Job Description

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Do you open doors for strangers or offer your seat on the subway to someone who needs it?

Do you believe that exceptional customer service is the hallmark of a good business? Do you believe that customer complaints make for the best product ideas? Then you might just be the Customer Experience Intern that we're looking for!

As one of the fastest-growing tech companies HQ'd in NYC and the leader in revolutionizing how Americans move from one home to another, the Updater team gets pretty busy. Our user base is growing like crazy, and we need a few extra hands on deck to keep our users happy! 

We're looking for an extremely organized, self-motivated, and hard-working individual who genuinely loves helping others. Our ideal candidate will have excellent phone and email demeanor, superior research skills, and will be able to juggle working on multiple projects simultaneously. If you love making other people's lives easier, then this is the role for you.

As our Customer Experience Intern, you'll be at the front-line to help us understand how we can improve all aspects of our product and service, as well as help us to build out processes to streamline and share customer insights with our Product team. A typical day will include responding to user inquiries via phone, email, live chat, and social media, researching and updating our partnership databases, helping to connect users to reputable moving companies, brainstorming proactive customer engagement campaigns, and more. Best yet, you'll work alongside an extremely dedicated and motivated team that's truly dedicated to your success.

ABOUT THE ROLE

• Owning the COA process, efficiently and accurately delivering the forms, while implementing solutions to improve the process
• Resolving customer issues via phone, email, live chat, and social media
• Working closely with our Customer Experience Manager to identify and track common issues, questions, and feedback from our users
• Providing meaningful feedback to the Product and Engineering team to help improve the UI and performance of the application
• Thinking on your feet to devise creative solutions to any and all problems that arise
• Gathering and analyzing data about our various customer segments and engagement metrics for each

ABOUT YOU

• Empathy: you strive to see the world from your customers' point of view in order to anticipate their needs
• Humility: you have an opinion, but aren't afraid to be proven wrong, and are open to suggestions on what tool or technique is best to most efficiently solve a problem
• Strong Communication: Optimism and a forward-looking attitude with a clear, inspiring communication style
• Comfort with Ambiguity: you're used to being asked open-ended questions and whittling them down to questions that can be answered by hard data
• You have at least 1-2 years of relevant CS experience at a high-growth startup
• You're passionate about customer service and making things right
• You are comfortable using a support ticketing system (Desk, Zendesk, Freshdesk)
• You excel at managing competing priorities and deadlines
• You're willing to working weekend or holiday coverage, as needed
• You're extremely detail oriented and have excellent written and communication skills
• You've moved at least once in your life and dream of a world where moving doesn't suck

ABOUT UPDATER

Updater makes moving easier for the 17 million households that relocate every year in the US. With Updater, users seamlessly forward mail, transfer utilities, connect TV and internet, and much more. Thousands of the most prominent real estate companies in the US (from real estate brokerages to multifamily and relocation companies) rely on Updater's real estate products to save clients hours with a branded and personalized Updater moving experience.

Headquartered in New York City, Updater has raised over $100 million from leading investors, including SoftBank Capital, IA Ventures, Commerce Ventures, Second Century Ventures (the strategic investment arm of the National Association of Realtors®), and more. Updater ranked #3 on Crain's 2016 Best Places to Work in NYC, ranking as the highest rated tech company on the list, and ranked #7 in 2018. For more information, please visit www.updater.com.

Updater is proud to be an equal opportunity employer and will consider all qualified applicants regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.