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Customer Experience Manager

| Greater NYC Area

About Better.com:

We’re one of the fastest growing homeownership companies in America. Why? Because we’re building a better way to get home and our customers love it. By combining smarter technology with an award-winning team of mortgage experts, we’re making homeownership so simple it feels magical.

So far, we’ve:

  • Helped more than 10,000 families get home
  • Financed over $3B in loans
  • Saved families an average of $32,000 in fees over the life of their loans
  • Grew our geographic coverage to 36 states, up from 15 states from a year ago

And we’re not slowing down. We continue to outpace the rest of the industry at every turn.

Our backers have helped build some of the most transformative tech and finance companies in history. Kleiner Perkins, Goldman Sachs, IA Ventures, Ally Bank, American Express, and others have invested over $150MM in Better and our vision of making homeownership magical.

A Better opportunity:

Customer experience is not something that companies typically care about in our industry - at Better, it is core to our business. We’re building a world-class customer service organization - one that combines highly effective processes and systems with a customer experience that people will rave about.

We are looking for someone to scale and oversee our customer engagement team. The ideal candidate for this role has a proven track record and passion for creating fantastic customer experiences. Someone who knows what world-class customer service looks like, and who is itching to be the driving force behind an amazing customer success team. This role will be instrumental in shaping the customer engagement team, its policies, processes and ongoing growth.

Responsibilities will include:

  • Building and managing a team of 30+ customer engagement specialists
  • Developing and implementing processes and procedures for customer engagement team
  • Managing, coaching and training individual specialists and managers
  • Define and own inbound engagement experience including but not limited to:
    • Call routing
    • Scripting
    • Call transfer and qualifying
    • Customer escalations and complaints

Bonus points for:

  • Prior experience working at fast-growing start-up
  • Prior experience in hospitality

About You:

  • 7+ years of experience in hospitality, customer delight or success
  • 3+ years of management experience
  • High empathetic and customer centric
  • A proven leader and mentor
  • Strong bias-to-action, as well as a strong sense of practicality and effectiveness
  • Excellent communication and relationship-building skills.
  • Highly adaptable, and able to thrive in ambiguous or uncertain environments

Things we value:

  • Curiosity. Why? How? Repeat.
  • Nerdiness. Financial news and trends are fascinating. Seriously.
  • Relentlessness. No one here gives up. We try. We fail. We try again.
  • Passion. If you don’t get excited about homeownership, mortgages, and real estate, it simply won’t work.
  • Smarts: book and street. We have to use all the tools at our disposal to build Better.
  • Empathy and Compassion. You understand that people's biggest dreams are in your hands.
  • Communication. Can you ask for help or put your hand up when you don’t understand?
  • Building. Doing. Making. Yes, we have to do a lot of thinking and talking to figure this stuff out, but you can’t wait to leave the conversation and build it.
Read Full Job Description

Location

Across the street from the tallest building in the western hemisphere.

What are Better.com Perks + Benefits

Better.com Benefits Overview

Life/work, not work/life- All work and no play is a recipe for a breakdown. So we give our team members unlimited time off.

Community Feels- Happy hours, birthday parties, book clubs, and more. We believe in building a community, not just a company.

Tools of the Trade- From cozy couches to new computers, Better provides whatever you need to help us succeed.

Full Health Bars- We take care of our own. Better offers fully funded health, dental, and vision benefits, as well as a 401k plan and up to 20 weeks paid parental leave.

Food For Days- Hungry employees aren’t happy employees. That’s why Better team members get free lunch, dinner, and snacks. Every. Single. Day.

Competitive Compensation- Cash and equity. If you care about that sort of thing. Which we do.

Culture
Friends outside of work
Eat lunch together
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
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