Mighty Buildings

3D printing beautiful, high-quality, and sustainable homes.

Director of Customer Experience at Mighty Buildings

Location
Oakland
Job Type
Full-time
Experience
6+ years
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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.

ABOUT THIS JOB:

We are looking for a Director of Customer Experience who will create and define the customer experience journey, grow the team, and ultimately lead Customer Experience at Mighty Buildings.

As the first hire, you will be responsible for creating, building, and driving an effortless, world class customer experience through operational efficiency across multiple channels, languages, and time zones.

You will report to the Head of Sales and work closely with other cross-functional teams to effectively scope, build, train, and lead 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 and members of the Mighty Buildings team. The ideal candidate will have leadership experience with customer experience in a start-up environment and strong 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:

Defining and creating the customer experience journey for all channels (B2C and B2B) and all locations (global). Working closely with key stakeholders to integrate and implement core systems. Identifying, tracking, and reporting performance metrics to better identify, measure, and improve opportunities in processes, tools, and training. Designing and deploying a strategic way to capture customer sentiment. Systematizing day to day queue operations, ensuring we’re exceeding our SLAs while continually improving upon our satisfaction metrics. Building, leading, and inspiring a Customer Experience team. Building and managing the partnership network to provide high quality support to resolve warranty calls with customers. Investigating and resolving any escalated customer issues, ensuring we’re adhering to our company’s goal of building lasting relationships with our customers. Partnering with Sales Leadership and People Operations to coach, mentor, and develop individual team members to support our promote from within culture.

WHO YOU ARE: You have a track record of successfully managing customer experience and/or operations teams in a fast-paced, start-up environment. You excel in collecting, analyzing, and visualizing customer data and use it to make strategic decisions and suggestions. You are a critical and creative thinker. You’ve driven system implementation of customer-oriented helpdesk platforms. You love leading and managing people and have done it well across different time zones and different cultures. You are strong with your interpersonal skills and have a track record of building meaningful, cross functional relationships with stakeholders. You have exceptional attention to detail, outstanding time management, and you’re known for your communication and organizational skills. You remain calm and effective under pressure. You’re constantly learning and humble enough to ask for help.

BONUS POINTS IF YOU: Have experience in Real Estate or Prop Tech. Have experience in both technical and operational customer support.

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.