Customer Support Specialist

About the Company

Neighbor is a hyperlocal marketplace focused on solving everyday storage and parking needs while connecting communities. The company has secured more than $75 million from leading investors, including Andreessen Horowitz and the founders behind DoorDash, Airbnb, and Uber. Its marketplace operates across all 50 U.S. states and continues to expand.

Role Overview

This position is for a Customer Success Specialist who will work closely with renters, hosts, and internal teams to create a strong customer experience. The role serves as a key contact for customers across phone, email, and chat, with an emphasis on proactive communication and clear, professional support.

Core Responsibilities

• Handle incoming customer issues by email and phone, including payment concerns, complex account situations such as eviction-related issues, and general service questions.
• Support renters in locating appropriate storage spaces from the available inventory.
• Work with hosts to clear up reservation problems, including pending, canceled, and declined bookings.
• Help maintain a reliable and attractive inventory by reaching out to hosts to finish draft listings, arrange photo sessions, refine listing details, and update profile information.
• Explain platform features and workflows clearly to customers.
• Contribute to the team culture and support the growth of the Customer Success organization.
• Share knowledge and collaborate with teammates to improve overall team performance.

Process, Content, and Customer Experience

• Support the creation and improvement of customer care systems and internal processes.
• Strengthen self-service support by drafting help articles and other customer success materials.
• Assist in designing the customer journey across email, text, phone, push notifications, and related channels.
• Partner with internal teams to improve the customer experience across the platform.

Qualifications

• Strong interest in helping people and contributing to the success of a fast-growing company.
• Comfort working independently with limited supervision in a rapidly changing environment.
• Self-driven, detail-focused, and analytical in approach.
• Friendly, polished, and able to communicate with customers in a clear and Neighbor-aligned tone.
• Excellent spoken and written English communication skills.

Additional Information

Neighbor is a leading marketplace for self-storage and parking, with listings in nearly every U.S. city. Its network includes storage facilities, neighborhood garages, driveways, and RV spaces, all searchable in one place. The company describes this as an opportunity to join a venture-backed startup working to transform the storage and parking industry.

Equal Opportunity and Accessibility

Neighbor states that it is an equal opportunity employer and aims to provide a positive interview experience for every candidate. Candidates who need accommodations because of a disability or medical condition can contact the company at hr@neighbor.com.

Hiring Process Notice

The company notes that AI tools may be used in parts of the hiring process, such as reviewing applications, screening resumes, and checking responses for inconsistencies or verification signals. These tools support the recruiting team, while final hiring decisions are made by humans. Applicants seeking more details about data processing may contact the company directly.