Manager, Partner Customer Experience (CX)

Employment Type

: Full-Time

Industry

: Non-Executive Management



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Handy is changing the way the world buys services by connecting customers with vetted, independent, local service professionals in a fast, convenient and reliable way - at the tap of a button. Started in 2012 by Oisin Hanrahan & Umang Dua, Handy has scaled to offer cleaning, installation, and assembly services across the entire US and has processed over 3 million transactions. As of 2019, Handy is an independently operated subsidiary of ANGI Homeservices (Nasdaq: ANGI), the world's largest home services marketplace including brands like HomeAdvisor and Angie's List. This milestone gives us more leverage to bring the Handy experience to millions of more customers.

About the Role

The Manager of Customer Experience (CX) reports to the Director of Partner Operations and will manage the customer experience for all our Handyman partnership customers. The goal is to set and review CX policies for each partnership, handle escalations, own key CX metrics, and pilot new methods for improvement. This is a unique opportunity to support and be part of the fastest growing business at Handy.

Responsibilities

* Own the relationship between the larger CX Team and the Handyman business to communicate staffing needs and manage accountability for key CX metrics
* Train Agents on new partnerships including developing the training materials, clarifying policies and procedures, and re-training as necessary
* Develop, document, and execute a seamless process for the onboarding and set-up of CX channels for new partners
* Own partnership escalations, ensuring that escalations receive top-notch handling, with hopes of retaining the customer and/or professional
* Provide feedback to direct and senior management as the voice of the customer and/or professional to increase satisfaction, sentiment, and retention
* Work with Operations and Partnerships teams to pilot new procedures and work to automate or train CX team members to execute those that are most successful

Qualifications:

* 3+ years in customer service (at a tech startup, preferred)
* 1+ years of Quality Assurance, Team Lead, and/or Coaching experience
* Excels at explaining information in a simple and easy to understand way
* Excellent foundation in Excel/Google Sheets
* Experience with ZenDesk/GoodData is a plus
* Excellent written and verbal communication skills
* Ability to work independently with excellent time management; must be able to multitask

Compensation & Benefits

* Competitive salary with experience and performance
* Full medical, dental, vision package to fit your needs
* Free monthly Handy credits
* Unlimited vacation policy; work hard and take time when you need it
* Free catered lunch and dinner
* A fun office in the heart the Flatiron district, always stocked with coffee, snacks and drinks; foosball, office events and team outings
* Ground floor opportunity with the team
* The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world


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