Houzeo
Website:
houzeo.com
Job details:
About Houzeo
Houzeo is a 100% online real estate marketplace. From listing to closing, Houzeo technology makes home selling and buying the easiest it has ever been. Users can list their homes for a flat fee, connect with local real estate pros, and find their dream home on Houzeo.com.
Founded in Manhattan, New York, with additional offices in Charlotte, North Carolina (US), and Mumbai, India, Houzeo is led by our founder, Amit Dhameja. With an Ivy League MBA and a background in finance, real estate, and tech, Mr. Dhameja spearheads this profitable startup.
We're scaling rapidly and this in turn has created an opportunity for us to expand our services onboard Customer Success Lead.
The Houzeo Universe
Houzeo’s product universe includes a wide range of products and services, including:
- Houzeo IntelliList Listing: This tool auto-assigns the right paperwork for a seller’s property based on location. It’s the fastest way to list a home!
- Houzeo Showings: A digital showing scheduling app designed for sellers. Buyers and agents can directly request showings once a seller verifies them!
- Houzeo Offers: An offer management tool to evaluate, compare, and counter offers received on a property. Sellers can request the highest and best offers within seconds!
- Houzeo Digi Transact: Digi Transact lets sellers maneuver the real estate transaction with milestones, tasks, notifications, and reminders seamlessly. No more friction!
- Houzeo Dream Homes: Aims to help home buyers find their dream homes, make an offer, or start their mortgage pre-approval journey.
- Houzeo Mobile App: A comprehensive mobile app that lets home sellers and buyers
- Houzeo Home Worth Calculator: A free home value calculator that helps homeowners estimate how valuable their property is.
- Houzeo Mortgage Calculator: A mortgage payment estimator that helps potential home borrowers understand monthly payments and amortization schedules for free.
- Houzeo Closing Costs Calculator: The most advanced closing cost estimator for helping buyers and sellers understand what they have to pay on closing day.
About the Role: Are you the one?
We are looking for a proactive and results-driven Customer Success Lead to oversee and manage our customer success initiatives. The ideal candidate will play a critical role in ensuring customers achieve maximum value from our product. You will oversee the customer service team, ensuring that all customer queries, complaints, and issues are resolved efficiently, promptly, and professionally. You will be responsible for managing the day-to-day operations of the support department, providing leadership to the team, improving customer satisfaction, and driving continuous improvements in support processes. Your leadership will help us maintain a customer-centric approach to business while fostering an environment of growth and development for the support team.
Responsibilities
- Lead, motivate, and manage a team of customer support agents, ensuring they provide exceptional service.
- Conduct regular one-on-one and team meetings to review performance, set goals, and identify opportunities for improvement.
- Foster a positive, solution-oriented team culture that focuses on customer satisfaction and operational efficiency.
- Identify areas of improvement in customer support workflows and lead the team to implement changes.
- Monitor key performance indicators (KPIs) for the support team, such as response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS)
- Generate reports and insights on team performance and customer trends, presenting findings to upper management.
- Collaborate closely with sales teams to ensure customers are aligned with the right products and services.
- Work with the product team to communicate customer feedback and help shape the product roadmap based on customer needs.
- Partner with the marketing team to create customer-focused content and resources.
What You Bring
- 3+ years of experience in customer service, with at least 2 years in a leadership role, managing a team of customer service professionals.
- Proven experience with customer service management tools, CRMs, and ticketing systems.
- Strong leadership and team management experience.
- Excellent communication skills, both verbal and written.
- Proficient in customer success software, CRM systems, and analytics tools.
What We Offer
- Monthly team-building activities with rewards and recognition.
- Career advancement opportunities within a rapidly growing company.
- Opportunities for creative freedom and collaboration with cross-functional teams.
- Comprehensive package to promote your well-being.
Click on Apply to know more.