Senior Customer Support Specialist
About The Position
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. 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
Benefits
- Medical, Dental & Vision Insurance Plans
- Team Bonding Outings and Volunteer Days
- Dog-Friendly Office
- 11 Paid Company Holidays (including a dedicated Mental Health Day)
- Company Equity
- Short-Term & Long-Term Disability
- MacBook
- Equipment budget
- Sick, Parental, and Paid Time Off
- Anniversary Rewards (including paid yearly events to a 4-week sabbatical)
- Discounted Employee Brokerage Rates
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
