VP Customer Experience

Remote, United States

Full Time Senior-level / Expert
Mynd logo

Mynd

Find, finance, buy, lease, manage, and sell single-family rental homes in 25 markets through our industry-leading apps and dashboards.

View all employer listings

Apply now Apply later

About Mynd:

Mynd is a tech-enabled real estate company serving the $85B+ property management and real estate investment market. In the past few years, consumers have gained access to free stock trades, greater transparency in the mortgage market, and apps that make managing their money more convenient. Yet real estate investment, the most powerful tool for building generational wealth, has largely been the purview of wealthier individuals and professional money managers.

Mynd is determined to overhaul that paradigm.

At Mynd, we’re on a mission to democratize access to happy homes and sustainable investments by making the purchase of single-family residential real estate as effortless as other types of investments. Investing in real estate can be intimidating, especially for first-time buyers. Moreover, many potential investors don’t want to buy real estate in their geographic area, or have been priced out of competitive big city housing markets.

With operations in 25 markets across the U.S. and real-time insights via our platform, we remove the time, communication, and geographic barriers traditionally associated with buying real estate. Investors can now find, purchase, lease, manage, and sell single-family rental properties 100 percent remotely.

Mynd is Best Places to Work certified, a Built In SF Best Places to Work 2022 winner, and was named the #1 fastest-growing East Bay company by the San Francisco Business Times in 2021. We’ve attracted talent from Starwood Waypoint Homes, The New York Times, McKinsey, BCG, Compass, Better, One Medical, Zillow, Upwork, WeWork, and Facebook. We’re backed by top VCs, including Lightspeed, Canaan, Jackson Square, and QED, and recently announced a $5 billion deal with Invesco Real Estate that will make us the largest buyer of single-family rental homes in the country.

About the role:

Customer service is core to Mynd’s long-term success as a tech-enabled operation. We serve a variety of customers–from property investors to residents to vendors–and we’re looking for a senior executive to ensure that high quality service standards exist and are being executed across all facets of the Mynd organization. This is a highly cross-functional position that will be responsible for ensuring the delivery of positive customer experiences from every team at Mynd.

Responsibilities:

  • Build, develop, and execute Mynd's CX vision, strategy, and training programs -- both short-term and long-term -- to improve internal operations, productivity, performance, customer satisfaction, and delight
  • Responsible for training, assessment, and ongoing development of the customer service capabilities of Mynd's operations teams
  • Develop and oversee Mynd's customer contact center operations and strategy
  • Lead and manage Mynd's social media response, remediation, and incentive strategy
  • Track & manage customer escalation issues including root cause analysis, recommended solutions and internal communication with partner teams
  • Review, oversee and influence all core processes, procedures, metrics, and products that impact Mynd's customers
  • Partner closely with all other functions in the company (including ops, product, process development, growth, brand, and marketing) to identify key CX initiatives that drive process improvement and efficiency across the organization
  • Evangelize CX strategies, tactics, and goals broadly and effectively to all levels and organizations of the company
  • Drive additional operational efficiency through implementation of self-service solutions to handle customer inquiries
  • Research, innovate and test new ways Mynd can better support its customers through new platforms, channels, or communication styles
  • Establish programs and communication channels that foster a CX-focused culture that permeates both the operations team and the entire company
  • Represent the voice of the customer and energize the entire organization to support them
  • Evaluate and assist in the improvement of our CX tech stack (buy or build) to better service, track, and report on customer interactions and outcomes e.g. Freshdesk, Zendesk, Salesforce, ServiceNow, Intercom, Front, Gainsight, Sprinklr, etc.
  • Partner with the product and marketing team to develop a customer advisory board, develop detailed case studies, and build a team of customer brand evangelists
  • Hire, develop and grow a team to meet goals and continuously adapt in an ever-changing environment

Qualifications:

  • 10+ years leading high-performing operations teams
  • 4+ years leading CX teams in a start-up environment
  • 4+ years developing customer success training programs (L&D) for employees with diverse backgrounds and skill sets
  • A true passion for customers
  • A willingness to get into the weeds and review operational processes, communication and service execution on a granular level
  • A strong POV/philosophy on what customer success looks like in a real estate investing and property management environment 
  • Deep knowledge of tech-enabled operations and excited by the development, testing and optimization of new product, process and support solutions on a frequent basis
  • Comfortable working cross-functionally and building trust and consensus in a highly matrixed organization
  • Ability to interface with and influence senior and executive leadership
  • Experience managing remote teams, including hiring, training, performance management, quality assurance, and schedule optimization 
  • Data-driven and analytical, while maintaining a customer service-driven mindset
  • Strong troubleshooting, problem-solving, and project management capabilities
  • Excellent verbal, written and interpersonal communication skills 
  • Comfortable with and excited by frequent change in a fast-paced environment
  • Focused, driven, collaborative and humble
  • Ability and willingness to travel to Mynd’s 26+ US-based markets, estimated 25% of the time
  • Interest in SFR prop tech trends and direct experience working with technical product managers and engineers
  • Familiarity with customer support and process challenges in the SFR property management industry
  • Experience in social media monitoring, remediation and support

Being authorized to work in the U.S. is a precondition of employment and we are unable to sponsor H1-B Visas at this time.

Any offer of employment is conditioned upon the successful completion of a background investigation.

Covid-19:

Mynd is closely following the 2019 Novel Coronavirus Disease (COVID-19) and implementing processes that promote the safety of our employees, candidates, owners, residents and communities.  The health and safety of our employees and contractors around the world continues to be our top priority as we face the challenges associated with COVID-19.  Leaders across Mynd meet regularly to consider the evolving situation and are doing all we can to keep our teams healthy.

At Mynd, we offer a robust, competitive & unique benefits package:

  • Unlimited time off
  • Paid Parental Leave
  • Cash to purchase your own investment property through our “Project Investor Myndset” program
  • 401k + Match
  • Wellness, home office, and cell phone subsidies
  • Volunteer time off
  • Robust health, dental, vision insurance, and more
  • Sabbatical program

At Mynd, we encourage all of our team members to: 

  • Be Myndful
  • Always Be Entrepreneurial 
  • Earn Trust
  • Play Team First
  • Be an ‘A’ Player
  • Think Like An Investor 

As part of our dedication to diversity, Mynd is an Equal Opportunity Employer. Individuals seeking employment at Mynd are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.

#LI-REMOTE

#LI-CC1

Tags: Cross-functional Customer service CX Data-driven Entrepreneurial Intercom Lightspeed Project Management Real estate Research Salesforce Training Zendesk

Perks/benefits: 401(k) matching Career development Competitive pay Health care Insurance Medical leave Paid sabbatical Parental leave Startup environment Transparency Unlimited paid time off Wellness

Region: North America
Country: United States
Job stats:  1  0  0
Category: Marketing Jobs
  • Share this job via
  • or

Other jobs like this

Explore more Remote Work and WFH career opportunities

Find open roles in Engineering, Design, Data, Marketing, Sales, Operations, Support and more, filtered by job title or popular skill, toolset and products used.