Customer Care Senior Manager

HomeSuite makes money from a user committing to a unit. When a person agrees to sign a lease, the startup takes a percentage of the first payment ranging from five to ten percent, with the cut decreasing on more expensive units. HomeSuite is reducing the amount of work its users would have to put into moving in and out of a unit.

We are seeking a talented and experienced individual to run our Customer Care team and swiftly deliver on the following: Develop and Lead a World-class Customer Success Team. Enhance effectiveness and efficiency through the implementation of process and technology systems. Drive Customer Success Team metrics and Reports. Inspire Customer Success Across Company.

• Develop and Lead a World-class Customer Success Team
  • Grow the team by attracting high potential contributors
  • Create rapid onboarding process for new team members
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team
• Enhance effectiveness and efficiency through the implementation of process and technology systems
  • Establish efficient processes to address customer care tickets (ticket creation, assignment, actions taken, and closure status)
  • Structure ZenDesk reporting platform to automatically capture and process tickets
  • Create ticket reporting capabilities with internal Company personnel as well as outside customers
  • Structure team to optimize efficiency
• Drive Customer Success Team metrics and Reports
  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Expose subset of metrics to executive team, company and board
• Inspire Customer Success Across Company
  • Create company-wide culture of Customer Success
  • Create and present weekly updates from Customer Success to each functional area of the company to highlight strategic needs
  • Create and present weekly updates to the Executive Team outlining Company successes and areas in need of attention

• 4-7 years’ experience in managing customer-facing organizations
• Startup experience highly valued
• Experience in leading large customer service teams, including hiring and firing, and performance management
• Leading the transition from exempt to nonexempt employees highly valued
• Deep knowledge of structuring ZenDesk or other CS applications
• Ability to manage influence through persuasion, negotiation, and consensus building
• Both post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent written and verbal communication skills
• Minimum of a Bachelor’s degree