Customer Support Specialist

About VERO

VERO is a risk management platform built for the multifamily industry. We combine applicant screening, identity and income verification, fraud detection, and protection services under one roof, helping owners and operators prevent fraud, protect NOI, and get the right renters moved in faster. From leasing teams making approval decisions to renters moving through the application process, VERO creates a faster, safer, and more transparent experience on both sides of the lease.

Our Values

• Passionate: We bring energy, commitment, and heart to everything we do.
• Critical Thinkers: We question, analyze, and solve with intention, pushing beyond the obvious.
• Customer Obsessed: We design every interaction around the people who use it.
• Respect & Empathy: We lead with humanity and treat every person with care and dignity.

About the Role

As a Customer Support Specialist at VERO, you'll own customer issues end-to-end, from first contact through resolution, across chat, email, and phone. You'll support both renters navigating the application process and property managers using the VERO platform, bringing deep product knowledge, sound judgment, and genuine care to every interaction.

Schedule: Monday through Friday, 9am to 6pm ET. This is a fully remote, full-time role.

What You'll Do

• Own customer contacts from intake to resolution across chat, email, and phone, ensuring clear answers, actionable next steps, and timely follow-ups.
• Investigate and diagnose reported issues by replicating problems, identifying root causes, and distinguishing between platform defects, configuration gaps,and user misunderstandings.
• Develop deep expertise in the VERO platform and guide customers through workflows and best practices to increase adoption and reduce repeat issues.
• Identify recurring friction points and communicate patterns to leadership and product teams with structured, actionable feedback.
• Contribute to internal documentation, knowledge transfer, and team enablement efforts, including writing and maintaining clear, user-friendly process documentation.
• Handle escalated or complex situations with composure and sound judgment, and escalate further with thorough documentation when needed.
• Meet response time, resolution time, quality, and schedule adherence standards consistently.

Who You Are

• Confident and self-directed in managing customer interactions across standard and complex scenarios.
• An excellent written and verbal communicator who can translate complex platform behavior into plain language for diverse audiences, with strong attention to detail in every interaction.
• A sharp, analytical thinker who approaches problems methodically, gathers context carefully, and works through root causes before escalating.
• Highly organized and responsive, able to manage multiple tools and workstreams simultaneously without losing accuracy or quality.
• Someone who takes pride in reliability, consistency, and delivering a high-quality experience on every interaction.
• Naturally curious about technology, motivated to build deep product expertise, and eager to learn new systems and processes as the platform evolves.
• Comfortable working autonomously in a remote, fast-paced startup environment where processes are still being built and refined.
• Someone who sees patterns, not just tickets, and brings those insights back to the team.

What You'll Bring

• 2 years in a customer-facing support role, ideally in SaaS or a similarly technical environment.
• Proven ability to troubleshoot software issues and explain platform behavior clearly to non-technical users.
• Hands-on experience with support and operations tooling such as Intercom, Zendesk, Jira, Guru, Slack, or FullStory.
• Bonus: Experience in fintech or SaaS platforms involving income verification, identity verification, or compliance workflows. Familiarity with the multifamily residential rental or lease underwriting process is a plus.

Benefits

• Medical, vision, dental, and commuter benefits
• Flexible vacation policy
• Fully remote

VERO is growing, and we're looking for people who are excited to build something that matters. If you bring the skills, the drive, and the care for customers, we'd love to hear from you. Learn more at sayvero.com.