Engagement Specialist
Our engagement team is seeking someone who is comfortable talking on the phone (and in person) to customers, answering support questions, doing feature demos, and creating happiness through verbal communication. Oh, by the way - you can live anywhere (within USA timezones) and we have great benefits.
Job Overview
Engagement Specialists at OwnerRez blend customer service and consultative sales. You’ll be both a trusted advisor and a problem-solver, guiding prospects through the buying process, supporting new clients during onboarding, and ensuring long-term success as they grow with our platform.
This isn’t a traditional support role. It’s not a hard-closing sales role either. Instead, you’ll use empathy, technical know-how, and consultative communication to help customers succeed, strengthen loyalty, and identify opportunities for growth.
We’re looking for a natural problem-solver who thrives on building relationships and enjoys switching between support and sales conversations, sometimes within the same call.
Responsibilities
Engagement Specialists are responsible for creating and maintaining lasting customer relationships by acting as the primary point of contact between the business and its customers. Their role is to provide quality customer service, ensure initial client expectations are properly set, and to allocate the proper resources to solve complaints and issues.
Answer pre-sales questions and guide prospects through evaluation.
Qualify incoming opportunities, document details in our Sales Accounts Database, and connect prospects to the right solutions.
Support customers with understanding features, technical issues, and account challenges.
Collaborate with colleagues to manage larger accounts and ensure seamless handoffs between sales and other support personnel.
Follow up with account closures to identify root causes, resolve issues, and, when possible, recover the relationship.
Analyze customer trends and share feedback with leadership and the development team.
Stay connected with the team through online meetings and productivity tools.
Take on other tasks as needed, with occasional (optional) travel opportunities to industry and client facing events.
Qualifications
What We’re Looking For
You’re a clear communicator with empathy, patience, and persistence. You enjoy making technical concepts easy to understand, and you’re motivated by helping people succeed, whether they’re just considering OwnerRez or have been with us for years.
Skills & Experience
- Strong communication skills (written and verbal) with the ability to engage customers professionally.
- Technical foundation with 1–2 years in technical support or another customer-facing technical role.
- Customer-focused mindset; prior service or support experience is highly valued.
- Consultative approach to sales; experience handling objections, identifying needs, and guiding prospects is a plus.
- Bonus points for prior sales, customer success, or vacation rental software experience (including OwnerRez).
Remote Work Requirements
- Reliable high-speed internet connection.
- Quiet, distraction-free workspace.
Am I a fit for this position?
You’ll thrive at OwnerRez if you:
- See “selling” as problem-solving, not just closing deals.
- Value long-term relationships over quick wins.
- Are comfortable with frequent phone and video calls.
- Can empathize with users of all skill levels and make them feel empowered.
- Obsess over details and enjoy solving complex, varied problems.
- Embrace efficiency and scalable processes.
- Are self-directed and comfortable working with minimal oversight.
We’re committed to excellent support, so we’re looking for candidates ready to dedicate at least 1–2 years to helping OwnerRez customers succeed.
Compensation & Benefits
- $46.8k–$57.2k (negotiable based on OwnerRez or STR experience)
- Fully paid health benefits
- Flexible PTO policy, subject to team schedule and needs
- 100% remote work
- Rare travel, with potential for annual team gatherings
How to Apply
Thank you for your interest in joining OwnerRez as an Engagement Specialist. Take the Engagement assessment using this link: Engagement Assessment hosted by TestGorilla - should take 35 minutes or less.
After taking the assessment, be sure to fill out our application form.
Only applicants who live within a USA timezone (or nearby) will be accepted. Must be online during business hours of 9am - 5pm Eastern (UTC-5). Exceptions may be made depending on the applicant's time zone and personal situation.
If you pass the initial testing and resume round, you will be asked to interview.