IDEAL QUALIFICATIONS

• 5+ years of leadership experience in call center operations, customer experience, or concierge programs
• Proven experience managing managers and coaching frontline leaders in sales and/or customer service environments
• Proven track record of driving performance improvements and consistently hitting team KPIs
• Strong analytical skills with the ability to turn data into actionable insights
• Experience leading teams through organizational change and scaling operations
• Familiarity with call center technologies and customer engagement platforms (Five9 and/or HubSpot experience is a plus)
• Experience with capacity planning and workforce management for inbound and outbound teams
• Excellent communication and leadership skills, with the ability to influence cross-functional teams
• Comfortable working in a remote-first, fast-paced, high-growth startup environment
• Real estate or proptech experience is a plus, but not required

ROLE OVERVIEW

We’re looking for a strategic, hands-on Director of Customer Experience to lead and scale a high-performing team focused on delivering a world-class, end-to-end journey for home buyers and sellers. You’ll oversee both our Home Concierge and Customer Success teams, ensuring clients are engaged, matched with the right agent, and supported throughout their experience.
This role combines operational leadership, frontline team development, and data-driven decision-making to drive conversion and customer satisfaction, while continuously optimizing the customer experience across both teams.

KEY RESPONSIBILITIES

• Partner with the VP of CX to execute a customer experience strategy that unifies two call center functions—sales and support—into one seamless, end-to-end journey.
• Lead the daily integration of sales and support teams, translating strategic goals into initiatives that drive engagement, retention, and conversion.
• Oversee the customer support and matching functions, ensuring a seamless handoff between intake and agent match while improving match quality through strong processes, data insights, and team coaching.
• Operationalize ongoing engagement strategies to ensure buyers and sellers are nurtured throughout their journey.
• Define, monitor, and act on key metrics—using data to identify trends, coach teams, and continuously improve performance.
• Build and continuously improve the systems, processes, and training infrastructure that support scalable, high-quality customer experiences.
• Lead initiatives that improve key customer satisfaction metrics—such as NPS and online reviews—by operationalizing customer feedback and driving frontline consistency.
• Partner cross-functionally with Product, Marketing, and Sales to ensure a cohesive and impactful customer journey.
• Build and empower a team of frontline leaders through intentional hiring, coaching, and performance development
• Collaborate with senior leadership on quarterly planning, reporting, and performance insights to inform prioritization.
• Lead change management efforts to align people, processes, and tools during team integration and broader CX transformation.