Customer Support Representative

Delivered world-class customer experiences by interacting with users via phone, email, and chat to proactively address their most important concerns. Advocated for the needs and concerns of Hosts and Guests, influencing product improvements to enhance the customer journey. Leveraged product expertise to assist internal teams in maintaining exceptional service standards. Embodied the brand’s voice by showcasing a friendly and solution-oriented approach in all interactions, strengthening brand's reputation.

Provided exceptional support to property managers, owners, and maintenance technicians in a high-demand, fast-paced SaaS environment. Collaborated with internal teams to troubleshoot technical issues, enhancing client workflows and system optimization. Demonstrated adaptability to seasonal demand, contributing to high client retention by resolving inquiries quickly and accurately. Communicated effectively to help clients leverage software features for improved property maintenance efficiency.

Directed a team of 40+ customer service representatives, delivering continuous coaching and performance feedback to enhance individual and team productivity. Strategically analyzed KPIs and implemented targeted improvements, achieving a 20% increase in customer satisfaction and contributing to consistently high service levels. Served as the final point of contact for escalated customer concerns, leveraging strong analytical and communication skills to deliver empathetic, effective resolutions. Conducted regular team meetings to share critical company updates, align on goals, and foster a culture of collaboration and accountability. Championed career growth by mentoring team members, facilitating training sessions, and promoting internal opportunities to boost morale and retention.

Managed client data and documents using CRM software, streamlining interactions and improving customer relationship management. Enhanced website visibility through SEO strategies, driving a 30% increase in web traffic. Provided administrative support by booking travel arrangements and managing executive schedules.