Customer Complaints Lead Jobs

At Divvy Homes, we're building an on-ramp to homeownership – one that's more flexible, more affordable, and an all-around better fit for today’s American family – and it’s working. Recognized as Time 100’s most influential companies of 2022 and a Great Place to Work, Divvy strives to build a team that can uphold our mission.

About This Role

The Customer Experience (CX) team sits within our Operations organization, and houses our experts in creating a best-in-class customer experience throughout the customer lifecycle. When our customers share their challenges and issues with Divvy, Divvy has valuable insights into the breaking points of our products, policies, processes, and services. As we learn from and champion for our customers, we use their voices to improve the customer experience, deliver fair outcomes, and repair relationships.

As a Customer Complaints Lead, you’ll be empowered to use exceptional empathy, problem-solving, and critical thinking skills to resolve high-risk, complex customer complaints. This individual will facilitate communication and coordination among cross-functional partners to investigate issues, identify root causes and validity of complaints, and determine fair resolutions. Your role will be to not only help customers with the issues they experience, but to help us learn as a company from each complaint, so we can create an exceptional customer experience.

We have a documented equal pay policy, and do not negotiate on offers. To maintain fairness and keep starting total comp the same for anyone who comes into that position, individual pay is determined by role, level and work location only. At the offer stage, we give candidates 3 different offers to choose from depending on how they want to favor cash vs equity. The US based salary range for this position is $94,450 to $122,000 + equity + benefits. Please note: We have two different compensation tiers depending on your location. The range displayed reflects the Tier 2 minimum and Tier 1 maximum new hire salary across all US locations. Your Recruiter will discuss the relevant compensation range during your initial screen.

Responsibilities

• Deliver an outstanding customer experience
• Solve customer issues fairly, efficiently, effectively, and empathetically
• Collaborate cross-functionally to drive resolution of customer issues
• Become a subject matter expert on Divvy Homes products, services, as well as property management practices and regulatory requirements
• Handle inbound and outbound communications via email, phone, and SMS
• Monitor our social media and complaint channels for inbound inquiries
• Drive continuous improvement by identifying areas of opportunity to improve products, services, tooling, policy or processes

Skills & Experience:

• Strong cross-functional partner
• Ability to think outside of the box to challenge existing policies, procedures, and services
• 3 – 6+ years experience in Operations or Customer Support
• Proactive thinker constantly seeking improvement opportunities in work
• Team player with the ability to collaborate and be sensitive of others
• Proven ability to use good judgment in ambiguous, complex situations
• High customer empathy and service level focus
• Proven working experience handling complaints of high-risk, sensitivity, and complexity
• Strong critical thinking, problem solving skills
• Exceptional written and verbal communication skills with attention to detail, grammar, tone, and voice
• Preferred startup experience
• Ability to understand complex issues, identify and assess root causes, gaps, misses, and opportunities to determine fair customer outcomes

Perks & Benefits:

• Recognized as Time 100’s most influential companies of 2022 & a Great Place to Work
• Prioritizes health & wellness with flexible PTO, monthly mental health day, generous leave policies and company-sponsored Modern Health coaching and therapy sessions
• 100% remote first culture, with an onsite option at our San Francisco or Denver offices
• One-time $350 remote workspace allowance
• $250 monthly co-working space stipend
• Competitive salary + equity
• $1,000 professional development stipend
• 401k match & access to a financial planner
• 16 weeks paid parental leave & flexible return to work
• 90% paid medical benefits for you and your dependents (medical, dental, vision)

Divvy Homes is committed to building a diverse and inclusive team. We are woman-led and have focused on diversity, equity and inclusion from the moment Divvy was founded. Divvy has 8 Employee Resource Groups (ERGs) to celebrate not only our cultural uniqueness, but also to create a sense of belonging. We care deeply about hiring a workforce that is diverse not only in gender and ethnicity, but in experience, thought, and geography. We enthusiastically encourage individuals from a variety of lived experiences to reach out and learn more about our roles at Divvy.