Neighborhoods.com is seeking a Customer Success Manager to join our product team. Our company is poised for continued growth in 2021, much of which will be driven by our customer experience initiatives. Our ideal candidate will have significant prior experience leading inbound and outbound lead generation teams for B2C web products. 

What you’ll be doing as our Customer Success Manager:

• Analyze existing service designs and implement improvements.
• Work with internal and external stakeholders to capitalize on opportunities for revenue growth.
• Work hands-on alongside the team to deeply understand the customer experience and journey.
• Oversee inbound/outbound phone, web chat, and service desk workflows.
• Manage the customer experience team, which is composed of a mix of employees, contractors, and agencies.
• Monitor individual and team results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
• Ensure an efficient training program is in place, which includes written documentation of competencies necessary to be successful at the job.

We think you could be really successful if you:

• Want to roll up your sleeves and get hands-on with the company’s processes.
• Have previously scaled 2-3 customer service teams.
• Tend to over communicate.
• Enjoy taking on new challenges

Within 3 months, you will:

• Identify 5-10 areas of immediate opportunity and begin to implement the changes
• Have a solid understanding of the Real Estate industry and the company’s business model
• Begin to increase event to lead conversion by 10% or more

Within one year, you will:

• Have implemented several initiatives to increase the team’s lead generation and lead conversion rates to match the company’s growth and lead generation goals
• Have streamlined the team’s toolset, potentially using one omnichannel solution
• Automate reporting
• Automate repetitive manual tasks 

Basic requirements to do the job:

• 5+ years of experience in inbound/outbound sales, phone-based customer service, or customer experience.
• 2+ years of providing performance improvement feedback in a manager, QA, or team lead capacity
• High school diploma or equivalent

Bonus points if you have:

• Built a customer experience team from the ground up or doubled the size of a team in less than 12 months
• Experience in a B2C environment
• Rolled out an omnichannel customer experience platform such as Five9, Talkdesk, or Nice
• Residential Real Estate experience

The Interview Process:

• Phone call with hiring manager
• Take home case study
• Video call with team members and hiring manager
• Video call with the CEO

Why Neighborhoods.com?

neighborhoods.com is the first online real estate resource to put the neighborhood at the center of the home search. Our platforms, 55places.com and neighborhoods.com, invite users to imagine their life in a new area by providing a local’s perspective, including detailed descriptions and resident reviews of schools, amenities, and the surrounding community.

Perks & Benefits

• The standards: insurance, FSA, 401k with match, flexible PTO, and casual dress code
• Paid parental leave
• Volunteer and charity opportunities
• Donation matching program
• Transparent and approachable leadership and management
• You will help people on the journey to making one of the single biggest decisions of their life!

Our team is currently working remotely. Our company intends to return to in-person office work when it is safe to do so and employees feel comfortable going in. Candidates may be located in Illinois, California, New Jersey, Florida, Arizona, or a select few other locations within the US.

Neighborhoods.com is an equal opportunity employer of people from all different backgrounds, ethnicities, races, colors, religions, sexual orientations, gender identities, and ages. We strive to foster an inclusive environment that is comfortable for everyone. We will not tolerate harassment or discrimination of any kind.

We encourage candidates from marginalized and/or underrepresented communities to apply, as we value the unique insight and experiences you bring to the table. Like many companies, we still have work to do in creating the diverse and equitable workplace we aspire to, but we are actively working toward this goal through policies and training that foster a workplace where everyone has the same opportunities to contribute and be successful. If you have any questions about whether or not you should apply and/or whether your work experience matches a particular requirement, please reach out to us at [email protected].

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.