SmartRent

SmartRent

Director, Customer Service

Phoenix, Arizona · Director

Sponsorship not specified$75k-$100kDetected 9 days ago
SwiftAccount ManagementProcess ImprovementPerformance ManagementCustomer SupportIntercomLeadershipCommunicationCollaborationProblem Solving

About the role

  • Recognized by Deloitte, HousingWire and the PropTech Breakthrough Awards, SmartRent is shaping the future of property technology and redefining what it means to make rental housing smarter.
  • Job Description The Director of Customer Service oversees the strategic and operational management of the Customer Service department, ensuring alignment with organizational objectives.
  • This role is responsible for leading diverse teams across the US as well as offshore in India, managing both direct and indirect customer interactions.

Responsibilities

  • Develop and execute a comprehensive strategy for the Customer Support department to align with company goals.
  • Collaborate with executive leadership to ensure department objectives support organizational priorities.
  • Own vendor relationships for outsourced/offshore customer service operations, including SLA management, QA oversight, and performance reporting.
  • Monitor key performance indicators (KPIs) and service level agreements (SLAs) to maintain high standards of service.
  • Partner with teams across the company such as Product, Engineering, and Account Management to provide seamless customer support.
  • Represent the Customer Support department in organizational projects, advocating for customer-centric solutions.
  • Manage multiple complex projects and programs effectively.
  • Develop and administer a comprehensive division budget.
  • Establish and maintain effective working relationships.

Requirements

  • Bachelor's degree in Business, Communication, Management, or Information Technology (IT) or related field with six (6) years related experience in customer service management or customer service supervisory roles OR
  • Associates degree in Business, Communication, Management, or Information Technology (IT) or related field with eight (8) years related experience in customer service management or customer service supervisory roles.
  • Proven track record of managing large, diverse teams in call center environments and achieving departmental success.
  • Experience managing outsourced/offshore customer service vendor relationships, including SLA management, quality assurance, and performance reporting.
  • Strategic planning and analytical expertise with a results-oriented mindset.
  • Proficiency with customer support tools and software (i.e. CRMs, workforce management, and QA tools)

Nice to have

  • Experience with Intercom is a plus, demonstrating the ability to optimize customer support workflows and leverage technology for improved service delivery.

Skills

  • Oversee training programs to ensure staff are equipped with the necessary skills and knowledge.
  • Foster a culture of continuous learning, growth, and professional development.

Compensation

  • $75k-$100k

Company info

  • SmartRent (NYSE: SMRT) is revolutionizing how people live and work with the industry's only end-to-end platform designed for the rental housing industry. By uniting purpose-built software, integrated hardware and full implementation and support in one ecosystem, we help owners and operators simplify operations, cut costs and deliver exceptional resident experiences. Recognized by Deloitte, HousingWire and the PropTech Breakthrough Awards, SmartRent is shaping the future of property technology and redefining what it means to make rental housing smarter.
  • Job Description
  • The Director of Customer Service oversees the strategic and operational management of the Customer Service department, ensuring alignment with organizational objectives. This role is responsible for leading diverse teams across the US as well as offshore in India, managing both direct and indirect customer interactions. The Director guides a team of Managers, Supervisors and their respective agent teams to deliver exceptional customer experiences for residents and property managers using the company's products and software. By driving strategic planning, analyzing performance metrics, and fostering cross-functional collaboration, the Director ensures the department's continued success and growth while maintaining high customer satisfaction. Lastly, this is a hybrid role based out of our Scottsdale, AZ headquarters.
  • SmartRent (NYSE: SMRT) is revolutionizing how people live and work with the industry's only end-to-end platform designed for the rental housing industry.
  • By uniting purpose-built software, integrated hardware and full implementation and support in one ecosystem, we help owners and operators simplify operations, cut costs and deliver exceptional resident experiences.
  • The Director of Customer Service oversees the strategic and operational management of the Customer Service department, ensuring alignment with organizational objectives.
  • The Director guides a team of Managers, Supervisors and their respective agent teams to deliver exceptional customer experiences for residents and property managers using the company's products and software.
  • By driving strategic planning, analyzing performance metrics, and fostering cross-functional collaboration, the Director ensures the department's continued success and growth while maintaining high customer satisfaction.
  • Lastly, this is a hybrid role based out of our Scottsdale, AZ headquarters.
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This listing is sourced directly from SmartRent's careers page and normalized into a canonical job model.