We're on a mission to empower companies to thrive and employees to love their
work lives. Codi creates the office solution designed for the way people work
today, with hospitality at its core. WFH is lonely, coworking doesn't build
your company culture, and brokers offering multi-year leases give you
headaches. We built Codi to break the status quo.
Within weeks (not months), companies have access to turnkey office hubs where
they want, when they want - whether that's for one day a week, or full-time -
and fully managed by Codi. We're simply the fastest, easiest, and most
flexible office space partner. More than a space provider, Codi becomes a
company's growth partner, adapting their spaces to the team culture and growth
needs.
We're growing incredibly quickly and need a customer-obsessed individual who
breathes hospitality, workplace culture, startup, real-estate, and customer
delight to onboard, manage and grow our clients based in the San Francisco and
New York areas.
**Who Are You?**
* You’re a self starter. You like to work independently and collaborate effectively with your peers. You ideally spent most of your career in early-stage startups, double-sided marketplaces, with services that have an in-person experiential component.
* You are obsessed with customer delight. You always put customers first, love talking to them, building empathy, and finding ways to create the best experience for them.
* You execute better and faster than anyone. This is your superpower and you know it. No task is outside your wheelhouse – if you don’t know how to do something you’ll figure out how to make it happen. We move fast, and you’ll have no problem keeping up.
* You are a problem solver and have a strong sense of urgency when it comes to supporting clients facing challenging situations.
* You focus on impact. You see each day as an opportunity to deliver meaningful value to our clients. You set yourself specific goals, execute quickly on them, and meticulously iterate. You thrive along with your success metrics!
* You get a buzz from making new friends. You’ll be the face of the Codi brand, and you’ll have plenty of opportunities to share your infectious energy here. You’re a cultivator of communities, you’re not afraid to directly talk with customers, partners, landlords, and you take great pride in taking care of those closest to you.
**Requirements**
At Codi, we think of our clients as our #1 priority and hospitality is at the
core of our service. Their success is our success.
You will be tasked with receiving and resolving all issues submitted by Codi
clients and our Landlord Partners. You will work with Codi Customer Success,
Operations, and Sales towards ensuring that our Codi Clients and Landlords
remain happy and confident in Codi as their partner. You will report directly
to the Codi Support Manager.
* You’ll work off of a schedule, fielding any tickets that get submitted by Codi clients as they come up. You will be occasionally on-call, including early, late hours as well as weekends.
* You’ll triage tickets and be tasked with solving them on your own, coordinating a fix with a landlord, or involving the Support Manager, Codi Operations and Customer Success to figure out a solution.
* You’ll need to be very transparent and organized in tracking tickets, staying on top of solutions as you work cross-team
* You’ll need to act as a “traffic controller” of sorts with issues that come up, meaning that depending on the issue, you’ll need to know who to turn to for a solution.
* You’ll need to be metrics-driven as well as client-focused, ensuring that outstanding issues get resolved in a timely fashion.
* You’ll help brainstorm better ways to approach Codi’s support processes.
* You'll proactively work with Product to strengthen our office-as-a-service platform based on clients' input and issues.
* You'll proactively collaborate cross-functionally (Sales, Operations, Real-Estate, Design, Marketing) in order to help eliminate roadblocks and create a clear pathway for long-term growth.
* You'll be tasked with involving the Client Success Manager on all issues that get submitted so they are aware of what’s happening with a client.
* Your key metrics are client satisfaction (CSAT), time to response, and number of open and closed tickets, all leading to retention.
* Provide on-the-ground support to clients around the New York City area
* Proactively assist clients with day to day problems
**Requirements**
* Ability to be on-call, including early, late hours as well as weekends
* 1-2 years of client-facing support experience in a B2C or B2B environment
* 1-2 years working with small to medium clients, preferably for a growth-stage startup
* Experience with products/services with a physical/experiential component is ideal
* Ideally - previous experience in hospitality or coworking, Space as a Service and/or Real Estate knowledge/experience a plus
* The ability to problem solve and work collaboratively on various support issues
* Demonstrated proficiency in responding to and solving customer support issues
* An organized and transparent approach to support processes
* Great communication skills. Ability to effectively and courteously communicate through a variety of channels including, email, phone, in person, and text, all while staying on a “Codi” communication brand guideline
* Travel within New York City
**Benefits**
* Annual base salary $70,000-85,000
* When full time:
* Healthcare: 100% coverage for you + dependents
* Meaningful equity
* Coworking stipend (or access to Codi if you’re in NYC or SF)
* Professional coach
Codi focuses on Real Estate, Technology, Property Management, and Office
Space. Their company has offices in New York City, San Francisco Bay Area, and
Montreal. They have a small team that's between 11-50 employees. To date, Codi
has raised $16M of funding; their latest round was closed on September 2022.
You can view their website at <http://www.codi.com> or find them on
[Twitter](https://twitter.com/codiwork),
[Facebook](https://www.facebook.com/codicommunity), and
[LinkedIn](https://www.linkedin.com/company/codiwork/about).
