Sr. Customer Experience Manager

Remote from
Anywhere 🌎
Job level
Senior
Job type
Full Time,
Opening date
Closing date
26 Jun 2022
Views
180

As the leading marketplace for single-family rental homes, our mission is to make real estate investing radically accessible, cost effective, and simple. We successfully merge our passion for helping investors build wealth through real estate with cutting edge technology that transforms the way they do it.

How it’s going (and growing) 

With a talented team of 500+ Roofsters, our collaborative and can-do culture is what fuels our growth. We recently closed on our series E, raising nearly $400 million, and have offices in California, Texas, and New York as well as many remote opportunities. Our growth includes recent acquisitions of Great Jones (full-service property management) and Stessa (financial management software) to empower customers with a seamless way to acquire, manage, and track their investment properties on one platform.

Under our roof 

We get a lot of attention for our innovation—like being on the Forbes Fintech 50 and Red Herring 100—but we’re most proud of being recognized as a Great Place to Work® (Check out our reviews!). We’re nice, get things done, and have fun. We champion professional growth and work-life balance. In fact, our values are B.A.D.A.S.S.

Be customer obsessed.

Act like an owner, because you are one.

Don’t be afraid to break things in the pursuit of better.

All of us are empowered to do the right thing.

Stay curious and create what’s next. Fast.

Seriously. No jerks.

Roofstock is looking for a Senior Customer Experience Manager to help us deliver an exceptional customer experience to our Property Management customers. We’re looking for an individual who is passionate about customer experience, is excited about digging into the weeds of processes and touchpoints across the customer journey, and is motivated by the opportunity to build and grow the culture of our growing Customer Experience function. To be successful in this role, you must be able to think strategically and be able to execute quickly.

What You Will Do

  • Help to define our customer support strategy as we scale – grow our business standards and metrics-based evaluation framework
  • Get into the weeds with our product and ops team to build a highly effective customer support system
  • Manage sensitive or high-value customer interactions
  • Evaluate external tools and vendors as necessary. Assist with implementations of new CX systems and platforms, as needed
  • Lead a team of employees excited about delivering high-quality support, in line with our company values

What You Bring With You

  • Bachelor’s Degree
  • 5+ years in a customer success role, ideally in a multi-channel call center operation
  • 3+ years of management experience
  • Experience growing a customer service team quickly, preferably working with both inhouse and external teams
  • Fluency in CX ticketing systems, Salesforce or Zendesk preferred
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FAQ

What position is Roofstock hiring for?

Roofstock is hiring a remote Sr. Customer Experience Manager from Anywhere 🌎

What type of employment does Roofstock offer?

This is a Full Time role.