Mission

At Urbandoor our mission is to make it easy for people to find and enjoy the perfect place to live. The journey to find and enjoy that place to live should be delightful and easy. In creating this journey, we have two primary customers: our guests, who book apartments, and our providers who offer the apartments, service, and hospitality enjoyed by our guests.

These customers’ experience is paramount to the success of Urbandoor.


The Position

As Head of Customer Experience at Urbandoor you will be responsible for customer satisfaction. For guests, this means before, during, and after their stay. For providers it means the onboarding experience and every booking that comes after that.

You will identify points of friction in the experience, and design and implement ways of addressing them, primarily through software and automation.

You will be responsible for designing, maintaining, and analyzing metrics around customer satisfaction and support costs.


Responsibilities

  • Design and implement support systems primarily through software and automation

  • Build and run a team capable for delivering a world-class support experience

  • Evolve our customer satisfaction model

  • Track, measure, and analyze user satisfaction

  • Lead the evolution of our customer support flows, and the design of new ones, in collaboration with Product Management

  • Work closely with Product Management on

    • The roll out of new features

    • The roll out of new customer types

    • The roll out of new geographies

  • Lead the implementation and operationalization of our customer support flows, in collaboration with Engineering

  • Conduct detailed root-cause analyses and data-mining around customer issues and customer experience

  • Triage, investigate and remediate customer impacting issues


What you bring

  • The basics – bachelor's degree required – You have a minimum of three years experience in a Customer Experience Marketing role or Product role

  • A mindset of automation – You have an excellent ability to architect automated support processes using third party software and in-house customization

  • A passion for metrics and measurement – You have a knack for spotting trends and a passion for uncovering data-driven insights

  • Good listener – You know how to listen and understand a customer’s mindset as well as what’s driving their decisions

  • Connect the dots – You can triangulate between varied data sources to come up with insightful new ideas

  • Great communication skills – You can work with designers, developers, and marketers to convey new ideas and how they can be implemented

  • Execution focused – You know great ideas aren’t enough and you’re ready to jump in and make sure they get implemented


Why Urbandoor?

Urbandoor is a startup that is changing the way people find a place to live. Barely two years old, it already has the largest inventory of instantly bookable apartments in 19 countries, and counts some of the largest companies in the world as its customers, as well as providers. Urbandoor brings together a unique blend of technology know-how with an innovative and powerful business model.

Located in the heart of San Francisco, and backed by some of the best names in the business, we have a great employee culture, competitive salaries, and great benefits.

Urbandoor provides equal employment opportunity to all individuals regardless of their race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, pregnancy, or any other characteristic protected by state, federal or local law.