Head of Customer Care & Outsourcing
Core
Own strategy and operations of all support touchpoints to deliver exceptional service experiences to customers, managing both internal specialists and external support partners.
Role type
Head of Customer Care & Outsourcing
Builds
Customer support infrastructure and service delivery for a housing platform
Domain
PropTech / Real Estate / Customer Operations
Deliverable
client delivery
Required skills
Customer operations leadership, outsourcing and partner management, CS tool stack management, data analytics for process improvement, process mapping and SLA definition, resource modeling and forecasting
Preferred skills
Experience in high growth tech companies with complex regulations, property management experience
Technologies
CS tool stack
Responsibilities
Set up and maintain the customer support tool stack, quantify customer touchpoints to drive process improvements, define SLAs for internal and external teams, manage internal support specialists and external partners, model and forecast support resources
Seniority
Senior, strategic leadership with hands-on operational oversight
