Customer Experience Specialist

Are you ready to be the superhero of support, wielding your empathy and problem-solving skills to transform every interaction into a positive and memorable one? 

As a Customer Experience Specialist at TurboTenant, you won't just answer questions; you'll be the first voice our customers remember, building trust and forging strong connections with landlords and renters. This isn't about scripts or closing tickets; it's about precision, speed, genuine empathy, insatiable curiosity, and proactive thinking in every single touchpoint. 

If you're eager to make a profound impact and truly own the customer journey for one of Colorado's fastest-growing companies, this is your stage to shine!

In this role, you'll be at the forefront of shaping incredible experiences and driving real impact. You will:

• Be the authentic voice of TurboTenant - You’ll build meaningful relationships and provide top-tier support to our landlords and renters through chat, email, and phone.
• Educate and influence to drive adoption - Guide landlords to understand how TurboTenant can solve their pain points and align with their goals.
• Own the customer issues - Anticipate challenges, ask smart questions, and prioritize resolution with empathy and accuracy. You’ll make every customer feel truly heard and valued.
• Embrace our dynamic energy - We move fast, and you'll thrive on change, bringing a positive attitude and adaptable spirit to every new challenge.
• Set a high standard - Be proactive, detail-oriented, and continually improve how you support customers and collaborate with your team.
• Contribute ideas - Participate in feedback loops and help improve how we support and engage users.
• Collaborate cross-functionally - Share patterns and insights with Product, Growth, and Sales to inform improvements.
• Build our knowledge base - Spot content gaps and contribute to creating helpful articles and support materials that empower everyone.
• Troubleshoot with confidence - Expertly guide users through basic technical issues, providing clarity and professionalism every step of the way.
• Champion our brand - Communicate with heartfelt empathy and crystal-clear clarity, always reflecting TurboTenant’s authentic tone and values.
• Safeguard trust - Handle user data with the utmost care and uphold security best practices with unwavering diligence.

Your Superpowers

To truly excel and dominate in this role, you'll bring these unique strengths:

• Experience in customer support (bonus for SaaS, prop-tech, online customer support services, or retail sales experience)
• Stellar phone prowess - an active listener who communicates clearly and confidently
• Skilled at task-switching - moving between systems, conversations, and priorities without losing focus or dropping details
• A fast and accurate typing speed - you’ll be handling real-time chat and tickets where speed and quality matter
• Quick learner - you’re energized by new tools, changing processes, and expanding your knowledge without needing to be handheld
• A genuine passion for helping people and crafting seamless customer experiences. You care about our users, not just solving tickets. You know how to make someone’s day, even when things don’t go perfectly.
• Tech-savvy - fluent with tools like Google Workspace, Slack, Zoom, and Microsoft Office; bonus points for Intercom, Zendesk, AirCall, Stripe, and similar platforms
• Sharp attention to detail and strong organizational skills - you spot what others miss and keep your workflows clean
• Curiosity and initiative - you dig for answers, find root causes, and speak up when something doesn’t feel right. You’re ambitious and want to get better every week.
• A growth mindset - you seek feedback, crave learning, and take ownership of your personal and professional development
• Flexibility and reliability - you’re open to weekend shifts, jumping to take open shifts, and when things shift, you adjust without complaint.
• Ownership over your outcomes - you stay until the job is done, whether that means helping a teammate troubleshoot, closing out one last ticket, or handling a tough customer case with grace.
• Bonus - Experience in accounting, finance, or bookkeeping is a plus!

Your Launchpad for Growth

TurboTenant’s Customer Experience team isn't just a role; it's your launchpad for becoming a future leader across our company. You'll gain deep product knowledge, sharpen your problem-solving skills, and get a front-row view into the business. Many of our strongest team members have moved into roles in product, sales, and marketing. If you’re looking to grow, Customer Experience is a powerful place to start.

TurboTenant is proudly located in Fort Collins, Colorado, recognized as one of the best places to live in the U.S. This is a hybrid role, and you’ll be in the office 2-3 days per week to connect with your team and collaborate cross-functionally. #LI-Hybrid

To be considered for this role, you must be available to work weekends and have flexibility for occasional schedule shifts based on team needs.