Customer Support Associate

Associate Customer Support | Zolo - Coliving

Be the voice residents trust when it matters most.

Why this role exists

Coliving is expanding across cities and properties.

As we scale:

• Resident volume increases
• Requests increase
• Complaints increase

What cannot increase with scale is confusion, emotional escalation, or unresolved issues.

In long-term living, a small unresolved problem can quickly become a trust gap.

This role exists to ensure that every concern is handled with calm, clarity, and ownership so scale does not dilute resident confidence.

If this role is strong, issues get resolved early, residents stay satisfied, and trust compounds. If this role is weak, complaints repeat, escalations rise, and resident trust erodes.

Your mandate is clear

• Stabilise resident emotions during escalations
• Reduce repeat complaints through structured diagnosis
• Maintain high SLA compliance across all cases
• Ensure closure confirmation before case resolution
• Escalate intelligently with full context when required

This is not a ticket-closing role. It is a resolution ownership role.

About Zolo Coliving

Finding dependable accommodation has historically been fragmented and inconsistent.

People settled for compromises because the system offered few trustworthy options.

Zolo reimagined living and hospitality as a connected journey.

Zolo Coliving simplifies urban living.

Z Vacations enables meaningful travel experiences.

Z Hotels serves the modern traveler with consistency, warmth, and operational discipline.

Today, over 100,000 people trust Zolo across different phases of life.

Our ambition is to build the most trusted living and hospitality ecosystem for the new generation by partnering deeply with property owners who think long term.

What you will be responsible for

Practice Empathy with Emotional Stability

• Listen fully before responding
• Acknowledge frustration respectfully
• Maintain calm, composed tone during difficult conversations
• Avoid defensive or argumentative language
• Bring conversations back to solution focus

Ensure Structured Diagnosis & Root Cause Clarity

• Ask structured clarifying questions
• Check CRM history before responding
• Verify property, room, and timeline details
• Differentiate between recurring and first-time issues
• Log complaints with precision

Own Resolution & Closure Discipline

• Clearly explain resolution steps
• Set realistic timelines
• Follow up proactively
• Confirm resident satisfaction before closing case
• Track pending cases daily

Maintain Process Discipline & SLA Governance

• Update CRM immediately after interaction
• Categorize complaints accurately
• Maintain clean documentation
• Track SLA compliance daily

Exercise Escalation Intelligence & Judgment

• Identify critical cases early (safety, harassment, severe breakdown)
• Escalate with complete case summary
• Avoid unnecessary escalation
• Track escalated cases until closure
• Communicate status updates clearly to residents

What success looks like after 6 - 12 months

• High SLA adherence across all tickets
• Reduced repeat complaints and escalations
• Strong closure quality with confirmed satisfaction
• Accurate and clean CRM documentation
• Improved resident trust and feedback scores
• Clear visibility and control over open and pending cases

The role delivers stable, predictable, and trusted support experience.

Who this role is for

You will likely thrive here if:

• You remain calm under emotional pressure
• You do not take complaints personally
• You enjoy structured problem-solving
• You are detail-oriented
• You follow through on commitments
• You believe discipline builds trust

Experience we value

• 0-2 years in customer support or service roles
• Strong written communication skills
• Ability to handle and resolve escalations calmly
• Comfort using CRM systems
• Evidence of documentation discipline

Experience matters less than emotional maturity and structured thinking.

The impact you will have

• You directly influence resident trust and retention
• You reduce friction across properties through structured complaint handling
• You strengthen Zolo's reputation as a reliable managed living brand

Why join now

Zolos Coliving business is scaling rapidly.

Support discipline will define long-term brand credibility.

If you believe structured problem-solving builds lasting trust — this is the right moment.