Homemade is an ATX-based, early-stage business that is democratizing home flipping by giving customers institutional-grade capabilities to flip homes without rolling up their sleeves. Today, the $230B annual flip economy is driven by brute force: trial and error, billions of dollars wasted, and a lot of mom and pop flippers. The Founders of Homemade, Lincoln Edwards, Lauren Ahrens, and Claire Burke have leveraged content, data, and strategic capital to productize the flip process. Lincoln and Lauren have proven the positive influence that flip content has on top of funnel acquisition (via Austin Flipsters).
The role:
We’re looking for a Customer Success Manager who thrives in fast-paced, high-growth, and high-impact environments. You will be the single point of contact for our customers throughout their entire journey, ensuring they have a delightful, simple, and trustworthy experience. You will work closely with our project management, media, design, and acquisitions teams to identify and address any issues that may arise, and flatten any obstacles that stand between our customers and a successful outcome. You will also play a crucial role in building and maintaining customer relationships, and will work to improve customer satisfaction and loyalty by gathering and analyzing feedback and developing strategies and implementing tactics to improve the customer experience.
What you’ll do:
- Act as the primary point of contact for customers throughout the prospecting, onboarding, acquisition, renovation, and exit processes, setting expectations, answering questions, providing updates, and addressing any concerns that may arise
- Assist, guide, and support prospective customers by educating them on Homemade’s product by explaining our value propositions in a way customers can understand and get excited about
- Handhold customers through the onboarding process
- Coordinate with various third parties (title & escrow, financing, insurance, accounting, etc.) to ensure a seamless acquisition
- Assist customers with selecting a property, including providing information about local market conditions
- Track progress and keep customers informed about the renovation process
- Coordinate with the rest of the team to ensure that all tasks are completed on schedule and to the client's delight
- Assist with the exit of the renovated property (sale or refinance a rental), including assisting with the marketing of the property and coordinating with real estate agents to schedule showings etc.
- Maintain a maniacal focus on customer service, including proactively identifying and addressing any issues or concerns that customers may have
- Gather and analyze customer feedback to identify areas for improvement in Homemade’s operational processes
- Develop and implement strategies to improve customer satisfaction and loyalty
- Work to automate as many of your functions as possible to improve efficiency and scalability
What you’ll bring:
- 2 years into your career with experience in customer service, real estate or a related field
- Customer-obsessed with a passion for delivering exceptional service
- A proactive problem-solver who acts from ownership and takes initiative to improve processes and find solutions
- A team player who is comfortable working with people from a variety of backgrounds and departments, and who values diversity of thought
- Organized, detail-oriented, and able to meet deadlines in a fast-paced environment
- A critical thinker with sound business judgment
- An over-communicator with exceptional written and verbal skills and clear over the phone, email, and text
- Experienced with various software platforms including project management and customer relationship management (CRM) tools
What you’ll get:
- The opportunity to make a real impact on the customer experience at Homemade
- The chance to work with a dynamic and talented team
- Professional development and growth opportunities
- A competitive salary and benefits package
- An opportunity to build a first-of-its-kind proptech product
We are committed to building a diverse and inclusive workforce. We do not discriminate on the basis of any protected characteristic, including race, color, ancestry, national origin, religion, creed, age, disability, sex, gender, sexual orientation, gender identity, gender expression, medical condition, genetic information, family care or medical leave status, marital status, domestic partner status, military and veteran status, or any other characteristic protected by US federal, state or local laws, or the laws of the country or jurisdiction where you work. If you are excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to still apply.