Backed by A-list investors at the intersection of tech and real-estate, NYC-based Rhino is freeing up tens of billions of dollars for renters all over the United States. We have created a platform that allows renters to sidestep the exorbitant up-front cost of renting an apartment by getting rid of security deposits, with a solution that is beneficial for both renters and landlords. 

Solving a $190 Billion dollar problem that affects virtually everyone in the country, we have a huge opportunity ahead of us, and with new funding secured we’re growing the team company-wide. 

As the Director of Support at Rhino, you’re going to be an integral part of what we’re trying to accomplish. You will be tasked with leading and advancing our renter support experience. Rhino is solving an important problem that impacts millions of people every year, as the Director of Support, you’ll have a recognizable impact on our mission of creating more affordable access to housing. 

In this role you will:

• Lead, manage, train, and grow the Rhino renter experience team.
• Responsible for the end-to-end renter support; ensuring excellence across all channels, including phone, email, and chat.
• Build relationships with peers in the Partnerships, Product and Engineering organizations to identify and solve renter reported issues and feature requests. Ensure priorities, timelines, and expectations are aligned across all teams.
• Develop scalable training materials, tools, and policies & procedures for a growing renter experience team
• Build and execute a plan to add phone and night/weekend support 
• Develops key performance indicators that create operational efficiency and deliver the best renter experience 
• Represent and champion the renter experience function within Rhino, to the executive team, other departments, and external stakeholders.

We’re ideally seeking:

• 5+ years of Customer Support or similar experience.
• 3+ years of experience managing a >5 customer support staff in a high-growth SaaS environment. 
• Proven ability to build, motivate, mentor, and retain customer support teams.
• Track record of building scalable processes and procedures for a support team.
• Strong knowledge of product support technologies and tools to build best practices (Zendesk experience is a plus).
• Ability to utilize data to drive efficient changes in processes, training, and execution in a growing organization. 
• Strong communication and planning skills with the ability to manage customer interaction with empathy to help drive successful outcomes.