Platform Success Lead

DESCRIPTION

The Platform Success Lead is responsible for ensuring that Customers and Providers are successful on the Urbandoor platform. Success with Urbandoor is defined as transactional velocity - making it fast and easy for transactions to flow between Customers and Providers. By tracking and managing the day to day interaction between Customers and Providers, Platform Success sits in the ‘mission control’ position with data and communication tools to drive velocity, coach and support user needs, and provide product feedback to ensure the platform is continuously improving.

REQUIREMENTS

Specific responsibilities include:

  • Tracking customer activity and ensuring that both sides of the marketplace are operating efficiently, stepping in when needed to bridge the gaps.

  • Vigilant management of new customer interaction to drive successful ‘first experiences’

  • Ownership and management of all transactional conversations via email, phone Intercom or other similar tools.

  • Developing and rolling out communications for Customers and Providers based on usage and guest feedback.

  • Develop and evolve the onboarding standards and processes for new Customers and Providers to increase velocity via technology and content.

  • Coordination with Marketing, Sales, Supply and Customer Service to ensure feedback loops.

WHO WE'RE LOOKING FOR

  • You’re a methodical and organized ‘doer’ and thrive on constant motion and execution with an attention to detail.

  • You’re a skilled problem solver and work across a team to get things done.

  • You always put the Customer first and are willing to do whatever it takes to ensure a great experience.

  • You’re a data minded person inside and outside of work but you rely on gut-checks to confirm the story behind the data.

  • You have an affinity for the fast-paced, changing environment of a start-up, a sense of humor and a “Builder's" mentality: You set goals and you work with your team to move mountains to achieve them.

YOUR BACKGROUND

  • 3-5 years of experience in Account Management, Sales Operations, or Customer Success.

  • Excel is your friend, you know each other on a first name basis.

  • Technically savvy, you are organized and have a rigorous attention to detail.

  • You’ve worked in a rapid paced, startup environment.

  • Excellent written and spoken communication skills.

BENEFITS

Based in San Francisco, we are building a company that values matching teamwork, family and success with a passionate desire to deliver amazing experiences to our customers, partners and team members. Urbandoor is global marketplace in over 700 markets and growing quickly. We were founded by seasoned entrepreneurs and domain experts that want to do something remarkable.

We offer full benefits, flexible vacation (hiring a great team means trusting everyone to do what they need to succeed), and a chance to build something meaningful with a team of passionate people.