Senior Customer Support Specialist
Nomad Labs IncProperty Management company
Denver, United StatesSenior
Operations & Strategy
About the role
TL;DR
Own customer issues end-to-end, guiding them through payments and lease modifications.
- •As a Senior Customer Support Specialist, you will be the primary support partner for Nomad's rental property owners and tenants across the full lifecycle of their lease.
- •You'll handle a high volume of inquiries across phone, SMS, email, and ticketing systems—with the majority of your time spent in live conversations.
- •Key Responsibilities Own customer issues end-to-end across multiple channels (phone, SMS, email, tickets), taking full accountability from first contact through resolution.
- •Guide customers through payments, ledgers, and lease modifications, explaining billing details, processing lease breaks and addendums, and resolving financial questions.
- •Triage and route complex support questions to the right internal teams while maintaining ownership of the customer relationship.
- •Navigate Nomad's platform expertly to unblock stuck customers and assist owners and residents.
- •Proactively drive product adoption by engaging property owners to ensure they extract maximum value from Nomad's offerings.
- •Requirements 2+ years experience in customer service, customer support, onboarding, or real estate.
- •Proven ownership mindset: You take full accountability for problems from start to finish.
- •Multi-channel communication skills: Strong phone presence and ability to handle high-volume customer interactions.
- •Technical aptitude: You rapidly learn new tools and systems.
- •AI proficiency: You leverage AI to draft responses and build efficient workflows.
- •Experience with CRMs and Google Suite required.
Required skills
CRM
Nice-to-have skills
HubSpot
Domain expertise
proptech
Benefits & perks
Medical, Dental & Vision Insurance Plans, Team Bonding Outings and Volunteer Days, Dog-Friendly Office, 11 Paid Company Holidays, Company Equity, Short-Term & Long-Term Disability, MacBook, Sick, Parental, and Paid Time Off, Anniversary Rewards, Discounted Employee Brokerage Rates
Tech stack
CRMHubSpot