Support Associate - Part Time

Support Associate

Type: Contract Location: Mexico Compensation: $8-$12/hour, approximately 20 hours per week

RentCheck is a venture-backed, early-stage property technology company that provides real-time visibility to residential property managers and owners while bringing transparency to the security deposit deduction process. The mission at RentCheck is plain and simple: to make renting fair and transparent for everyone involved.

RentCheck is looking for a Support Associate for approximately 20 hours per week to serve as the frontline point of contact for inbound customer support and communications. This role is focused on technical troubleshooting, product guidance, and clear issue resolution for a SaaS platform used by property managers, owners, and residents. The ideal candidate is fluent in English, technically capable, and comfortable operating independently in a fast-moving startup environment.

You'll work directly with RentCheck's users property managers, owners, and residents to resolve issues efficiently and accurately, while capturing actionable feedback to help strengthen RentCheck's product and operations. This is a hands-on, execution-focused role ideal for someone who enjoys solving problems, learning new technology quickly, and working independently in a fast-moving startup environment. You'll report to the Head of Customer Experience (CX) and collaborate closely with the CX Support Analyst.

At RentCheck, we embrace agile methodologies and adopt a collaborative team approach to crafting solutions that are intuitive, impactful, and deliver genuine value to our customers.

Your Responsibilities:

• Frontline Technical Support: Serve as a primary contact for inbound chat, email and phone support during assigned hours. Troubleshoot platform issues, user errors, data discrepancies and workflow questions.
• Product & Platform Expertise: Develop a deep understanding of RentCheck's platform and the various tech tools we use to support customers, ensuring seamless troubleshooting and guidance.
• Issue Reporting: Accurately diagnose issues and escalate bugs with clear reproduction steps, supporting evidence, and relevant context.
• Customer Rapport: Build positive relationships with customers, identify growth opportunities and relay customer feedback to the Product team.
• Problem-Solving & Gap Identification: Navigate ambiguity while proactively identifying gaps to improve the customer experience.
• Reviews and Reputation: Secure 5-star reviews to enhance the company's reputation.

Qualifications We're Looking For:

• Experience: 12 years of experience in a customer support, technical support, or SaaS support role. Strong technical aptitude with the ability to learn new software quickly and troubleshoot independently
• Language Fluency: Fluency in English for written and verbal communication
• Reliable Internet Access: Reliable, high speed internet access and a suitable remote work environment to consistently support customers via chat, email, and phone during assigned hours
• Schedule & Availability: Ability to reliably work assigned support hours and maintain consistent availability throughout scheduled shifts.
• Problem-Solving Mindset: Comfortable navigating ambiguity and resolving issues without complete information.
• Communication Skills: Exceptional communication skills, both written and verbal.
• Empathy and Patience: A customer-first mindset with the ability to display an empathetic and patient demeanor towards users.
• Organizational Abilities: Outstanding organizational abilities to manage tasks effectively.
• Self-Starter Mentality: A proactive approach, always looking for ways to improve processes and enhance the customer experience.

Bonus Points:

• Experience in real estate or property management
• Experience with Intercom, Hubspot or similar Support and CRM tools