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Head of Customer Service



Customer Service
New York, USA
Posted on Friday, December 31, 2021
<div class="css-1o0ggr8"> <h1 class="css-j662fd"><span>Head of Customer Service</span></h1> <div class="css-0"> <span>Customer Service</span><span class="css-1vt3pbf">|</span><span>New York</span> </div> <div class="css-fu29kw"> <div class="css-1ksrgfl"> <p class="css-1gw9ymv"><b><span>Description</span></b></p> <div> <p>Exciting opportunity to build and lead Landa's Customer Service team, providing first-class service to our investors and residents. If you have experience building and leading a successful customer service team, a strong tech background, and are energized, organized and empathetic, we'd love to hear from you. This position is located at our office in NYC.<br></p> <p><strong>The Role</strong></p> <p>You will build and lead our team of Customer Service Specialists to support our investors and residents, and ensure a service experience that exceeds our customers' expectations. The CS team also communicates with our software development team about technical issues, bugs and product suggestions, so a strong technical or coding background is a must. As the Head of Customer Service, you will:</p> <ul> <li>Build and lead a passionate, high-performing CS team with an emphasis on driving success, adoption, increased usage and retention.</li> <li>Hire, scale, train, and retain our CS team as it grows, providing coaching and constructive feedback in alignment with Landa company culture.</li> <li>Manage all customer service activities including onboarding, training / education, retention, customer support and customer advocacy.</li> <li>Build automations, dashboards and reporting to provide ongoing insight into customer feedback. Ensure the customer journey is effectively managed and optimized to provide an industry-leading experience for our customers.</li> <li>Define and lead strategic initiatives for the customer service team that are aligned with key company goals.</li> <li>Foster a culture of customer empathy, partnership and continuous growth.</li> </ul> <p><strong>About Landa</strong></p> <p>Landa is a real estate investing app that allows anyone to become an investor from their phone. We buy homes, rent them out, and provide a way for anyone to invest in these rental properties from our app. We focus on getting things done and creating value. We don't email (we're on Slack). We don't do big or long group meetings, and we use our Macs and Slack to build incredible products.</p> </div> <b><span>Benefits</span></b><div><ul> <li>Health Care Plan (Medical, Dental & Vision)</li> <li>Stock Option Plan</li> <li>Paid Time Off (PTO & Public Holidays)</li> <li>401k</li> </ul></div> <b><span>Salary</span></b><div>150,000-200,000$</div> <div class="css-s93cls"><button class="css-18qag7o">APPLY NOW<img src="/_next/static/media/arrow-dark-green.cfe95d7b.svg" class="css-1potahh"></button></div> </div> <div class="css-1ksrgfl"> <b><span>Requirements</span></b><div><ul> <li>Experience directly managing a Customer Service team at a technology or tech-related company, with a minimum of 6+ years of people management experience</li> <li>Experience managing workforce planning for a multi-site, remote-working team across time-zones, in a high growth environment</li> <li>Working experience with Python, SQL or React to extract, manipulate and analyze data; Strong excel skills</li> <li>Proven ability to scale and manage CS team processes to increase efficiency while maintaining top-notch service quality</li> <li>Customer empathy, analytical rigor, and strategic thinking</li> <li>Ability to connect with your team and provide hands-on, enthusiastic leadership and mentorship</li> <li>Experience working with internal product / development teams to communicate technical issues and product requests based on customer feedback</li> <li>Experience creating, implementing and optimizing a repeatable, adaptable playbook</li> <li>Excellent written and verbal communication and presentation skills, including at the leadership level</li> <li>An undergraduate degree in Engineering, Mathematics, Statistics or a related field </li> <li>Coding background - a plus!</li> <li>Experience in real estate investing or property management - a plus!</li> </ul></div> </div> </div> </div>
Landa is an equal opportunity employer.