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Customer Experience Support Specialist

| Austin
The Company
Perch is transforming the way people buy and sell their homes. Simplifying it all, to the way it should have always been; fair and true to market, straightforward, easy. Every year in the U.S., $1.5 trillion of single family residences transact, generating over $120 billion of fees in a process that has changed little in decades. For the average American, the home purchase and sale process takes months, creates anxiety and is filled with uncertainty and hassle. Perch offers a modern alternative, making one of life's biggest decisions -- the sale and purchase of a home –so stress free, fair and simple that people cannot imagine any other way.

Perch is headquartered in New York City and has 100+ employees in New York and Texas. We have raised $250 million in financing from top tier investors including: Firstmark, Accomplice and Juxtapose. 
 
The Role
The Customer Experience Support Specialist is a customer facing role responsible for delivering ongoing support and guidance to our customers whom reach out directly to Perch. In this role you will focus on ensuring customers questions are answered or directed to the appropriate team member in a timely manner.

The ideal candidate has a history of success interacting with customers and answering customer inquiries. The right candidate will be friendly, organized, trustworthy and works with a sense of urgency at all times, in order to create an exceptional customer experience. One of the things our customers love the most about Perch is the is the level of customer support they receive.

This is a full-time, salaried role, based in Austin, TX and will report to Perch’s Head of Sales. 
 
In this role you will:
  • Be the first point of contact between homeowners and Perch, leveraging phone, chat, text and email communication
  • Handle our inbound inquiries, support lines, and customer chat
  • Direct customer inquiries to the appropriate team member to facilitate the customers needs and drive new customer acquisition 
  • Share customer learnings with our team to help us better serve our customers through a superior online and offline experience
  • Be comfortable working in the ambiguity and shifting priorities that come with an early stage startup
 
Compensation for this role includes competitive base salary in addition to performance based compensation.
 
Skills you will possess:
  • Customer empathy and a desire to delight the customer
  • Strong written and verbal communication skills 
  • Strong drive to deliver results and strong follow-up skills
  • Exceptional organizational skills
  • Willingness to roll up your sleeves

Minimum qualifications:
  • 1-2+ years sales, customer service, or real estate experience preferred 
  • Bachelor's degree preferred
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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages

Location

316 West 12th Street, Austin, TX 78701

An Insider's view of Perch

How does your team reward individual success?

At Perch, we are really big on celebrating both team wins and individual successes. We highlight people who go above and beyond to embody our Perch Values. This is done through monthly nominations that are shared at our Town Halls.

Rich Danner

Customer Experience Manager

How do you collaborate with other teams in the company?

Perch is a hyper-connected company and cross-departmental collaboration is key to our success and culture. On any given day, I am working with investments, contracts, field ops and title to drive conversion. Since we have an office in NY and Austin, teams connect through break outs, zoom meetings, our internal platform and, most notably, Slack.

Samantha Hurley

Customer Experience Manager

What makes someone successful on your team?

By blending our personalities, knowledge, experience and skills to create a cohesive team of contributors, all team members feel valued. Successful team members show grit and drive and stay engaged and excited as we grow. While everybody is great at their individual role that value and connection is ultimately what creates a successful team member.

Kathryn McCurley

Listing Manager

How do you empower your team to be more creative?

As an early-stage fast growing company, we're faced with daily challenges and tall goals. It's important to hold all team members accountable, provide a balance of autonomy and guidance, and create an environment where it's okay to fail. This supports creativity and encourages your team to be resourceful and solution-oriented.

Thomas Lalonde

Head of Sales

How do your team's ideas influence the company's direction?

Our team's ideas and actions directly influence the company's acquisition of real estate and our profitability attainment.  Being a part of the company's direction in changing the way people buy and sell real estate, with the full support of our seasoned senior leaders and cross-functional teams, is what makes this job a dream.  

Dillian Pesquera

Acquisition Manager

What are Perch Perks + Benefits

Culture
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Happy Hours
Happy hours are hosted once per month.
Parking
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