Are you a self-starter and a constant learner? Happy in a fast-moving, always changing environment?

We're looking for a personable and inspiring problem solver who can lead and grow our best-in-class Customer Service team. Our team is unique in that we both assist our customers in booking the home maintenance and repair services they need, while also handling the dispatch logistics of getting our skilled Fixers and the materials they need to be to provide excellent service. You’ll be a key member of our operations and marketing teams working collaboratively to deliver the most exceptional customer service in the handyman industry.

The Head of Customer Service will keep the team running in an effective and productive manner; turning potential customers into satisfied clients and growing our business in Chicago and beyond. You will be interacting with our existing customers and our entire Fixer team both in the office and in the field. You’ll be setting our service level expectations, measuring effectiveness and recommending process and tool improvements to keep us on top.

Job Responsibilities

• Lead, train, and manage our customer service team - developing a strong SLA, communication and dispatch process - both facing our customers and our Fixers in the field.

• With collaboration from VP of Marketing, optimize a light sales process with potential customers generated by numerous lead sources - converting potential customers into loyal champions of Fixer. With collaboration from Director of Operations - manage a dispatch process that assigns Fixers to jobs, matching the right person with the right project - setting the right criteria to do so effectively and efficiently

• Take ownership of customers' outcomes, both positive and challenging, following through to the best possible outcomes.

• Recruit, coach, and develop customer service agents. Create an environment where they can excel through encouragement and empowerment.

• Perfect service procedures, policies, tools and standards of excellence

• Manage resources and use available assets to achieve qualitative and quantitative targets

Desired Skills & Experience

• 3-6 years of demonstrated success in customer service team management, account team management, or operations management

• Excellent written, verbal communication and analytical skills are required

• Understanding of best practices, tools and systems for building shift schedules, running shift bids, evaluating and improving customer service quality assurance, and training entry level service agents.

• Knowledge of the world of construction, real estate, or home repair - even as a hobbyist - is a plus

• Friendly - “Can do” attitude, as a mentor, leader, and brand representative, even when the pressure is high

• Impeccably-organized self-starter who can manage multiple priorities and see new opportunities to drive customer satisfaction

• BS degree in Business Administration or related field

About Fixer:

Fixer was founded in May 2017 by Mike Evans (co-founder, GrubHub) and a handful of carefully chosen GrubHub product, operations, engineering and marketing veterans. Fixer brings a modern technological approach to a highly fragmented, traditional industry, and helps urban homeowners, apartment dwellers and landlords get their home repair and maintenance projects done. Currently operating in Chicago, Fixer is unparalleled in providing friendly and professional home repair and maintenance service with transparent hourly pricing, easy online booking and mobile payments to work with customers to get projects done right.

Fixer has a firm commitment to providing exemplary customer experiences (through technology, and professional service) and to creating strong full-time employment opportunities for men and women in the building trades in the communities we serve. Our Fixers are full-time employees receiving salaries and benefits - not independent contractors - who participate in ongoing technical and professional training aligned to our mission.

Fixer has grown by leaps and bounds in its first year of operation. In 2018, we are launching our first mobile app, while continuing to hire men and women and build our training programs. We will be expanding our market footprint aggressively very soon.