Customer Experience Program Manager at Mighty Buildings
About the role
WHO WE ARE:
We are Mighty Buildings, a venture-backed Series B construction technology company based in Oakland, CA, that is innovating the construction industry by creating beautiful, sustainable, and high-quality homes using 3D printing, advanced materials, and robotic automation.
WHAT WE’RE LOOKING FOR:
We are looking for a passionate Customer Experience Program Manager and people leader to build and drive operational efficiency, ensuring that Mighty Buildings is delivering a world class customer support experience across multiple channels, languages, and time zones. You will be working closely with the Head of Sales and other cross-functional teams to effectively scope, build and train a dedicated support team. You’re someone who can see the bigger picture and you use data to drive strategic decisions to improve the experience of both customers as well as members of the team. The ideal candidate will have leadership experience with customer service in a start-up environment and strong technical project management experience. This role will also help define, drive, and coordinate our strategy to ensure an inclusive customer experience, integrated customer data, and measurable customer value across the company.
WHAT YOU’LL BE DOING:
Build, lead and inspire a Customer Experience team, supporting customers on a global scale. Manage day-to-day queue operations, ensuring we’re exceeding our SLA’s while continually improving upon our satisfaction metrics. Build and manage the partnership network to provide the high quality support to resolve warranty calls from customers. Work closely with Sales Leadership and People Operations to coach, mentor, and develop individual agents as necessary. Track performance metrics to better identify, measure and improve opportunities in processes, tools and training. Build and sustain productive relationships with internal stakeholders and collaborate to continually refine the customer experience. Work closely with key stakeholders to design, shape and implement our overall customer experience strategy by the end of Q4 2021. Investigate and resolve escalated customer issues, ensuring we’re adhering to our company’s goal of building lasting relationships with our customers.
3+ years of experience managing customer support or operations teams in a fast-paced, start-up environment. Experience in Real Estate or Prop Tech is highly preferred. Experience in both technical and operational customer support strongly preferred. Experience collecting, analyzing and visualizing customer support data and using it to make strategic decisions or suggestions. Experience managing people across different time zones and different cultures strongly preferred. Strong interpersonal skills and ability to build relationships with cross functional stakeholders. Exceptional attention to detail, outstanding time management, communication and organization skills. Ability to remain calm and effective under pressure. Experience implementing Zendesk or similar customer-oriented helpdesk platforms. BA/BS degree preferred.
Why you should join Mighty Buildings
Mighty Buildings is a construction technology company that is dedicated to reimagining the building industry, from the factory to the foundation. By applying state-of-the-art automation and innovative new technologies, Mighty Buildings can 3D print structures twice as fast with 95% less labor hours and ten times less waste than conventional construction. Mighty Buildings works with compliance and regulatory agencies to develop future-forward materials that are tested to the most rigorous standards with nearly zero-waste production methods. Mighty Buildings projects range from pre-designed ADUs for homeowners to single family residential developments utilizing their unique panelized Mighty Kit System. Mighty Buildings is committed to making beautiful, sustainable, and high-quality homes a reality for more people.