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?
We are seeking a detail-oriented and solution-focused Lead, Partner Network Support to provide a broad range of support across all operational facets of our Partner Network, in order to deliver and maintain operational excellence in serving our Property Management partners. Areas of focus may be, but are not limited to, technical support and troubleshooting for property management system (PMS) networks, financial reconciliation, property change management, and generalized Flex product operations. The ideal candidate will work through partner-submitted tickets, collaborating with property management teams to resolve network-related issues effectively and efficiently. This role requires strong communication skills, technical expertise, and a commitment to delivering exceptional support experiences.
Key Responsibilities:
- 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.
Required Qualifications:
- 3+ 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.
Preferred Qualifications:
- 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.
Key Competencies:
- 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.
The compensation range for this role will be commensurate with the candidate's experience and Flex's internal leveling guidelines and benchmarks. For working locations in NY/NJ/CA, the base salary pay range will be $88,000 - $102,000. For all other states, the base salary pay range will be $79,000 - 92,000.
Life at Flex:
We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.
We offer many employee benefits. For full time, U.S. based employees we offer:
- Competitive pay
- 100% company-paid medical, dental, and vision
- 401(k) + company equity
- Unlimited paid time off with a PTO minimum + 13 company paid holidays
- Parental leave
- Flex Cares Program: Non-profit company match + pet adoption coverage
- Free Flex subscription
For full time non-US employees, we offer
- Competitive Pay
- Company Equity
- Unlimited PTO
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