Customer Success Specialist, Tripalink
Real Estate
$80-85k
Co-living rentals for young professionals & students
Job no longer available
Co-living rentals for young professionals & students
101-200 employees
Job no longer available
$80-85k
101-200 employees
Company mission
To provide technology designed to make searching for a rental and the living experience more enjoyable for everyone.
Role
Who you are
- A self-motivated team player, ready to embrace a fast paced, high-growth environment (when we say “fast paced and high growth”, we really mean it)
- Able to effectively partner, collaborate, and communicate with technical and non-technical colleagues
- A strong communicator with excellent written and verbal skills
- Always thinking of new ways to effectively serve customers and improve the Customer Success team’s internal processes
- Resourceful and not afraid to try out-of-the-box approaches to resolve complex issues
- 1+ year relevant experience leading technical, customer-facing teams with measurable results or strong drive
- Experience influencing critical decisions within cross-functional organizations without direct authority
- Strong command skill and ability to confront team and cross-functional partners to hold them accountable to documented expectations
- Ability to be creative and strategic
- Strong project management and time management skills
- Interpersonal skills with a keen ability to explain complex concepts across the organization and to large audiences
- Scaled work to International markets is a plus
- Experience working in property management operations is a plus
- Bachelor’s degree or higher in a technical field such as EE, Computer Science, Statistics or other STEM subject
- Familiar with SQL or other relational database languages
- Fluent in English and Mandarin Chinese (both verbal and written)
- Strong knowledge and proficiency in Excel / Google Sheets
What the job involves
- Interact with our internal customers to learn about how they operate, define success criteria, and build out a customer journey to help them reach their business goals
- Collect and analyze internal and external user feedback regarding their experience using Tripalink products via multiple channels, to help the business uncover product issues and unmet needs
- Train, onboard, and support our customers in their usage of our systems in an effort to ensure adoption, and system migration/transition
- Produce and deliver web-based and in-person training seminars for customers
- Support inquiries from customers, assist with the creation of self-service documentation, and video-based training materials
- Work with product, data and engineering teams to develop simple and quick solutions to unblock business teams from time to time for critical needs
- Work cross-functionally with Operations, Marketing, Data and Product teams to relay customer use cases and resolve product escalations
- Ensure the retention, growth, and satisfaction of a range of customer types as our product offering expands
- Help the Customer Success team build out process and success metrics to accelerate the scaling of this function
Otta's take
Theo Margolius
COO of Otta
After experiencing tedious rental processes as an international student, Donghao Li founded Tripalink to elevate renters’ experiences by leveraging technology. The residential brand has since added standard apartments to its property portfolio, opening up a new market to serve working professionals and families.
Tripalink has been profitable since the year it was founded and has continued to grow its revenue. It has also become a successful housing developer, building upon thoroughly researched housing preferences, and targeting centrally located areas that will see greater appreciation with time, a model that has proven attractive to developing partners.
The youth-focused, co-living rental brand has expanded across the United States, managing and developing properties in Tucson, Irvine, Seattle, Philadelphia, Pittsburgh, and LA. Tripalink continues to enhance its technology ecosystem and accelerate market expansion across new cities.
Insights
Company
Funding (last 2 of 3 rounds)
Nov 2021
$30m
SERIES B
Aug 2019
$10m
SERIES B
Total funding: $43m
Company benefits
- 401k Matching
- Education/Learning Reimbursement
- Professional/ Leadership Training Opportunities
- Rotation Opportunities Across Departments and Locations
- Team Building Activities
- Free Entrance to Tripalink Events
- Employee Discount for Renting Company Properties
- Annual Wellness Reimbursement
Company values
- Customer-first: To continually improve, they have to walk in their customers’ shoes to understand their challenges. Always ask: Are we doing what’s best to help our customers?
- Embrace Innovation: Create new things when you see an opportunity, to achieve bigger goals
- Be An Owner: Be proud of your work, and take responsibility for it. Never say, “that’s not my job"
- Results-driven: Always consider the outcome, and how it can benefit the customer and the company
- Move Fast: Speed is key to winning a battle. Be thoughtful, but don't wait until next week to do something you could finish today
- Happy Monday: Love what you do, and get excited about your work and the people you work with each day (even Monday!)
Company HQ
Jefferson Park, Los Angeles, CA
Articles
Founders
Donghao Li
(CEO)Obtained a Master's Degree in Financial Engineering from the University of Southern California.
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