Senior Manager, Customer Care

HomeSuite is on a mission to change the way people live. We want to make leasing a property as easy as booking a hotel. Finding housing today is a nightmare: unlike hotels and vacation rentals, the real estate industry is entirely offline. We want to bring rentals and apartments to people with a simple click. From search to signing the lease, and even on move out day, we are committed throughout the entire rental process.

This revolutionary product is driving explosive growth and we are backed by top tier VCs (Foundation Capital, Battery Ventures, Bessemer Venture Partners and Google Ventures). Our leadership team is obsessed with enabling HomeSuite to achieve its potential as a massive company and building a strong, values-based culture that is visionary, performance-oriented, collaborative, and customer-centric. Through our hard work and passion, we believe we can create a new industry of on-demand housing.

Want to learn a little bit more about what it's like to work at HomeSuite check us out on The Muse here!
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
·       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

Desired Qualifications/Skills

  • 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

We are passionate about our mission and our marketplace, and everything we do helps drive us to our goal of creating on-demand housing. We are also conveniently located in San Francisco; a city with great nightlife, beautiful outdoors, and world-class culture right at your fingertips. Come join the team that is bringing the real estate industry online. We need your help to make leasing a property easy and efficient.
·       Fully Subsidized healthcare (Medical, Dental, Vision)
·       Generous Stock Options
·       Unlimited PTO
·       $100 commuter benefits towards any form of transportation
·       HomeSuite credits 
·       Snack filled kitchen

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