Senior Manager, Head of Client Support

Overview:

Landis is a homeownership company taking on the housing affordability crisis. Our mission is to guide people on their unique path to homeownership, and we do this through a coaching app and a holistic homeownership program where we buy a home for a client and rent it to them while we help them prepare for a mortgage. Landis has been on the Built In 50 Best Places to Work in New York City two years in a row.

We are growing rapidly and looking for a Senior Manager, Support Team Lead to join our team. This person will lead a team of Support Agents to build our strategy for ensuring a best-in-class experience for all clients as they start their journey toward homeownership with Landis as we look to successfully convert applicants into clients. This role will work closely with cross-functional counterparts and external parties to lead high-impact initiatives while offering ownership and autonomy over the team’s work.

Where you will make an impact:

• Manage a team of direct reports; hire, engage, mentor, and coach for top performance; grow and retain direct reports on appropriate career paths
• Analyze and manage quantitative and qualitative client metrics; identify areas in need of improvement and recommend solutions
• Help establish long-term performance objectives and initiatives for the team
• Explore and establish relationships with third-party services to improve internal efficiency 
• Strive to meet and anticipate market demand; exercise proactive thinking
• Roll up your sleeves to manage critical client relationships, particularly during times of growth
• Ensure the team has a consistent track record of timely and accurate deliveries
• Respond to escalated customer relationship or account issues
• Establish strong and productive relationships with client accounts
• Proactively share strategies and on-the-ground insights with Operations and Product

This is a dynamic role that will partner with other teams on projects such as:

• Working with the Operations team to develop tools and solutions to improve support efficiency
• Collaborating with the Business Development team to streamline relationship-building across real estate agents, lenders, and clients
• Offering support to the company’s Executive Leadership Team as needed

You are:

• Passionate about Landis’ mission to enable homeownership in America
• A self-starter with the discipline, dedication, and motivation to work hard in a start-up environment
• Able to thrive in a fast-paced environment
• Dedicated to quality, precision, and productivity
• Excited to work closely with your co-workers!

Your background includes:

• 5+ years of work experience in a client-facing position in a similar role 
• People management experience
• Ability to influence others with strong negotiation and collaboration skills
• Capability to develop a strategic vision and innovate to realize it
• Demonstrated success creating and driving efficiency improvements across your teams
• Bachelor degree

What we offer:

• Competitive salary
• Equity in the company
• Health, dental, and vision insurance
• 401k plan 
• Parental leave
• Flexible, unlimited vacation
• Compassionate and mission-oriented team
• Culture focused on learning and personal growth
• Opportunity to have impact on the lives of our partners and clients

Even if you don't meet all the criteria we encourage you to apply!