Job Description

MicroHOA is the management solution for small HOAs.  We are focused on serving small HOAs, the volunteers who run them, and the developers that build them. We are growing to expand our unique business model nationally in the small HOA management and developer sector.

Job title: Onboarding and customer support associate Location: West Coast

Job description: The Onboarding and Customer Support Associate plays a key role in the quality of experience for clients, partners, and team members. This person is responsible for collecting, uploading, and organizing the records needed for management, and inputting them to our management platform; and providing customer support through our management platform. You will work closely with owner/partners, onboarding leader, and customer support leader on service delivery, and independently on routine workflow. This is a great opportunity to capitalize on your HOA management experience with a goal of long term career and income growth, and leave behind the stressors of traditional CAM roles. 

Responsibilities: Guide and support new clients to collect, input, and upload all resources;

Meet onboarding deadlines. 

Support current customers and business systems; train new customers on platform features; assist customers with options to solve common HOA problems; develop templates and systems to improve customer experience and results; provide education on our service and industry to improve customer experience. 

Duties:  This person will have a variety of duties in two client service areas: 

-Customer support:

Identifying areas of need for customers and directing them to resources and help. 

Responding to customer support requests through an online platform, email, and phone

Constantly monitor if clients and vendors are compliant and in the system 

There are no HOA meeting hosting or on-site responsibilities at customer communities. 

-Onboarding new accounts: Work directly with the client’s board of directors at kick-off to outline MicroHOA’s organized onboarding process.

Work directly with past management company to transition records. 

Collect documents and information necessary for account setup.

Gather and upload information into management software. Enter association financial information at onboarding new client; add association records, vendors, and financials into management software.

Collect necessary documentation from owners, clients or vendors – i.e. W9, ACH, COIs, etc;

Coordinate information delivery to our software, banking, and bookkeeping partners.

Job characteristics:  Work location is primarily from home. Our team works together daily through online platforms and communication channels. This opportunity is a great fit for someone who is multi-talented, likes variety in their work, and needs flexibility. There is also future income and leadership growth opportunity on our team. 

Candidate qualifications

Experience/education: Minimum 3 years HOA management experience required; minimum Bachelor’s degree. Required experience with Microsoft Office and Excel. Strongly preferred experience with Vantaca or other HOA virtual customer support software technology. 

Qualities: Communication and problem solving skills are key! Patience and kindness are required. Reliable and accountable to commitments. Our ideal team member has a collaborative manner; demonstrated ability to meet routine and project based deadlines; ability to work independently in a clearly organized process to support customer operations; and solid understanding of the importance of individual contribution to the success of a small business. 

Skills/Requirements: Written and verbal communication skills for phone, email, and virtual meeting required. Confidence with learning and managing business software is essential. Ability to prioritize work and adapt to customer and team priorities. Virtual work requires a dedicated work space and a professional presentation for virtual meetings and communication.

Hours: Full time. 

Location: Hybrid, primarily work from home.

Compensation: Base salary + performance bonus. 

Base salary: $65,000 annual paid in semi-monthly installments.

Bonus: 10-20% salary bonus tied to achievement of established company growth and/or individual goals. 

Expense reimbursement: Reimbursement for travel, and other business expenses; 

Professional development expenses, subject to approval.

Travel and promotional expenses, subject to approval.

Travel: Occasional. 

Further job details available upon request. Please provide a resume to ceanne@microhoa.com.

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