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Customer Success Manager

Younity

Younity

Administration
New York, NY, USA
Posted on Friday, June 30, 2023

Younity is looking for a Customer Experience Manager!! This role will report directly to our VP of Operations and will be responsible for executing on and defining a repeatable process for onboarding new customers, automating our support functions, and ensuring we provide a level of support unpralelled in the industry!!

About Us:

Younity is a residential IoT company redefining the wireless experience in multi family properties. We design and build property wide WiFi networks that ensure buildings are secure, always connected, and prepared for easy tech adaptations. We provide tenants with a cheaper, faster and better internet experience with no hidden costs or tricks.

Founded in 2018 and based in New York City, Younity’s mission is to create a frictionless living experience for landlords and tenants alike.

The Role:

The Customer Experience Manager will be responsiable to provide unparalleled support and guidance to our customers. You will provide an excellent customer experience to our users, creating strong relationships and cultivating promoters of our brand and product. You'll also develop a customer support playbook and scale our customer support functionality as we continue to grow our user base.

You'll own the creation, roll-out, and execution of our support strategy, and will shape the future of our products to best serve our clients. You have support and commercial experience, love creating new processes in a fast-paced environment, have built and led teams, and are excited to redefine the wireless infrastructure in residential real estate!

Responsibilities:

We are looking for an enthusiastic young professional, preferably with a background in customer support, account management, or technical support.

  • Build the team’s operating system; set up software, workflows, processes and guidelines.
  • Understand, leverage and communicate the data generated by support, working together with the engineering, marketing, sales, and operations teams.
  • Be forward-looking and proactively look for opportunities to reduce the number of support issues created.
  • Increase the level of automation across our organization
  • Hire, onboard and develop great talent.
  • Be our customers’ champion and instill a culture of service across the whole organization.
  • The rest, you tell us – what else should a great Customer Support Manager do

About You:

Our ideal candidate will meet most of the following criteria:

  • You read Delivering Happiness every morning for breakfast.
  • You’ve demonstrated leadership in your career and have experience managing teams.
  • You’re passionate about software and people.
  • You’ve got experience at fast-paced startups – ideally in B2C.
  • You're not afraid of rolling up your sleeves and helping out. You also take care of the details without losing focus of the bigger picture.
  • You have excellent written and verbal communication skills.
  • You’ve worked in customer support or success as a manager/team lead

Benefits:

Competitive Salary + Equity
Health insurance (medical, dental, and vision)
Paid vacation and company holidays