote due to COVID-19 but we also have a small temporary office space that is available to our team as an option!

An Insider's view of Reonomy

What’s the vibe like in the office?

Our office culture and vibe are unlike anything I’ve experienced in past jobs. Everyone is incredibly friendly, hardworking, and humble which allows for a collaborative and enjoyable ecosystem! Our executive team has done a fantastic job of creating a great work culture where I can genuinely say that I enjoy coming to work each day.

Ismail

Manager, Customer Success

What does your typical day look like?

My day starts by fueling up on our catered breakfast then meeting with members of our CS/Sales teams to hear feedback from users. After, we'll huddle as a team and then work with our engineers to spec out a new data feature or project. Later in the day, I can be found vying for the longest road in Catan while enjoying the 360 views from our office!

David

Senior Product Manager

How does the company support your career growth?

Since joining Reonomy my personal career growth has accelerated beyond what I imagined! In addition to the support I receive from my manager, we're encouraged to seek ongoing education. Attending various industry events and conferences during work has helped me be a true expert for my clients which ultimately led to my promotion to Strategic AM!

Colleen

Director of Customer Success

What unique initiatives do you have that encourage innovation?

Here at Reonomy, our teams meet daily across departments to optimize collaboration! Each team member is encouraged to identify areas of growth and take ownership for rolling out high ROI changes. Leaders also work with individuals to leverage their strengths which ultimately improves the performance of our team and creates a strong team unit.

Aviva

VP of Partnerships and Business Development

What are some social events your company does?

Outside of eating together several times every week and having a stocked pantry & common area that people frequent, there is no shortage of opportunities to socialize with fellow colleagues. Activities that Reonomy has hosted in just the past 2 months include game nights, happy hours, team-specific events, and even a summer outing in Central Park!

Steve

Senior Data Engineer

What are Reonomy Perks + Benefits

Reonomy Benefits Overview

Let your salary be used for the fun stuff, we've got you covered on (almost!) everything else- 100% covered health benefits, ClassPass membership, Work from Home stipend (got to love a good at home office set up!) free Citibike and Headspace Meditation accounts!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Reonomy's leadership team is 50% women and we are continuously looking to diversify our team as we grow. Additionally, we have underrepresented minorities on our executive team.
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
100% coverage
Vision Benefits
100% coverage
Health Insurance Benefits
Multiple 100% covered options!
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Reonomy has a Continuing Education program allowing employees to spend up to $1,000+ per year on programs, trainings, conferences, etc. to further develop their personal and professional growth.
Online course subscriptions available
Paid industry certifications
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