Are you looking for a role with a high degree of ownership and an opportunity to have the type of impact that you can be proud of? This is an opportunity to make a difference each day and have a meaningful influence on Rhenti's growth.

Rhenti is a residential rental (a.k.a. proptech) start-up, based in Toronto. We are examining and re-imagining the way our industry operates. We have built a suite of powerful digital tools and connected systems to replace the current cumbersome and outdated industry processes. We exist to improve renting for both renters and property owners.

We are a small, resourceful, resilient, and hardworking team dedicated to building our vision for the future of renting. We’re looking for someone who shares these qualities.

YOUR IMPACT:

As Rhenti’s Client Support Associate, you will play a major role in growing the company by ensuring that our clients are able to quickly navigate the platform, overcome any hurdles, and feel confident that Rhenti is making their lead-to-lease process fast and simple. This role is a combination of rapport-building, onboarding, support, and technical troubleshooting. If done right, your work will help to strengthen a critical layer of our service and help the company achieve its ambitious goal to bring the Rhenti experience to as many North Americans as possible.

YOU ARE:

Experienced: you have 1+ years as a support, client success, or IT professional working within a B2B (business to business) software company.

Technical: you must be comfortable working and troubleshooting within account-based software experiences and databases.

People-oriented: you are pleasant, considerate, down-to-earth, and thrive on engaging with many people (clients) for extended periods of time each day.

Curious and problem-solving: you inquisitively deep dive into issues to uncover the right underlying problems, not settling for the obvious answers. You work towards figuring out the proper solution to relieve pain points.

A conversationalist and tension ‘diffuser’: you know how to fully control any reactive impulses and turn a client’s stress and frustration into resolve and trust. You can progress a difficult conversation into a helpful client experience that also builds the Rhenti brand.

Hyper-organized: you know how to prioritize and manage your schedule, conversations, and tasks. You recognize that this role requires a high degree of ‘systems discipline’ to be successful and you build the right working systems to help you achieve your goals.

Based in the Greater Toronto Area (GTA): because you will be occasionally required to travel to client sites and we have occasional in-person working sessions + team events, you must be GTA-based.

OTHER THINGS WE'RE LOOKING FOR:

You seek ownership and accountability: you want and work towards being independent in your role as quickly as possible. You want to 'steer your own ship' and take responsibility of the client support domain of the company.

You are comfortable working independently: once you have onboarded, you can work mostly on your own and operate effectively from day-to-day.

You work with calm urgency: you understand that persistent client issues could lead to churn, hurting the company. You empathize with the client while calmly and quickly working towards a solution.

You embrace challenges: when you encounter obstacles, you have the built-up resourcefulness and confidence that you will overcome them to find the best solution - you are able to do this repeatedly.

You love to learn new things: working at Rhenti requires our team members to embrace change and learn new things constantly - and you have no problem with this!

You are goal-oriented: you set clear goals for your work and work hard to achieve them. You recognize the impact that your work has on the team and the company.

Off-hour availability: because this is a service-based role, you would need to be available for rare evening and weekend work (only urgent issues).

You can embrace start-up life: people who are action-oriented, resourceful, scrappy, efficient, resilient, love to learn quickly, and can adapt with constant change do well at Rhenti.

KEY RESPONSIBILITIES AND EFFORT:

Understand the company and software

• Rhenti’s strengths and competitive differentiation
• Rhenti’s overall goals and business strategy
• The property owner and renter’s end-to-end journey with Rhenti
• The featured toolset and how each product area relates to each other
• What our target segment cares about and how Rhenti helps them achieve their goals
• The internal back-office and database capabilities

Ongoing client support

• Answer all inbound support calls/emails and troubleshoot issues with clients
• Identify which issues require Product support and which can be resolved independently with the client
• Create and submit support tickets and work with the Product team to resolve
• Work with the Product team to address urgent bugs and prioritize client backlog
• Lead client issue tracking + client feature/product request meetings
• Contribute to creating support content that help our client base to level-up their leasing operations

Tracking, reporting, and feedback

• Work with the founding team to develop clear client support goals and standards
• Build, maintain, and share a weekly client support report with the team
• Survey clients and gather client testimonials and feedback
• Assist in creating a monthly summary detailing the state of Rhenti’s overall client satisfaction and provide product recommendations that would improve the client experience

Client onboarding

• Work with Client Success and Sales to assist with specific tasks necessary to onboard new clients

Platform testing

• Contribute to the team’s product quality assurance (testing) efforts pre and post release

Levelling up with the Rhenti team

• Collaborate with the team members who will support your work and vice versa
• Hold yourself and others accountable to high standards of quality
• Uphold the values of the company
• Represent Rhenti with professionalism and pride

WHY YOU SHOULD WORK WITH US AT RHENTI:

• 1 week of vacation, to be taken after 3-month probation
• December holiday week off
• A mostly-remote working arrangement
• Occasional in-person team working sessions/activities/events
• Flexible working hours while meeting the role’s responsibilities
• Challenging work where the path is often ambiguous
• The autonomy to run your own ship and make decisions over time
• Opportunity to work with a talented team, level up your skillset, and grow your career alongside a company with big ambition

OTHER DETAILS:

• Position: Full-time contract for 6 months - with opportunity to extend
• Salary: $45,000 - $55,000/annually, dependent on skillset and experience
• Working hours: Mostly 9:30-5 pm with some flexibility. Must be available for occasional evening and weekend urgent matters
• Location: Mostly remote, but you must be GTA-based as we occasionally meet in-person
• Interviews: ~3 interviews - this will be a combination of virtual and in-person conversations