Customer Care Manager at CrowdStreet
Portland, OR, US

CrowdStreet believes that the markets are stronger when they are more accessible, transparent, and efficient. For everyone. We are a team dedicated to transforming the world of commercial real estate (CRE) through technology. Our online Marketplace gives investors direct access to commercial real estate investment opportunities, while simultaneously helping real estate sponsors and developers raise capital online.

Headquartered in downtown Portland, our offices overlook historic Pioneer Square. We offer great employee benefits, are committed to fostering a fantastic culture, and are a dog-friendly office. We are proud of our new, modern, and collaborative office environment.

CrowdStreet is the 2019 Oregon Technology Awards Rising Star, as well as the Oregon Entrepreneurs Network (OEN) 2019 Growth Stage Company of the Year.

To support our company’s rapid growth, we are hiring a Customer Care Manager to join our team who has experience building a world-class customer care and support organization in the financial services industry. This is a leadership role within our Customer Success Organization and will be reporting to the VP of Customer Success. 

What You'll Be Doing

  • Delight our customers (real estate sponsors and investors) and partners with an excellent, timely and positive experience by providing top-rated support and training

  • Lead, manage, and mentor our team of Customer Care representatives, specialists and team leads

  • Regular reporting on metrics along with team and individual performance

  • Team and individual performance reviews along with staffing and recruitment responsibilities

  • Build and manage processes and procedures to meet SLAs and Support KPIs

  • Build and manage processes and procedures to resolve, triage, investigate or escalate, inbound customer care incidents on the CrowdStreet platform and from third party services integrated into the platform including DocuSign, VerifyInvestor, SendGrid, Sentry, and AWS

  • Use your exceptional communication and technical skills to set appropriate expectations on timing and path to issue resolution for all customers

  • Identify customer concerns and other opportunities to augment customer relationships

  • Partner with the Product team to identify and escalate high and critical defects for expedited resolution

  • Identify product defects, document issues in Jira and partner with Engineering and Quality Assurance teams to identify root causes and workarounds

  • Manage Zendesk environments to provide the ideal customer experience and as a tool to communicate and manage issues to resolution

  • Manage phone system environment to provide the ideal customer experience and as a tool to communicate and manage issues to resolution

  • Build and manage processes and procedures to capture feedback from customer Forums and all other inquiries from the CrowdStreet Platform

  • Build and manage a proactive and continuous customer education program (identify/design/develop instructor-led, online learning programs) through the usage of existing content and collateral library 

  • Build and manage an internal team onboarding and training programs for new staff

  • Partner within the Customer Success Organization to host monthly webinars, group-based, and 1:1  trainings and participate in face to face client meetings

  • Support all CrowdStreet and Customer Success team goals and initiatives

What We Must Have

  • 3+ years of direct experience managing client service and support teams

  • Superior organization skills and proven verbal and written communication skills

  • Possess a high energy customer-centric attitude to listen with empathy and the ability to explain both technical and non-technical issues

  • Possess a strong sense of urgency and a proven ability to work in a fast-paced and detail-oriented environment

  • Experience with modern CSO support management tools

  • Experience with ticketing, collaboration, and reporting tools

  • Experience supporting SaaS applications for customers

  • Proven ability to master the intricacies of a complex SaaS application and lead customer training

  • Demonstrated ability to work with internal and external teams to complete project tasks and track statuses

Not Required, But Nice to Have

  • Experience in consumer finance

  • Experience using SQL to identify root causes of data-related issues, and write/execute scripts to resolve data problems

  • Technical skills necessary to conduct root cause analysis, including relational database understanding, good SQL experience, and a problem-solving mindset

  • Commercial Real Estate industry experience

  • Experience implementing, configuring and/or using accounting, ERP, banking, financial or business management solutions

  • Experience with Zendesk, Trello or other project management tools

CrowdStreet Value Competencies:

  • Responsive & Reliable:  We are driven to exceed the expectations of our customers and colleagues

  • Lean & Collaborate:  We value learning and knowledge sharing in all things we do

  • Efficient & Effective:  We value the quality of work over quantity

  • Integrity & Honesty:  We are honest with our customers and honest with our team

 

We consider applicants for all positions without regard to race, color, religion, national origin or ancestry, gender, age, disability, veteran status, or any other legally protected status under local, state, or federal law.