Senior Customer Support Specialist

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Description

About the Team The Customer Success team is at the heart of everything Nomad does. You'll be the high-impact problem-solver who owns the customer experience from end to end, turning complex payment questions, platform issues, and lease modifications into moments of delight. Working cross-functionally with Operations, Product, Accounting, and beyond, you'll be the glue that connects teams and the champion who ensures no customer falls through the cracks. Your success directly fuels owner retention and sets the standard for service excellence at Nomad. About the Role As a Senior Customer Support Specialist, you will be the primary support partner for Nomad's rental property owners and tenants across the full lifecycle of their lease. You'll handle a high volume of inquiries across phone, SMS, email, and ticketing systems—with the majority of your time spent in live conversations. You will manage payment inquiries, interpret ledger details, process lease breaks and addendums, and triage complex issues to specialized teams. Your ability to take full ownership of problems from start to finish will ensure smooth, predictable experiences for all parties. In this role, you will: Own customer issues end-to-end across multiple channels (phone, SMS, email, tickets), taking full accountability from first contact through resolution—even when answers require coordination across teams Guide customers through payments, ledgers, and lease modifications, explaining billing details, processing lease breaks and addendums, and resolving financial questions with clarity and precision Triage and route complex support questions to the right internal teams (Leasing, Accounting, Operations) while maintaining ownership of the customer relationship and ensuring timely follow-through Navigate Nomad's platform expertly to unblock stuck customers, connect them with crucial resources, and assist owners and residents as they ramp into newly signed leases Proactively drive product adoption by engagi

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