What we're looking for

At Kopa, Customer Success is key to our business. Renting can be stressful for anyone involved — hosts, renters, and partners. Our customers rely on Kopa, and we want to provide them with the best possible support. Our Customer Success team’s top priority is to ensure that our customers’ experience using Kopa is delightful and productive.

As Head of Customer Success, you’ll join us in paving the way the future of Customer Success at Kopa. Your task is to make our customers happy and productive. This is a demanding role that requires you to be an advocate for the product and empathize with users. If you love a challenging, high-volume environment across multiple channels and can delight and support users every step of the way, we want to hear from you.

Responsibilities

<aside> ✅ Lead and own customer success at Kopa.

</aside>

• Provide thoughtful, personalized communication to our renters, hosts, and employers via email, chat, and phone to help them get the most out of Kopa.
• Effectively resolve customer inquiries in a considerate and timely manner.
• Proactively outreach to customers to make them as successful as possible, including providing tips to improve listings.
• Recognize opportunities to create efficiencies in company processes. This includes creating internal documentation.
• Experiment and iterate to establish best practices.
• Create written and video content to empower our users to self-service.
• Investigate and troubleshoot users’ issues and communicate with engineering team.
• Understand our product and proactively identify opportunities to improve the customer's experience, summarize findings, and share with the team.
• Make the Kopa Help Center the best knowledge base this world has seen
• Assist during quality assurance (QA) tests of new features and releases.

Qualifications

• Ability to work from 8am-5pm PST.
• 2+ years of experience in customer support by phone, chat, or email, and know how to do it well. You understand the role of Customer Success and go above and beyond to support the customers.
• Experience working at a small startup preferred.
• Ability to think critically and solve problems quickly.