About Fairly

For homeowners who want to invest in a vacation rental without the burden of day-to-day management, Fairly provides a comprehensive platform that integrates the roles of advisors, caretakers, and property owners into a seamless, collaborative ecosystem. Unlike traditional property management services, Fairly emphasizes individualized care and community-focused engagement, ensuring your home is managed with the same dedication and attention as if you were doing it yourself. With Fairly, homeowners enjoy peace of mind, increased earnings, and the freedom to choose their level of involvement.

Job Overview:

We are seeking a motivated and experienced Customer Success Lead to join our team. This role is critical in ensuring that our customers have a smooth and positive experience with Fairly from onboarding to ongoing support. The ideal candidate will have previous experience in customer support, preferably in a SaaS startup environment, and excel in a collaborative team setting.‍

‍

Key Responsibilities:

• Act as a customer advocate, voicing customer needs, feedback, and pain points to the Fairly team.
• Manage the end-to-end home onboarding process, ensuring a smooth and personalized introduction to our product
• Provide responsive, empathetic, and solution-oriented support through multiple channels (email, chat, phone). Address customer inquiries, concerns, and issues promptly, ensuring a high level of customer satisfaction.
• Develop deep product knowledge to troubleshoot complex user issues quickly and effectively
• Collaborate closely with the Product team to document, communicate, and help prioritize user feedback and feature requests
• Escalate complex issues to appropriate team members while ensuring customers are kept informed throughout the process.
• Create and maintain comprehensive documentation of user interactions, challenges, and resolution strategies
• Conduct user interviews and gather insights to improve the onboarding experience
• Track and report on key customer success metrics, including onboarding completion rates, time-to-value, and user satisfaction
• Continuously seek opportunities to improve customer service quality and efficiency.
• Ensure Fairly is delivering best-in-class customer service by maintaining a high standard of support and communication.‍

‍Qualifications:

• 3-5 years of experience in customer success, customer support, or similar role in a tech startup environment
• Proven track record of excellent written and verbal communication skills
• Strong problem-solving abilities with a proactive and creative approach to addressing user challenges
• Experience in SaaS or technology product onboarding
• Ability to thrive in a fast-paced, collaborative startup culture
• Exceptional interpersonal skills and a customer-first mindset

Interested in applying? Send your resume to careers@fairly.com and tell us why you’d be a great fit for this role.