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Director of Customer Support & Experience At Bungalow

Location: San Francisco, California

Job Description

We’re looking for a driven, highly personable, individual with a customer-first mentality to take the lead on Resident and Homeowner Support at Bungalow as we continue to grow and scale the team. You will lead a department that provides world-class support to residents and homeowners by facilitating a wide variety of issues that arise during the Bungalow experience, take the lead on escalated and complex issues in our markets, and improve our SOPs and efficiency while enhancing the overall experience. This is an excellent opportunity to work for a well-funded startup on the ground floor.

This is an excellent opportunity to work for a startup on the ground floor. Bungalow is one of the fastest growing portfolio companies to launch out of the Peter Thiel and Marc Andreessen backed Venture Studio, Atomic (www.atomic.vc). Backed by $14M Series A led by Khosla Ventures, Atomic VC, Founders Fund, Cherubic Ventures, and Wing Ventures, we are poised to keep growing rapidly.

Who are you?

  • 7+ years of customer success management, account management, or client services experience at a tech or startup-related company
  • Have experience with hiring and building out a team of 50+; including remote, centralized, and offshore team setup
  • You build playbooks and process improvements in your sleep
  • Creative problem solver and solutions oriented; you have experience driving process and optimization across operations, product, and marketing
  • Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users
  • Cool, calm, and collected in difficult or tense situations
  • Comfortable with ambiguity and flexible work environments, and must be excited to opportunistically hustle & solve problems.
  • Hungry for a growth opportunity & pivotal early stage startup role
  • Must be able to spend at least 3 days per week in our Utah location

What will I do at Bungalow?

  • Be the Voice of Bungalow’s Members: Use qualitative feedback with quantitative backing to drive product, sales, and operational improvements with leadership teams across the company that enhance the Member experience
  • Creatively Problem Solve: You will own the customer support experience from initial resident outreach, triaging and troubleshooting where appropriate, and flagging management when issues need to be escalated
  • Improve the Support Process: As the Director leading Bungalow’s support and customer experience department, you will drive key projects to help build and improve internal processes to drive toward a world-class customer experience

Here's what you'll get:

  • Fun, creative, and collaborative work environment
  • Competitive pay and equity/stock options
  • Health, Dental & Vision Insurance Coverage
  • Flexible Vacation Policy
More about our benefits

Whether you work in an office or a distributed team, Bungalow is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: unlimited time off to relax and recharge, flexible working options, commuter benefits, team happy hours and continuous learning! Now the ultra important stuff: we also have world-class healthcare, vision and dental insurance- we have your back!

More about Bungalow

Bungalow is a residential real estate platform providing beautiful homes with great roommates, paired with a seamless digital-first experience for early career professionals. We take care of everything from matching great roommates and furnishing a home’s common areas to streamlining rent and utility payments and handling service requests, removing friction from the rental experience. In addition, Bungalow helps its residents create a thriving community through exclusive social events and volunteer opportunities. Bungalow is able to offer homes in the most desirable neighborhoods by working directly with homeowners who are looking for a guaranteed income stream but don’t want to sell their homes. This model has helped Bungalow scale to hundreds of homes within a year. Founded in 2017 by Andrew Collins and Justin McCarty, the company currently has hundreds of properties across 10 markets. For more information visit www.bungalow.com.

Additional Information

We believe that the unique contributions of all Bungalow-ers is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.