Senior Customer Support Specialist

Job description

About the Team The Customer Success team is at the heart of everything Nomad does. You'll be the high-impact problem-solver who owns the customer experience from end to end, turning complex payment questions, platform issues, and lease modifications into moments of delight. Working cross-functionally with Operations, Product, Accounting, and beyond, you'll be the glue that connects teams and the champion who ensures no customer falls through the cracks. Your success directly fuels owner retention and sets the standard for service excellence at Nomad. About the Role As a Senior Customer Support Specialist, you will be the primary support partner for Nomad's rental property owners and tenants across the full lifecycle of their lease. You'll handle a high volume of inquiries across phone, SMS, email, and ticketing systems—with the majority of your time spent in live conversations. You will manage payment inquiries, interpret ledger details, process lease breaks and addendums, and triage complex issues to specialized teams. Your ability to take full ownership of problems from start to finish will ensure smooth, predictable experiences for all parties. In this role, you will: - Own customer issues end-to-end across multiple channels (phone, SMS, email, tickets), taking full accountability from first contact through resolution—even when answers require coordination across teams - Guide customers through payments, ledgers, and lease modifications, explaining billing details, processing lease breaks and addendums, and resolving financial questions with clarity and precision - Triage and route complex support questions to the right internal teams (Leasing, Accounting, Operations) while maintaining ownership of the customer relationship and ensuring timely follow-through - Navigate Nomad's platform expertly to unblock stuck customers, connect them with crucial resources, and assist owners and residents as they ramp into newly signed leases - Proactively drive product adoption by engaging property owners to ensure they extract maximum value from Nomad's Guaranteed Rent, Rent Advance, and Maintenance Triage offerings - Translate customer feedback into actionable insights for Product and Operations, and contribute to developing scalable support processes and materials that improve retention Who you are Need to have: - 2+ years experience in customer service, customer support, onboarding, or real estate - Proven ownership mindset: You take full accountability for problems from start to finish, fearlessly tackling challenging situations without passing the buck - Multi-channel communication skills: Strong phone presence and ability to handle high-volume customer interactions across phone (60%), email, SMS, and ticketing systems (40%) - Technical aptitude: You rapidly learn new tools and systems, adapting quickly as platforms and processes evolve - AI proficiency: You leverage AI to draft responses, identify patterns in customer data, and build efficient workflows - Analytical thinking: You spot trends and patterns to identify opportunities to intervene before small issues escalate - Relationship builder: You build rapport with anyone, finding common ground to understand and clear blockers to success - Experience with CRMs and Google Suite required Nice to have: - 2+ years of experience in Property Management - Hubspot and Appfolio experience strongly preferred Where you'll be This is a hybrid role based in beautiful Denver, Colorado. Our office is in Uptown, surrounded by other tech companies, coffee shops, breweries, and restaurants. Support team members work from the office 3 days a week and enjoy flexibility to work from wherever they choose twice a week. Potential pay range: $25/hour - $33.65/hour Our Values: 🤝 Nomads Build Community: We foster genuine relationships and act as dependable stewards of our community. 📈 One Percent Better Every Day: We are always learning, taking small, deliberate actions to continuously improve. 🚀 Mission Before Ourselves: We’re a championship team driven to make our customers’ lives better. 💼 Act From Ownership: We roll up our sleeves, solve problems proactively, and take responsibility for our work. 🌍 Dream Without Boundaries: We challenge the status quo and strive to achieve the extraordinary. Benefits at Nomad We believe in supporting our team with benefits that enhance your life, both inside and outside of work. 🩺 Medical, Dental & Vision Insurance Plans: Comprehensive coverage to keep you and your family healthy. 🤝 Team Bonding Outings and Volunteer Days: Opportunities to connect and give back to the community. 🐶 Dog-Friendly Office: Because we know pets are family too! 🗓️ 11 Paid Company Holidays: Including a dedicated Mental Health Day. 📊 Company Equity: Become a part owner of Nomad and share in our success. ☂️ Short-Term & Long-Term Disability: Supporting you when life throws curveballs. 💻 MacBook: Plus, an equipment budget to set you up for success. ⏰ Sick, Parental, and Paid Time Off 🎉 Anniversary Rewards: Celebrate milestones with rewards ranging from paid yearly events to a 4-week sabbatical. 🏡 Discounted Employee Brokerage Rates: Helping you buy or sell a home with ease. Compensation Transparency At Nomad, we are committed to offering competitive compensation that reflects the value each team member brings to our mission. Salary ranges for this role are determined based on factors such as experience, skills, location, and role expectations. Final offers may vary from the posted range, ensuring fair and equitable consideration for every candidate. Nomad is an Equal Opportunity Employer Nomad Labs Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.