Member Support Specialist

| Greater NYC Area
About Common
Common is the nation’s leading residential brand offering convenience and community through coliving and traditional apartments. Our signature approach to end-to-end property management and technology offerings allows us to deliver unparalleled experiences across 27 buildings, 6 cities, and over 800 members. Common is the preferred choice for both residents looking for a stress-free and all-inclusive living environment, and for real estate owners seeking reliable, above-market returns. Launched in October 2015, we now operate homes in New York City, Chicago, Los Angeles, San Francisco, Oakland, Seattle, and Washington, D.C. and receive over 3,000 new member applications per week.

It’s an exciting time to be part of Common’s team. We challenge ourselves every day not just to think about ways to make city living better, but to activate on those ideas in meaningful ways. Our team is comprised of real estate professionals, designers, engineers, salespeople, marketers, client service representatives, and so much more. We work collaboratively, value self-startership, and embrace a “whatever it takes” mentality to ensure our work is done and done well.

Common was founded by General Assembly co-founder Brad Hargreaves and has raised over $65MM in venture funding.
 
About the Role
Common is growing rapidly across the country. We are looking for a personable and self-motivated critical thinker to join our team as our members’ main point of contact for questions related to their life at Common. If you join our team, you’ll play an invaluable role in setting the tone of every member’s experience in Common. This is an entry-level position with strong career development and the opportunity for growth within the organization.
 
 
Responsibilities 
  • Serve as the first point of contact for all inbound member inquiries, responding to all member inquiries in a timely manner
  • Draw on the broad knowledge of our homes and services to address first and second-level member issues, often working closely with the Home Manager, Housekeeping, Property Services, Legal, and Finance teams to resolve issues and relay important information to members
  • Manage communications around member onboarding and offboarding
  • Play a critical role in completing the feedback loop between members and the Design, Construction, and Development teams
  • Support Housekeeping in ensuring that homes are well stocked with consumable member supplies
  • Support teams at Common in coordinating home tours for prospective partners
  • Support Home Managers in addressing escalated member issues
 
Requirements
  • Bachelor's degree
  • Experience working in a customer service or customer relationship capacity
  • Self-motivated and comfortable working both independently and as part of a team
  • Able to perform at a high level in a fast-paced environment
  • Fun, easy-going demeanor
  • Exceptional verbal and written communication skills
  • Comfortable using Google suite (Docs, Sheets, Slides)
  • Experience with Asana and Zendesk are a plus!
  • Able to think critically about how our team can continually improve the member experience
  • Rotating evenings, weekends and holidays are expected 
What We Offer
Common truly values our employees and wants to do everything to ensure that our employees are not only happy and professionally fulfilled, but also that they have the opportunity to be healthy. Because of this, we are committed to providing a number of affordable and valuable health and wellness benefits for our employees such as paid vacation and sick time, medical, dental and vision insurance, Company paid life insurance, Company paid STD/LTD Insurance, FSA + HSA options, commuter transit benefits, generous paid parental leave (up to 16 weeks!) and a 401K. Additional benefits such as Company equity, paid holidays, weekly team lunches + weekly happy hours, a fully stocked kitchen, flexible working hours, job training + development opportunities + a great wellness program are also available. And as always, we are regularly evaluating our offerings to ensure employees needs are being met.

We are committed to affirmatively providing equal opportunity to all associates and qualified applicants without regard to race, color, ancestry, national origin, religion, sex, marital status, sexual orientation, gender identity or expression, legally protected physical or mental disability, military or veteran status or any other basis protected under applicable federal or state law.

 
 
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • SassLanguages
    • ReactLibraries
    • SidekiqLibraries
    • Next.jsLibraries
    • Ruby on RailsFrameworks
    • GraphqlFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • PeriscopeAnalytics
    • HeapAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • IndesignDesign
    • AsanaManagement
    • TrelloManagement
    • WordpressCMS
    • ContentfulCMS
    • CoscheduleCMS
    • SalesforceCRM
    • MailChimpEmail
    • PardotEmail

Location

You can find our team taking meetings in Bryant Park, catching up over coffee at Blue Stone or commuting right out of Grand Central Station!

An Insider's view of Common

What does your typical day look like?

As our first Product Manager, every day looks different! I'm thinking strategically about initiatives in our roadmap, getting consensus on minimum viable product designs, drafting tickets and working with engineers, and supporting them through the development process. I also support other departments' technology requests and manage their priority.

Joel

Product Manager

What does career growth look like on your team?

Cross-department moves and promotions are encouraged and welcomed always! On my team specifically, my manager is super interested in helping us grow and learning what responsibilities we want to take on to further our career growth. We focus on each other's strengths and make sure that we are working at our full potential.

Christina

Benefits + Payroll Specialist

What is your vision for the company?

Common is making city living better by designing and operating community-driven homes. 75 million Americans live with roommates, and Common is addressing this housing need by creating homes designed for sharing through community, convenience, and affordability. With thousands of beds under development, Common is a leader in new ways of living.

Brad

Founder + CEO

What makes someone successful on your team?

On Common’s marketing team, I love that success means more than just putting your head down and getting the work done. Everyone is empowered and encouraged to take a step back, look at the bigger picture, and decide what’s really important for our consumers to know about us. It allows us to not get too in the weeds and be the best team we can be.

Molly

Communications Manager

What are Common Perks + Benefits

Common Benefits Overview

Common truly values our employees and wants to do everything to ensure that our employees are not only happy and professionally fulfilled, but also that they have the opportunity to be healthy. Because of this, we are committed to providing a number of affordable and valuable health and wellness benefits for our employees.
And as always, we are regularly evaluating our offerings to ensure employees needs are being met.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Common offers company-paid life insurance up to 1x your annual salary.
Pet Insurance
Wellness Programs
In office yoga + meditation and discounts + perks.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Up to 16 weeks paid leave.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Common offers 12 company paid holidays + one floating holiday to use as needed.
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Weekly team lunch provided on Tuesdays!
Happy Hours
In-office weekly bar-cart!
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
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