About Listings Project
Listings Project is a global community that provides free, fair access to thoroughly reviewed real estate and job listings. As a Certified B Corporation and independent, woman-owned business, our small team is committed to ensuring everyone has equitable access to housing and employment opportunities. For over two decades, we’ve helped thousands find apartments, roommates, studios, jobs, and more. What sets us apart is our meticulous vetting process—each listing is personally reviewed to meet our standards, ensuring they are thoughtful, inclusive, and personal. Our work is grounded in values of equity, transparency, accountability, collective care, justice, and joy, driving our mission to be a positive force in the real estate and employment sectors.

About the Role
We’re looking for a proactive, detail-oriented, and team-focused Customer Experience Specialist to join our team part-time. You’ll bring a passion for customer service and a collaborative spirit. In this role, you’ll focus on vetting listings, providing customer support, analyzing data, and working closely with our team. You’ll report to the Director of Customer Experience and collaborate with colleagues across Product, Engineering, Marketing, Design, and Leadership.

A Typical Day Includes:

– Reviewing 50–100 listings and sending confirmations or follow-ups to each lister
– Responding to 10–30 customer support tickets within our target response time
– Handling customer-related tasks like payment disputes, trend reporting, and feedback sharing
– Collaborating with our remote team on relevant projects and tasks

Note: This is a part-time role of 28 hours per week across 4 days. Due to the specific needs of our Customer Experience Department, the schedule outlined in the Role Requirements section is essential. Please ensure your availability matches before applying. All employees are eligible for paid time off to support work-life balance.

Key Responsibilities

Vetting Listings:

– Review submissions to ensure they align with our Community Agreements, Terms of Use, and comply with fair housing and employment laws
– Follow our detailed vetting process to maintain high-quality listings
– Communicate with listers about the status of their submissions
– Ensure all listings are ready for publication by Tuesday at 11:59 PM ET

Customer Support:

– Provide prompt, empathetic, and friendly email support to our community
– Meet our standards for response time and ticket volume
– Format tickets properly for accurate data tracking
– Notify the Director of CX and team of urgent issues using Asana

Data and Reporting:

– Track and report listing trends weekly to inform future improvements
– Document and report support ticket trends to address customer needs and service issues
– Help identify key metrics to guide customer experience success

Team Collaboration:

– Work with team members to support company-wide goals and CX-related projects
– Communicate clearly and provide/receive feedback regularly
– Assist the Director of CX with routine tasks such as updating FAQs, templates, and internal documentation
– Stay organized and productive while working asynchronously across teams

Requirements

Online Customer Support:

– At least 2 years of experience in online customer service or e-commerce
– Familiarity with CRM platforms and industry standards for response time and satisfaction

Project Ownership:

– Proven ability to manage multiple tasks and deliver on time
– Experience leading or owning key departmental projects

Collaboration:

– Comfortable using collaboration tools and working in a remote, asynchronous environment
– Strong communication and teamwork skills

Creativity & Growth:

– Eager to learn and improve customer communication and experience
– Open to feedback and committed to personal and professional growth

Community:

– Aligned with Listings Project’s mission and values
– Actively contributes to a positive, values-driven workplace culture

Technical Skills:

– Required: Experience with e-commerce CRM platforms, preferably Zendesk
– Preferred: Familiarity with payment processors, email marketing tools, and project management platforms like Asana

Additional Requirements:

– Must be based in the U.S. and legally authorized to work
– Must have a reliable internet connection and a video-capable computer
– Work is fully remote; a remote work stipend is provided

Schedule:

– Monday: 8 hours (approx. 9 AM–5 PM ET)
– Tuesday: 8 hours, including mandatory availability from 9 PM–12 AM ET; remaining hours flexible
– Wednesday: Off
– Thursday: 8 hours (approx. 9 AM–5 PM ET)
– Friday: Off
– Weekend: 4 hours, including Sunday coverage to vet listings and respond to support tickets by 5 PM ET (schedule set with manager)
– Holidays: Flexible time off available for those working on holidays

Compensation & Benefits:

– Hourly rate: $30/hour (for NY-based employees; adjusted based on location and market)
– Compensation is non-negotiable to support pay equity

Benefits Include:

– Fully remote work with a remote work stipend
– Generous paid time off: 10 personal/vacation days and 5 wellness days for part-time employees
– Flexible holiday time off
– 401(k) company match
– Professional development funds to support growth and impact