Hometeam is hiring a

Customer Experience Manager

New York, United States

About us

Headquartered in New York and with offices in three states, Hometeam transforms the in-home care and aging experience by providing clients with personalized care planning, expert caregiver matching, custom mobile technology, and proactive care management to improve older adults’ health and well-being while giving their families peace of mind.

What we’re looking for:

We’re looking for a confident and caring Customer Experience Manager to join our Care Support Team on a full-time basis. Care Support Team reps at Hometeam are on the front lines supporting families and caregivers to make sure each and every one of our clients has a brilliant experience with Hometeam. With one hand you'll be helping the team with fielding phone calls, emails, and SMS; with the other, you’ll be supporting our account management and sales teams to create incredible customer experiences.

The ideal candidate for this role knows what goes into great service and has experience in customer service or hospitality roles. You have demonstrated an ability to think on your feet, take initiative, and juggle multiple moving parts at once. More importantly, you have phenomenal communication skills and sound judgement, even under pressure, and you’re always willing to go the extra mile to delight customers and caregivers in the field.

Responsibilities:

  • Hire, manage and train a team of customer experience associates to provide day-to-day account management and issue resolution for our members
  • Leverage knowledge of products, services, and best practices to proactively provide support and guidance to customers and caregivers via email, phone and SMS
  • Own and manage customer relationships to deliver best-in-class customer service; with the ultimate goals of ensuring caregiver happiness and engagement and driving customer loyalty and retention
  • Collaborate with product and leadership teams to share customer feedback and drive process improvement and optimization

Desired qualifications:

  • Bachelor's degree or equivalent working experience
  • 3+ years in a customer-facing role on a customer service team; supervisory or management experience preferred
  • Excellent written and verbal communication skills and experience with Zendesk and Salesforce required
  • Demonstrated ability to make calm, collected decisions when the clock is ticking (and enjoy the hustle throughout the day!)
  • High attention to detail and the ability to proactively identify and solve customer issues
  • Passion for problem solving - you enjoy finding ways to take existing practices and make them better
  • Self-starting, entrepreneurial spirit and a "no task is too small" attitude
  • Deep connection to and passion for our mission to improve people’s lives

Hometeam is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.