Time zones: EST (UTC -5) MST (UTC -7) ART (UTC -3) UTC -4 UTC -4:30 UTC -3 UTC -2 SBT (UTC +11) GMT (UTC +0) CET (UTC +1) EET (UTC +2) MSK (UTC +3) “We are currently hiring exclusively in the United States for this position."
🚀 Want to join a team of A players in an exciting high-growth entrepreneurial environment?
We’re a small team solving big problems in the property management industry. Bootstrapped since 2013 we're passionate about helping small businesses simplify growth and streamline operations providing the leading CRM in our space.
The long version of our story: Back when web 2.0 was a thing ( get off my lawn! ) LeadSimple’s founders started a lead generation business connecting landlords with property management companies. Witnessing the challenges lead buyers had closing deals led into a natural segue to build out an industry-specific CRM which became the de-facto industry standard. Fast forward to 2020 when we released a process/workflow suite to move from the sales side of our clients business into the heart of day-to-day operations. The market was hungry and responded aggressively to the new direction which led us to double down with growth and additional product expansion.
Expectations for your first 90 days:
- Put customer interaction satisfaction metrics in place and leverage of that information with the inbound team
- Measure the call satisfaction rating and include in department scorecard
- Decrease call volume by eliminating the root cause issues
- Hire and successfully onboard additional Customer Support Reps
- Develop and implement inbound playbooks
- Work towards having a considerable percentage of inbound calls solved and eliminated
A day in the life of…
- Core value champion - Foster a company-wide culture of customer-centricity aligning with the company’s mission vision and values.
- Develop and Execute Strategies - Enhance the impact of Customer Support customer retention and product adoption.
- Set and Manage KPIs - Communicate and monitor the metrics for the Professional Services Implementation teams including churn rates upgrade rates total revenue and customer satisfaction scores. Develop and iterate capacity modeling for maximized value while scaling the implementation services delivered.
- Collaborate Cross-Functionally - Enhance the overall customer experience by aligning on strategies and initiatives with the sales marketing and product teams.
- Maintains a High Degree of Customer Satisfaction - Measures against industry benchmarks by promoter scores response time and ticket ratings. Is committed to higher levels of customer satisfaction to consistently surpass benchmarks.
- Review Customer Complaints and Concerns - Seek to improve all aspects of the customer experience by reviewing all avenues of customer correspondence.
- Provide Consolidated Client Feedback - Recommend service and product enhancement to improve the sales potential and customer satisfaction. Minimum of 3-5 actionable insights and changes per quarter gleaned from client interaction.
- Influence Product Roadmap - Use customer feedback to inform and influence product roadmaps in partnership with Product and Engineering teams.
- Lead Weekly Team Meetings - Lead and provide value to the team by conducting weekly meetings to review department issues team issues while generally following the EOS format.
Perks:
- 8 Company Holidays + Week off at Christmas
- 6 weeks Paid Time Off (5 weeks Vacation 1 week Sick)
- 1 Volunteer day with the organization of your choice
- Birthday lunch on us 🎂
- Monthly Healthcare Allowance
- Monthly WFH Allowance
- Yearly Vacation Allowance
- Fun and outcome driven work environment with a smart hard working team
- Location independence
- Mission driven company and values-based culture
- Starting pay rate at $100k USD per year
Please only apply if you:
- Embrace learning new technology
- Learn fast
- Communicate crisply
- Proactively seek solutions
- Own the outcome
- Embody emotional maturity
- Bring an optimistic “can do” attitude
- Supply your own internet and smartphone
- At least 3 years managing teams & 2-4 years in a Customer Service role
- Have B2B SaaS experience (preferred)
We have an amazing team of A Players and we’re ready to add more! Selected candidates might have written assessments and multiple interviews with different people. We’ll do whatever it takes to get the right person in the right seat.
If you think you would thrive in the above environment and make an impact for our customers we’d love to talk to you!
In summary...
You can do it in an office
You can do it from home
We really don’t care
As long as it’s known 👇
What matters is this…
When the chips are down
And your back is against the wall
Can we count on you to make the right call?
Judgment intuition or care by another name
We call it “Owning The Outcome” - because it really is the whole game
Have the customers back and they will treat you the same
If you can do that
Then we’re birds of the same feather
So come join our team and we’ll make music together.