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Customer Happiness Associate



Customer Service
United States
Posted on Thursday, January 5, 2023

About Safely

Safely is the leader in short-term home rental protection for professional property managers, Airbnb hosts, and property owners. Our tech-forward insurance platform provides robust guest screening with tailored insurance bringing trust and safety to short-term rentals.

As a Safely team member, you will have the opportunity to not only work with the best pool of clients from a wide variety of backgrounds but also be an integral part of exciting innovations in insurance technology. You will be helping entrepreneurs – both professional property managers and individual homeowners – protect their businesses and homes through the first insurance policy of its kind.

About the Role

We are looking for a highly motivated, self-driven, and customer-focused Customer Happiness Associate to join our growing team. Reporting to the Director, Customer Happiness, you will be the first point of contact for customers, focusing on managing and responding to customer requests and collaborating with the claims, billing, and technical teams to provide timely and thoughtful solutions to the wide variety of our customers’ needs. Daily work involves shared inbox and ticket management, administrative setup tasks, answering calls, and actively reaching out to clients as needed.


  • Own the customer experience, managing needs in a thoughtful and timely manner
  • Monitor the support inboxes and follow up with customers on their tickets
  • Be there for our customers during business hours by answering calls, actively reaching out, and occasionally meeting with customers over Zoom calls
  • Monitor and follow up on guest screening results, assisting guests with their screening process
  • Become an expert in the short-term rental market, Safely’s products and services, the Safely Client Portal, and various Property Management Systems partners
  • Manage complex and ambiguous customer situations that require cross-department collaboration
  • Document and make recommendations to improve client-facing processes, with a focus on customer support
  • Monitor setup status for existing client software migrations; conduct follow-up calls and assist clients with pending questions and setup needs
  • Answer inbound customer calls during business hours, provide a one-call resolution when possible, and provide warm hand-offs to Safely teammates either via the phone or an email
  • Improve turnaround times for general customer support


  • Friendly, patient, and personable demeanor with excellent communication skills
  • Self-sufficient with a strong sense of initiative and the ability to thrive working both remotely and in the office
  • Tech-savvy, with the ability to learn new technology & processes quickly
  • A passion for customer happiness, with at least 3 years of experience in B2B, retail, or hospitality
  • Strong business acumen and communication skills, both written and verbal
  • Attention to detail and consistent track record of high-quality performance/results
  • Very strong problem-solving skills
  • Licensed Property & Casualty Insurance Agent (preferred)
  • Software skills: Proficient in Microsoft Word, Excel, and Zoom (or equivalent)