Safely is the leader in short-term home rental protection for professional property managers, Airbnb hosts, and property owners. Safely’s predictive analytics and insurance platform provides the most comprehensive guest screening on the market with tailored insurance bringing trust and safety to short-term rentals.

Having incubated at the MetLife Digital Accelerator powered by Techstars and Advanced Technology Development Center at Georgia Tech, Safely is growing over 100% each year and aims to exceed this growth in the upcoming year.

Job Description

We are looking for a highly motivated, self-driven, and customer-focused Customer Happiness Coordinator to join our growing team. You will be focusing on setting up accounts for new customers, managing and responding to customer requests, 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.

Key Responsibilities

• Support the Customer Happiness and Onboarding Teams, onboarding new customers and answering customer inquiries while managing their needs in a thoughtful and timely manner
• Monitor the support inboxes and follow up with customers and Safely teammates accordingly
• Monitor setup and software migration statuses for new and existing clients; conduct follow-up communications and assist clients with pending questions and setup needs
• Be there for our customers by answering calls, actively reaching out, and occasionally meeting with customers over Zoom calls<
• Become an expert in Safely’s products and services, the Safely Client Portal, and various Property Management Systems partners
• Answer inbound customer calls providing a one-call resolution when possible, and conduct warm hand-offs to Safely teammates either via the phone or an email
• Improve turnaround times for onboarding new customers and general customer support

Preferred Qualifications

• 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 1 year 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
• Software skills: Proficient in Microsoft Word, Excel, and Zoom (or equivalent)
• Experience with ticketing systems and a Customer Relationship Management system is a plus