Head of Customer Care & Outsourcing
Core
Own the strategy and operations of all support touchpoints to deliver exceptional service experiences to customers in the housing sector.
Role type
Senior leadership customer operations and outsourcing manager
Builds
Customer support infrastructure and service delivery for a housing platform
Domain
PropTech / Real Estate / Customer Support
Required skills
Customer operations strategy, Outsourcing and partner management, Team leadership, CS tool stack management, Data analytics, Process mapping, SLA definition, Resource modeling and forecasting
Preferred skills
Experience in high-growth tech companies, Property management domain knowledge
Technologies
CS tool stack
Responsibilities
Define and execute customer care strategy, Manage internal support specialists and external support partners, Optimize support processes and self-serve resolutions, Analyze customer touchpoints to drive continuous improvement, Model and forecast support resources
Seniority
Senior, strategic leadership