Head of Customer Experience

About Handy

At Handy we're on a mission to change the way the world buys home services. Every day, we connect our customers with great home service professionals by leveraging innovative technology, operations, and marketing. Handy is growing rapidly and expanding its services all across the country...but we've still got a long way to go. We're looking for great people to join our team and take us to the next step.

About the Role

The Head of Customer Experience sets the strategy and manages the day-to-day execution of CX team with the goal of supporting customers and professionals when they need it. We're looking for a customer support professional who is passionate about solving problems for our users while maintaining high performance and production standards. This is a critical role for the company - serving as the front-line for our users - and will require you to work closely with our Operations, Product, Engineer and Executive teams.

In this role, you will be responsible for:

  • Set overall strategy of Customer Experience and Support at Handy including contact channels and sourcing strategy to drive metrics such as CSAT, cost per interaction and retention
  • Develop and manage CX team at HQ to drive optimal production day-to-day and handle escalations
  • Oversee remote team performance and own vendor relationships and contracts
  • Represent CX to the Senior Leadership team and other departments to drive CX initiatives and impact overall business, including operating KPIs, initiative progress, and Voice of the Customer feedback

What we're looking for
  • 4 to 7+ years experience in customer experience with at least 3 years as a people manager
  • Must have experience managing relationships with multiple outsourced vendors across the globe
  • Must have experience maintaining and developing operational statistics, financial management information and results reporting
  • Extensive organizational and time management skills - must be able to multitask constantly throughout the work day
  • Strong Verbal and written communication skills
  • Bachelor's degree required, MBA a plus

Compensation & Benefits
  • Competitive salary and equity commensurate with experience and performance
  • Full medical, dental, vision package to fit your needs
  • Monthly Handy credits
  • Unlimited vacation policy; work hard and take time when you need it
  • A fun office in the heart of Manhattan, always stocked with coffee, snacks and drinks; catered lunch and dinner, foosball, office events and team outings
  • Ground floor opportunity with the team
  • The rare opportunity to work with a sharp, motivated team solving some of the most unique challenges and changing the world

See Inside the Office of Handy

Handy is revolutionizing the world of household chores by connecting individuals to top-notch professionals with the click of a button. In under 90 seconds, users can schedule whatever help they need right from the app. Now in Boston, New York, and 24 other cities, customers simply choose their location, service required, and preferred time slot, and Handy does the rest, from sourcing talent to handling background checks.

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