Member Experience Manager
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Common brings home to life by creating, designing and operating all-inclusive shared homes for those who live life in common. We combine community, convenience, and flexibility to make living with others a joy instead of a chore. Headquartered in New York, Common was founded by General Assembly co-founder Brad Hargreaves in early 2015.
Common partners with real estate owners and developers throughout the US to create community-minded homes. By doing this, we’re addressing the fundamental supply and demand issues that underlie housing in major cities today. Common opened its doors to its first building in Brooklyn in October 2015.
About the role
Common’s member base is growing rapidly and we are expanding to multiple new cities in 2017. We’re looking for a confident and caring Member Experience Manager to join our Member Services Team on a full-time basis. The Member Services team at Common is on the front lines supporting members to make sure each and every one of them has a brilliant experience with Common. With one hand you'll be helping the team with fielding phone calls and emails, with the other, you’ll be supporting our account management, sales, and property services teams to create incredible member experiences.
Responsibilities- First point of contact for our current Members
- Hire, manage and train a team of customer experience associates to provide day-to-day issue resolution for our members
- Leverage knowledge of products, services, and best practices to proactively provide support and guidance to members via phone, email and slack
- Implement and own ticketing system
- Create reports and process workflows
- Collaborate with product and leadership teams to share customer feedback and drive process improvement and optimization
- Bachelor's degree or equivalent working experience
- 3+ years in a customer-facing role on a customer service team; supervisory or management experience preferred
- Excellent written and verbal communication skills and experience with helpdesk ticketing implementation and management
- High attention to detail and the ability to proactively identify and solve customer issues
- Self-starting, entrepreneurial spirit and a "no task is too small" attitude
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