Customer Experience Lead

Properly

Category
Team Canada
Location
Toronto
Job Function
Customer Success
Seniority
Senior
Toronto | Customer Success | Senior

We are looking for a Customer Experience Lead. In this role, you’ll set the direction for how we can elevate our client experience. We’re rethinking how customers experience real estate transactions from search to sale and it’s just the beginning. In this role you will grow and lead an internal team and partner with Properly real estate agents to deliver a stress-free buying and/or selling experience to our clients.

About Properly:

At Properly, we are on a mission to make real estate customer-centric. We envision a future in which real estate transactions involve dramatically less friction and surprising simplicity, and where Properly is the first choice of all Canadians throughout the entire experience of buying, selling and owning a home. Check out our CEO’s note on the culture we are trying to craft at Properly. Properly is headquartered in Toronto. We have a foundation of experienced operators on our team (Uber, Wealthsimple, TopHat, Wave, Ritual, Shopify, Blackberry, etc.) and have raised over $115 million in funding from investors including FJ Labs, Prudence, Golden Ventures, iNovia Capital, AlleyCorp (Kevin Ryan). Silicon Valley Bank and others. We are an equal opportunity employer and celebrate diverse experiences and perspectives because they make our team more successful.

What you will do:

– Our Customer Experience team supports our customers from the day they decide to buy and/or sell with Properly, to when their purchase and/or sale is complete! You will establish the strategy and roadmap for how Properly interacts with customers and ensures a seamless and delightful transaction experience

– Own our customer NPS metric and seek to continuously improve our score by testing new strategies to drive customer value

– Scale the team as our business grows in a way that is resource efficient by working with our business operations and product teams to leverage automation

– Operate with an empathetic understanding of our customer and act as a voice of the customer in cross-functional initiatives

– Map the customer journey and identify opportunities to remove friction and address pain points

– Create systems for managing adjacent services and establish a network of reliable partners including lenders, mortgage brokers, home improvement contractors and lawyers

– Collaborate with sales and real estate agent team leaders to optimize the end-to-end customer relationship

– Establish objectives and metrics to monitor team performance, and be accountable for the team’s ability to meet these objectives on a quarterly basis

– Hire, onboard and manage team members to create a culture of excellence across the CX function

What we are looking for:

– 4+ years of experience leading customer service/experience teams

– Track record for building and growing world-class support organizations characterized by customer-centricity and high productivity

– Experience in a fast-growing technology company is preferred; real estate experience a bonus

– Strong problem solving abilities, and a proven track record for finding creative solutions for complex problems

– Analytical mindset and the ability to interpret business intelligence to develop strategy and make recommendations

– Excellent leadership, management, and interpersonal skills such that you can manage and inspire a growing team

Apply Now

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