Senior Customer Support Specialist

Nomad Labs•Denver, CO

7d•Hybrid

About The Position

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.

Requirements

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 Haves

2+ years of experience in Property Management
Hubspot and Appfolio experience strongly preferred

Responsibilities

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