Senior Associate

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It’s hard to believe that it’s 2025 and paying rent on time is expensive, inflexible, and difficult. We’re here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team?

• Technical Support & Issue Resolution:
• Respond to and resolve partner-submitted support tickets related to network connectivity, system access, and performance issues.
• Work closely with property management employees to troubleshoot and resolve issues affecting their operations, ensuring minimal downtime.
• Diagnose problems related to network configurations, PMS integrations, and partner connections.
• Escalate complex issues to higher-level support teams or vendors as needed, ensuring timely resolution.
• Communication & Collaboration:
• Serve as a key point of contact for property management staff and external partners, providing clear and timely updates on ticket progress.
• Partner with our Success and Operations teams to ensure quality of content and communication style conducive to our partner’s expectations and Flex standard of care.
• Collaborate with IT teams, vendors, and third-party partners to identify and resolve recurring network issues.
• Document support interactions, solutions, and best practices to improve service quality and response times.
• Monitoring & Incident Management:
• Monitor network performance and system health using monitoring tools, proactively addressing potential issues.
• Follow incident management procedures, ensuring that issues are logged, tracked, and resolved according to service level agreements (SLAs).
• Assist in implementing preventive measures to reduce the occurrence of common network issues.
• Training & Documentation:
• Provide training and guidance to property staff on basic network troubleshooting and best practices.
• Maintain detailed documentation of network setups, troubleshooting procedures, and common support scenarios.
• Contribute to the creation of FAQs and knowledge base articles to enhance self-service capabilities.

• 2+ years of experience in a network support or technical support role, preferably in the property management or hospitality industry.
• Experience with PMS platforms such as Yardi, Realpage, Entrata, ResMan, or equivalent is a plus.
• Proficiency with ticketing systems (Zendesk, ServiceNow, or similar) and remote troubleshooting tools.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills with a proactive approach to issue resolution.

• Associate or Bachelor's degree or equivalent experience.
• Experience in supporting API integrations between PMS and third-party partners.
• Property Management or Property Management Vendor experience is a plus.

• Strong customer service orientation with a focus on relationship-building.
• Ability to prioritize tasks and manage multiple support requests simultaneously.
• Detail-oriented with strong organizational skills.
• Willingness to work in a dynamic environment and adapt to changing priorities.