Customer Happiness Associate Full Time NEW

About Safely 

Safely is a leading provider of innovative insurance and risk management solutions in the Vacation Rental Insurance industry. We are dedicated to delivering exceptional value to our clients through our cutting-edge products and services. Join our dynamic team and be part of a company that values growth, collaboration, and excellence. 

About the role 

You will serve as the first point of contact for customers, managing proactive guests and customer communications with professionalism and attention to detail. Your daily responsibilities include handling shared inbox and ticket queues, executing administrative communication workflows, answering incoming calls, and actively reaching out to customers as needed to ensure timely and effective support. 

This role is well‑suited for someone who is organized, service‑oriented, and committed to delivering a consistent, positive customer experience. 

Responsibilities: 

• Be there for our customers during business hours by answering calls, managing Tier 1 tickets and communication workflows.  
• Monitor the support tickets and follow up with customers accordingly  
• Answer inbound customer calls and provide warm hand-offs to Safely teammates via email and create associated tickets  
• Follow up with guests on guest screening failure emails from vendor  
• Monitor onboarding setup status for new customers; conduct follow-up calls and assist clients with pending questions and setup needs; conduct onboarding calls as needed  
• Improve turnaround times for general customer support 
• Coordinate monthly policy renewal communications 
• Performs other related duties as required 

Qualifications: 

• Friendly, patient, and personable demeanor with excellent communication skills  
• Self-sufficient with a strong sense of initiative and the ability to thrive working remotely  
• Tech-savvy, with the ability to learn new technology & processes quickly  
• AI experience a plus
• A passion for customer happiness, with at least 1 year of experience in retail or hospitality  
• Strong communication skills, both written and verbal  
• Attention to detail and consistent track record of high-quality results  
• Software skills: Proficient in Microsoft Suite, Customer Management and Ticketing Systems