At Handybook we're on a mission to change the way the world buys services. Over the last year, we have connected thousands of customers with great home service professionals all across the United States …and this is just the beginning. Backed by some of the most respected investors including include Highland Capital and General Catalyst (investors in businesses like Airbnb, Kayak & WarbyParker), we have been growing at an incredibly fast pace and are looking for awesome people to join the team! If you want to be part of one of the fastest growing start-ups in the country - one that is changing an industry, and helping thousands of people along the way, say hello to us.
Customer Experience is central to everything we do at Handybook. In fact, we’re obsessed with providing each and every customer the very best service and support. We’re now looking for a leader who shares a similar passion to manage our growing team. The Director of Customer Experience is responsible for end-to-end management – this includes recruiting, training, operations, process improvement, scheduling, metrics tracking, and scaling. As a leader, you are responsible for managing over 20-30 people, assigning and directing work; appraising performance; and developing a challenging but fun environment. You will also need to ensure our team scales effectively to meet constantly growing demand.
The Handybook Customer Experience Team provides effective and personable service and support to all Handybook customers and provider network. The scope includes email, instant chat and phone support.
Determine inbound / outbound phone and email operations strategies to ensure high standards
Evaluates procedures, policies, and systems to ensure ease of use and maximize customer satisfaction
Recruit, manage and train associates, as well as shift leaders
Analyze and summarize data and trends, paying special attention to key metrics
Communicate job expectations and monitor performance, adherence to schedules, policies and procedures.
5+ years of customer service managerial experience
2+ years experience managing a team of 10+ individuals before
Should have a sound understanding of customer service metrics and systems
Strong verbal and written communication, as well as excellent interpersonal skills
Ability to define problems, analyze data, and draw insights
Deep understanding of metrics such as call response times, 1 average handle time, and net promoter score (NPS)
Ideal candidate will be already leading a team, and should have demonstrated the ability to foster an environment of teamwork, customer satisfaction, and results driven performance.
4 year college degree
• Very competitive salary, equity compensation, and bonuses
• Great benefits: Health coverage, free lunch, happy hours, team outings
• Directly work with the founders in a fun work environment with no limits on growth potential
• The opportunity to lead a large, high-impact team