Esusu

Customer Support

• Handle customer inquiries across all assigned channels (email, chat, messaging, voice) with accuracy, empathy, and efficiency.
• Use next‑issue avoidance techniques in every interaction:
• Ask clarifying questions to fully understand context.
• Anticipate common follow‑up issues and proactively educate customers (timelines, what happens next, dependencies).
• Direct customers to self‑service tools and help content to reduce repeat contacts.
• Document all interactions clearly in Zendesk (or other tools), including tags, dispositions, and internal notes.
• Develop and maintain working knowledge of multiple Esusu products and services (e.g., rent reporting, loan products, D2C/mobile app), and use that knowledge to support customers.
• When appropriate and consistent with policy, introduce relevant features, plans, or services (light cross / up‑sell) that genuinely help the customer achieve their goals.
• Participate in value‑add outbound calling or messaging (education campaigns, activation, adoption) when scheduled, following scripts and SOPs while tailoring to customer needs.
• Complete all onboarding, product, process, and refresher training on time.
• Participate actively in shadowing, simulations, and workshops, asking questions and sharing frontline insights.
• Provide feedback to the Senior Customer Service Specialists and Customer Service Leads on which training content and formats are most helpful or confusing, especially as products change.
• Meet or exceed targets for First Response Time, handle time, adherence, CSAT, and QA.
• Act on QA and coaching feedback to continuously improve.
• Surface recurring customer pain points, bugs, or content gaps using the agreed tags/workflows so they can be addressed by Seniors, Leads, and cross‑functional partners.
• Support cross‑training efforts, including rotating to new products or channels as business needs evolve.

Customer Service Specialist

Account Executive

• Prioritize, prospect, engage and close senior-level executives (Heads of ESG, Heads of Asset Management, Heads of Property Management, C-Suite, etc.) at multi-family and single-family owner/operator clients
• Demonstrate how Esusu can drive ROI to their business and impact at Property Manager and resident levels
• Travel on-site to 4+ multifamily real estate events per year to engage potential clients
• Manage and update sales pipeline daily (via Salesforce) to provide visibility on upcoming deals to leadership team
• Work cross-functionally with Account Management, Customer Experience, Marketing, Product, Engineering, Operations, etc. to ensure Esusu GTM strategy is set up for ongoing success
• Test new products/programs with select prospective customers to drive additional value to their real estate portfolios

Customer Service Specialist

Enterprise Account Executive