Description

A little bit about us.

At TurboTenant we believe in leveling the playing field by giving small 1-50 unit landlords the tools that the large apartment complexes have. And we offer them for free. So far we have helped over 250,000 small landlords manage their rental properties and create a great experience for their tenants!

If you join us, you can look forward to working in a fast-paced, performance-driven startup environment. We’ve all got more work to do than hours in the day, but you’ll be making a big impact on both the company and the lives of our users. There is no shortage of opportunity for a self-starter who takes ownership of their work and can execute.

Who we are looking for:

We’re looking for a manager for our Customer Experience (CX) team who can use data and experience to enhance the way we support our users at TurboTenant. You’ll lead a team of four brilliant CX Agents in sales, product support, and fraud prevention through chat, email, and phone conversations. You’ll be responsible for championing the needs of our users and CX team to the rest of the TurboTenant organization. You’ll also work closely with Product Development, Marketing, and Operations to differentiate the TurboTenant offering within the industry. This position reports directly to the Chief Product Officer.

As CX Team Manager you will:

• Establish best practices for how we support our landlords and renters.
• Create and manage a sales program that targets visitors to TurboTenant and converts them to sign-ups and ultimately customers.
• Manage the performance and growth of the Customer Experience team by conducting 1 on 1s and performance reviews, and establishing a budget for team growth.
• Hire, train, coach, and develop a team of CX professionals.
• Establish meaningful key performance indicators that impact the success of TurboTenant, and execute against them.
• Define quarterly and annual OKRs for CX, in alignment with the rest of TurboTenant.
• Set high standards for each touchpoint the CX team has with users, and support team members as they work to meet those standards.
• Be a recognized champion of TurboTenant’s values and the CX Team’s principles, both internally and externally.
• Handle administrative tasks like shifts and coverage schedules.

Requirements

You’ll need the following in this position:

• Very strong written and verbal communication skills.
• History of customer experience/success at a technology startup, SaaS preferred.
• Management experience at a technology startup.
• Strong track record of defining and executing against key performance indicators.
• Ability to build trust and rapport with our CX team and the stakeholders at the company.
• Ability to challenge team members and be challenged to achieve team goals.
• Familiarity with Customer Support tools, preferably Intercom.

You don't need to have a certain degree or background. We care more about your work ethic, leadership skills, attention to detail, communication skills (especially written), a history of coworkers that loved working with you, and an eye for great customer experience.

TurboTenant and our Customer Experience team is located in beautiful Fort Collins, Colorado, and we would love it if you were too. Preference will be given to candidates that can work out of our office.

To apply for this position:

Send a cover letter and include (1) one key experience that makes you perfect for this role and (2) a short (1-2 paragraph) review of either TurboTenant’s or one of our competitor’s Customer Experience. You will not be considered for this position without a cover letter.

Benefits

We believe the two most important things we can provide our team members are:

1. An environment that will push you to reach your potential.
2. The opportunity to make a big impact on both TurboTenant and the proptech industry.

That being said we're also proud to offer:

• Competitive Compensation and PTO package
• Medical / Dental / Vision
• Paid birthday off
• 401k Matching
• Generous equipment budget
• A productive office environment