Manager of Customer Support - Homebot

Come join one of the best places to work in Denver! At Homebot, we believe that every team member has an important role to play in bringing our mission statement to life. How do we do this? By keeping a clear focus on culture and engagement, and creating an environment where people are valued! 

We connect people to make informed homeownership decisions together. Homebot is a consumer engagement and education platform that keeps people connected to their home advisors (loan officers and real estate agents). Homebot empowers consumers with personalized and actionable financial insights to make informed decisions about the largest asset they may ever own, their home.

Our CX team is growing and we're in need of an empathetic, results-driven Customer Support Manager to lead our incredible customer support specialists who support hundreds of our awesome customers daily.

If this opportunity gets you pumped - perfect! Apply below and we look forward to speaking with you very soon!

This is a full-time position based in our Denver, CO office. (We have a hybrid work model in place that allows employees to split their time between working in-office and from home a few days a week.)

Compensation: We are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including skills, qualifications and professional experience, which can cause your compensation to vary. This role has an annual targeted base salary range of $80,000 - $100,000, plus an annual 10% performance bonus target

For additional details on our total benefits package, please review the section “Why Homebot?” at the end of this job description.

The impact you'll make by joining us: 

Within 1 month you will:

• Get to know your team of top notch front-line customer support specialists, including technical support specialists 
• Start to build relationships with cross-functional leaders
• Get familiar with tools and processes associated with the team, isolate gaps and areas to improve upon within the next several months 
• Learn about the Homebot platform and the mortgage industry

Within 3 months you will:

• Manage, triage & escalate incidents and service requests assigned to team  
• Serve as a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction  
• Manage the day-to-day activities of the Customer Support Team, assigning projects and tickets based on strengths, and providing guidance and direction as necessary  

Within 6 months you will:

• Track and report on KPIs assigned to and handled by the Support Team, summarize to leadership in ad-hoc, weekly, monthly reporting
• Have meaningful conversations with direct reports around career development, create and coach towards pathways for growth
• Document events, problems and their resolution in an accessible company system, help determine root cause of issues and communicate appropriately to internal and external stakeholders
• Guide team through technical customer troubleshooting through the browser and other tools
• Take on ownership of support tools, review SLAs and determine if changes need to be made
• Implement customer support processes to enhance customer satisfaction

Within 1 year you will:

• Act as a liaison to Product, Customer Success, Sales and other internal teams to provide the voice of the customer
• Evaluate technology and application needs / requirements to help team operate more efficiently while providing a premium customer experience
• Manage vendor relationships with key partners, and internal and external service providers
• Stay up to date with current technology by attending conferences, webinars and subscribing to relevant content 
• Manage the employee lifecycle including hiring, coaching, giving feedback and offboarding

Who You'll Collaborate With:

• This role will report to the Director of Customer Success & Support
• You will work closely with Customer Success, Sales, Customer Education, Marketing and Product
• You will manage a team of 6 customer support specialists and be a part of 20 Homebotters on the CX team
• Your team is within the growth team, which rolls up to the CRO

What you'll bring:

• 3+ years of demonstrated experience managing a team of front-line support reps at a SaaS company 
• 5+ years of experience in a customer facing role, ideally some start-up experience and is not afraid to get scrappy
• Passionate about people and developing their skill sets, coaching them toward their career goals
• Proven ability to quickly earn the trust of key stakeholders; mobilize and motivate teams; set direction and approach; resolve conflict; deliver tough messages with diplomacy; execute with limited information and ambiguity 
• High emotional intelligence; lead with empathy, servant leadership style   
• Ability to communicate at all levels (both technical and non-technical) with clarity and precision both written and verbally  
• Customer-oriented and calm in the face of challenge
• Strong verbal and written communication skills, can convey a message clearly and succinctly
• Experience administering a customer support tool like Intercom, Zendesk, etc, and has set up workflows, SLAs, reporting in such tools
• Experience with different support channels like email, chat, phone, SMS
• Strong familiarity with standard customer support metrics to evaluate team and individuals (eg. CSAT, NPS, first response time, resolution time)
• Data-oriented; ability to analyze data, understand anomalies and dig deep to find the root causes
• Experience building a tiered support team, segmenting customers to align with company priorities, and has built differentiating protocols based on customer needs / usage 
• Natural problem-solver, with a solution-oriented mindset
• Familiar with interviewing and onboarding new employees 
• Advanced understanding of how APIs work and can assess level of understanding of direct reports to help quickly fill gaps 

Bonus Points:

• You are familiar with Real Estate and/or Mortgage Lending and the different stakeholders involved with homeownership
• Experience working in a B2B2C business model
• Has set up AI within a support team and has optimized processes based on AI performance / data

Who We Strive To Be as Homebotters:

• We are Humbly Hungry
• We are Courageously Authentic
• We Challenge Limiting Beliefs
• We Keep our Eye on the Ball, Hand in the Dirt
• and we do all of this TOGETHER, as a team, and we have fun doing it!

Read about how we rolled out these values to the organization!

Why Homebot?

We believe in a collaborative, fun work environment. And when we say we have an awesome culture, we mean it. The team members, aka Homebotters, are not only passionate about our product, but also about how they interact with each other. We push ourselves every day to be better, challenge each other to continuously grow, and to have fun doing it. We are professional when we need to be and goofy when it's time to celebrate a win. We realize we might be a little biased so we encourage you to check out our Glassdoor reviews and visit BuiltinColorado's Best Places to Work list (#91) and Best Midsize Places to Work (#44) for 2024!

With the mortgage and tech industries being highly male-dominated, we're proud to be a tech company in the mortgage space with ~40% female employees across the organization. We encourage you to check out two of our awesome BuiltinColorado's articles featuring one of our fantastic engineers!

We appreciate and value what our team members do every day, so we offer some amazing benefits to reward them:

Perks/Benefits:

• Medical (Aetna) / Dental (Aetna) / Vision (VSP)
  • Homebot covers 99% for the employee and 50% for dependents
• 401(k) match
  • Homebot matches 100% on the first 3% and an additional 50% on the next 2% (Homebotter contributes 5% and receives 4% from Homebot!)
• Flexible Vacation Policy - we believe in taking care of yourself & rewarding team members so we offer a flexible time off policy!
• 6 days of Sick/Mental Health time
• Paid Parental Leave - 12 Weeks!
• Hybrid Working Model - Blend Work From Home and In-Office Days
• Budget for Home Office Setup
• Denver EcoPass for light rail and bus system
• Office location in downtown Denver (modern, spacious 4-story with top floor deck ⛰)
• Weekly catered lunches in-office on Thursdays
• Nitro cold brew, french press, and snacks (vegan, gluten-free and food allergy safe options available)
• Stocked beer/wine fridge
• Fun quarterly events like Rockies games, holiday parties, etc.
• Awesome culture! Awesome coworkers! (seriously, have you seen Glassdoor?)
• We give back to the community (Habitat for Humanity, Giving Tree)
• Open work environment with sit/stand desks
• Financial Wellness Program
• Free Employee Assistance Program & Mental Health Coaches
• Educational Assistance Program
• Annual Training Budget for Professional Development

Our DEI Mission

Homebot values and is strengthened by diversity. We believe that everyone comes from a diverse set of backgrounds and each member brings different skills to the group. With that, we're committed to ensuring equity within as many aspects of our organization as we can. 

Homebot is proud to be an equal opportunity employer and we encourage all applicants to apply. All qualified applicants will receive consideration for employment, transfer, or promotion opportunities without regard to race, color, religion, gender, gender identity or expression, sexual orientation including transgender status, national origin/ancestry, genetics, pregnancy, disability, age, marital status, familial status or veteran status. We also encourage you to apply even if your experience doesn't precisely match the job description :)

More about Homebot

Problem we're solving:

The US homeownership market is the largest asset class in the world at $30 trillion but is essentially an “unmanaged” asset that causes people to leave billions of dollars on the table every year. At the same time, loan officers and real estate agents spent $20 billion a year on desperate attempts to maintain mindshare and loyalty with their past clients in hopes of gaining more repeat and referral business.

Our solution:

Homebot is a client-for-life portal that maximizes repeat and referral business for lenders by empowering consumers to build wealth through homeownership. The award-winning client portal delivers personalized, actionable intelligence throughout the entire homeownership lifecycle to every client and prospect. With an average 50% monthly engagement rate, Homebot ensures lenders and agents remain the trusted advisors that consumers rely on to make informed decisions about the largest asset they may ever own, their home. 

It's definitely a game-changer and we are truly making an impact. Having launched in 2016, we're over 100 Homebotters strong and expect to continue that growth throughout the year. Join us!

Check out our website at www.homebot.ai