Customer Experience Associate

Peerspace is the leading and category defining online marketplace for venue rentals for meetings, productions, and events. We open doors to the most inspiring spaces around the world, from lofts and mansions to storefronts and studios. Over $500M has been transacted through the platform, and our investors include GV (Google Ventures) and Foundation Capital.

Our people are the heart of Peerspace.  We are a team that values inclusion and working cross functionally.  Our strategy and objectives are clear and we support one another to exceed expectations.  We believe that a healthy company culture creates an environment where people are excited to come into work everyday and contribute to building a successful organization.  

Peerspace is looking for a remote passionate customer service professional to join our growing Customer Experience Team. This position offers a fantastic opportunity to learn about our marketplace and provide an exceptional experience for our hosts and guests that book space with us. Our team acts as the front lines to our users, drives revenue and makes an immediate impact on our product through customer insights.

The hours are 9-6pm EST Monday to Friday and there will be 2 weekend days per month where one will need to be on rotation.

Key Responsibilities:

• First point of contact for users regarding everything from onboarding hosts to recommending locations and services to guests
• Provide friendly and efficient service via all contact channels (phone, email, live chat, social media, etc.) to Peerspace hosts and guests to make sure they have a seamless, no-hassle booking and overall customer experience
• Display self-discipline, demonstrate productivity, and accomplish job duties in a remote work environment.
• Independently work through a queue of tasks with an eye for process improvements
• Identify and execute on opportunities to surprise and delight our hosts and guests
•  Identify trends and take an active role in delivering suggestions for process & product improvements

Qualifications:

• 1-6 years Corporate CX Experience
• Experience with Intercom or similar CRM
• Passion for problem solving and interacting with customers
• Excellent written and verbal communicator with attention to detail and grammar
• Strong interpersonal skills
• Comfortable asking for additional support when working through difficult cases
• Comfortable prioritizing across potentially competing opportunities/demands
• Able to pick up new technology quickly
• Enthusiasm for improving customer satisfaction and loyalty across broad functional areas and diverse geographies
• Have a sense of humor and enjoy working with others.

Nice to Have:

• Previous experience with crafting online help resources
• Analytical skills
• Familiarity with third party marketplaces (e.g., Airbnb, VRBO)

The hourly rate for this role is $25.00/hour.

Peerspace is proudly certified as a Great Place to Work™ and we're a remote first company with team members located in cities around the globe. Beyond competitive salary and equity compensation, we provide a range of benefits and perks, including:

●        100% employee coverage of medical, dental and vision insurance

●        $500 annual professional development allowance

●        Discount on all Peerspace bookings

●        Laptop, high res display, and stipend to setup home office

●        Monthly cell phone and internet credit

●        Coworking membership if needed (in lieu of home office)

●        Annual In person all company offsite and team-building events (in Peerspace locations, of course)

●        Wellness Days observed company wide

Diversity

At Peerspace, we're dedicated to creating a team that's diverse, equitable and inclusive. Our workplace is a space where all team members are empowered to blaze their own trail, make things happen, and take pride in their work. We believe bringing people together from different backgrounds and identities makes us stronger and better serves the Peerspace community. We'd especially like to encourage applicants from different backgrounds, locations, and experiences.

At Peerspace, we are committed to maintaining a secure and transparent hiring experience. Please be aware that scammers sometimes impersonate companies like ours by posting fake job listings or reaching out to job seekers in misleading ways. All legitimate communication from Peerspace will come from an official @peerspace.com email address. We do not contact candidates through personal email accounts, third-party messaging apps such as WhatsApp or Microsoft Teams, or through the Peerspace platform's internal messaging system. All interviews are conducted only by phone or Zoom, and we will never ask for sensitive personal or financial information such as your Social Security number or bank details during the early stages of the hiring process. If you receive any message that seems suspicious or does not align with these practices, please contact us immediately at help@peerspace.com so we can investigate. We only post our job openings and process applications, through our official careers page at https://jobs.lever.co/peerspace.