VP of Service and Support

| Greater NYC Area
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Who are we?

At Sealed, we’re unlocking comfort, value, and efficiency in aging homes—and transforming energy, finance, and home improvement along the way.

With Sealed, it’s easy and affordable to solve the problems that make houses too hot, too cold, and too wasteful. In partnership with energy utilities and certified contractors, Sealed finances key home improvements using the money homeowners currently waste on energy.

Homes are renewed from the inside out—all without increasing homeowners’ monthly bills. Upgrades like HVAC, insulation, air sealing, and smart home technology transform the way a home feels and functions. Sealed coordinates projects from beginning to end, and we stand behind our work. If we don’t reduce a home’s energy use, we don’t get paid.

Sealed is backed by a $5 billion global investment firm and has major partnerships with large utility companies like Con Edison.

Based in New York City, Sealed was by Lauren Salz (CEO, Forbes 30 under 30, former McKinsey) and Andy Frank (President, energy efficiency veteran).

Learn more at www.sealed.com.

What will you do?

As VP of Service and Support, you will lead the entire post-signature customer experience. 

You will be an important member of the Sealed executive team, reporting directly to the Co-Founder and CEO. Your team will be responsible for delivering seamless implementation of home upgrade projects and nurturing customer evangelists through ongoing engagement and support. 

More specifically, you will:

  • Own the entire customer experience post contract signature, including project installation, account management, and customer support
  • Formalize and grow our installer program: hire and oversee contractor network managers to recruit, train, and nurture the relationship with installers, including ongoing training and negotiating pricing agreements
  • Lead the expansion of our service and support operation (from covering 1 state to ideally 10+ in the next 18 months)
  • Recruit and manage customer support and implementation specialists (currently 2)
  • Identify areas of improvement for our product and customer experience and collaborate with other departments to implement changes
  • Optimize the playbooks for resolution of customer questions and complaints
  • Consistently improve customer and installer satisfaction KPIs
  • Establish processes to generate positive customer reviews, and ensure thoughtful and prompt responses to negative ones
  • Identify and implement strategies for up-selling and cross-selling that add value to both customers and Sealed
  • Work cross functionally with Business Development, Marketing, Product, Sales and Finance organizations as an an active member of our executive team
  • Report directly to the Co-Founder and CEO

Who are you?

You trust and delegate, but you verify with data and catch errors with fail safes. When you call, an army of talent awaits to follow you to your new job. You are relentless and won’t rest until you fix something that is broken. Your calloused hands have built teams, processes and systems. You always put the customer first.

Requirements

  • 10+ years of work experience in service or implementation
  • Consistently promoted within top-tier service organizations
  • Experience implementing a complex, high consideration product in high volume
  • Significant leadership experience (managed both individual contributors and managers)
  • Comfortable managing a small team, with a strong vision and experience of building a team of experienced leaders
  • Proven recruiting process to attract top talent
  • Experience building something from the ground up
  • Ability to coach people of varying levels of expertise

Compensation/Benefits

  • Competitive salary, unlimited PTO, stock options, health benefits
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
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    • IllustratorDesign
    • PhotoshopDesign
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    • AsanaManagement
    • WordpressCMS
    • SalesforceCRM
    • OutreachCRM
    • HubSpotEmail
    • HubSpotLead Gen

Location

Centrally located for an easy commute from all NYC boroughs and commuter towns. Lots of lunch restaurants, plus Bryant Park for a fresh air break!

An Insider's view of Sealed

What’s the vibe like in the office?

Our office environment encourages collaboration and team building between departments and individuals. Sealed promotes healthy living in and out of the office with yoga classes, work out clubs and going to the bar! We also have plenty of office dogs to go around!

Matt

AE Manager

How do you collaborate with other teams in the company?

I try and create opportunities to have both casual and meaningful interactions with the rest of the team. During on-boarding, I give a presentation to all new Sealed members giving the history of the company and the potential we have to make a large energy and environmental impact.

Andy

Founder and President

How does the company support your career growth?

I have grown a lot in 1 year at Sealed generally, and I have improved my sales skills enough to be promoted from SDR to AE. Sealed loves to invest in their employees and promote from within. Management is always willing to meet with people to discuss their career goals and help lay out the expectations for ways you can advance.

Justin

Account Executive

How do you empower your team to be more creative?

Whether addressing complex industry-wide challenges or addressing dilemmas in our business’ day-to-day, we encourage our team to seek to understand the root causes of problems, and to try solutions from new angles. Being curious, inquisitive, and persistent in overcoming obstacles are central values at Sealed.

Lauren

CEO and Cofounder

What makes someone successful on your team?

It's not hard to be successful when you truly believe that what you're working towards: helping people be more comfortable and healthy, all the while bettering the environment. This belief in the product, paired with determination and hard work makes someone successful at Sealed.

Jan

Operations Analyst

What are Sealed Perks + Benefits

Sealed Benefits Overview

Unlimited PTO and generous healthcare plans (including vision, dental and life/disability options)

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Fun Committee!
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Sealed hosts company outings monthly! Some favorites have been ping pong tournament, Mets games, and a Zoom visit with a hippo at the zoo (during quarantine)
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Promote from within
Time allotted for learning
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