Resident Experience Coordinator

Job Description

Making it easy to live well — whenever, wherever At Zeus Living, we believe housing shouldn’t constrain how, where, and when you want to live. At the center of everything we do are our people—our customers, partners, and the Zeus team. That’s what our founders knew when they started Zeus Living in 2015, setting out to make renting a home easier. The goal then—and now—is to create a new, modern mode of housing, making it easy to live well—reliably, safely, comfortably, even stylishly—wherever, whenever. We’ve grown and learned a great deal since we started. Today we’re a hardworking team of creators, problem-solvers, and strategists committed to our vision and values. Based in San Francisco and backed by Airbnb, Comcast, Bowery, and Initialized Capital, we’ve raised $90M in funding. The Role Serving as the top level of support, Resident Experience (“ResEx”) Coordinators work cross-functionally with our maintenance, bookings, finance, quality, and tech teams at Zeus to resolve our resident's most complex and escalated issues. ResEx Coordinators are responsible for both solving these tough challenges and developing relationships with our residents that promote retention and brand loyalty. ResEx Coordinators are truly the face of Zeus! If you enjoy creative problem-solving, have a bias for action, thrive in a fast-paced environment, and are passionate about helping others we’d love to hear from you! This role will be working evenings in the West Coast time zone. While the majority of our team is based in SF and NY, this is a remote-friendly role. #LI-Remote

What You Will Do

• Advocate for and develop strong relationships with residents that promote retention and brand loyalty
• Quarterback our resident's most complex and escalated issues by communicating with the resident through our CRM and collaborating closely with our vendors, Tier 1 agents, internal Zeus teams, and partner property managers
• Document all resident interactions thoroughly in our CRM and proprietary property management software
• Supervise the performance of our call center agents and initial tier of support to provide regular feedback on their performance
• Own strategic projects to improve the Zeus experience for our residents
• Report any bugs you discover and engage in conversation about product improvements (we’re a tech company at heart!)
• Help make us better! Build out new processes to streamline and improve our support operations

What We Are Looking For

• Relevant experience in customer support, client services, hospitality, etc.
• An intuitive sense for prioritization and execution
• Independent problem-solvers and collaborative team players
• Excellent verbal and written communication skills
• A knack for detail, efficiency, and organization
• Commitment to delivering creative “yes”-es whenever possible, alongside the ability to say no graciously
• Startup experience / general enjoyment working in a high volume, fast-paced environment
• Positivity, optimism, and empathy
• Experience as an account manager and understanding of corporate partnerships is a plus
• Technological proficiency and past experience using CRM platforms, property management software, and Google Suite
• Schedule flexibility. Each ResEx Coordinator works 5 set days per week (i.e. Monday through Friday, Tuesday to Saturday, Sunday to Thursday, etc) to cover our 7 day/week tasks! This particular role will likely require working at least one weekend day each week. You will also be asked to work at least one National holiday, for which we do offer bonuses and/or additional PTO.

At Zeus Living, We Are: Transparent : honest, authentic, communication, access to info, hard truths Humble : self-aware, ask for & accept help, inclusive, collaborative, respectful, thankful Iterative : speedy, willing to break things, growth-minded, creative, process-driven Human-centric : above & beyond service, surprise & delight, make things right Apply for this job