Customer Experience Software Specialist

Hrpliving; Alabama; Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

22 days of vacation, sick, and personal time

16 hours of paid volunteer time annually

401(k) match

Comprehensive medical, dental, and vision plans

Education reimbursement

Job summary

Hrpliving is seeking a Customer Experience Software Specialist to enhance the resident experience and improve operational efficiency. This role involves optimizing customer-facing platforms and managing survey strategies.

Ideal candidates have a strong analytical background, excellent communication skills, and experience in software or multifamily services. The position offers remote flexibility and a variety of personal and professional benefits.

Qualifications

• 5+ years in software, operations, or multifamily services.
• Skilled in data analysis, with technical knowledge of CX platforms.
• Excellent written and verbal communication skills.

Responsibilities

• Develop and optimize Hawthorne’s key technology platforms.
• Drive product enhancements and manage survey strategies.
• Serve as the primary subject matter expert for CX platforms.

Skills

Customer-Centric Mindset

Data Analysis

Communication Skills

Cross-Functional Collaboration

Education

Bachelor’s degree in Business, Marketing, or related field

Tools

Yardi

Rent Café CRM

Job description

Customer Experience Software Specialist – Hawthorne Residential Partners

Location: Remote

Position Summary

The Customer Experience Software Specialist (internally known as the CX Solutions Specialist) plays a key role in shaping and executing the strategy for our core front‑of‑house technology platforms and CX programs. This position enhances the resident experience and improves operational efficiency across our communities. Leveraging expertise in multifamily technology, data‑driven insights, and technical acumen, this role optimizes customer‑facing platforms to deliver a superior, people‑first resident journey. Additionally, this role helps shape Hawthorne’s voice‑of‑customer programs, CRM, survey strategies, and reputation management platforms.

Job Functions

Product Strategy

• Develop and optimize Hawthorne’s key technology platforms to enhance customer experience and operational efficiency.
• Drive product enhancements by prioritizing business needs and staying up to date with the most current product updates and features.
• Own the product roadmap for CX platforms, including prioritization, timelines, and feature rollout.
• Translate operational and customer needs into clear product requirements and enhancements.
• Identify opportunities to streamline workflows and improve system adoption across teams.

Customer Insights

• Manage survey and reputation strategies and platforms to generate actionable CX insights.
• Drive the collection, analysis, and sharing of customer insights to shape strategy and product development.
• Monitor trends across feedback channels to proactively identify system gaps or friction points.
• Partner with teams to turn insights into actionable improvements within CX platforms.

Technical Expertise

• Serve as the primary subject matter expert for CX platforms (Knock, RentCafe, etc.).
• Develop a deep understanding of our customer‑facing platforms and technology ecosystem to ensure a holistic approach to customer experience.
• Oversee system configuration, setup, and ongoing optimization.
• Troubleshoot, analyze and develop CX platforms to ensure optimal performance.
• Lead, train, and participate in technology pilots that support our CX vision.
• Respond to and troubleshoot requests submitted through the ticketing system, providing timely resolutions and support across customer experience platforms.

Data & Insights

• Analyze and report on technology pilots, issues, and CX projects.
• Oversee the setup and pilots of CX technologies.

Collaboration

• Work closely with operations, digital marketing, software, and training departments to ensure the success of product operations.
• Manage relationships with vendor partners, ensuring they meet strategic goals and timelines.

Required Qualifications

• Educational Background: Bachelor’s degree in Business, Marketing, or related field preferred but not required.
• Experience: 5+ years in software, operations, or multifamily services.
• Analytical & Technical Proficiency: Skilled in data analysis, with technical knowledge of CX platforms and operational systems such as Yardi or Rent Cafe CRM to translate insights into strategic action.
• Customer‑Centric Mindset: Deep commitment to understanding and advocating for residents’ needs, behaviors, and expectations.
• Communication Skills: Excellent written and verbal communication skills, with experience presenting to executive teams and engaging cross‑functional stakeholders.
• Cross‑functional Collaboration Skills: Experience leading without direct authority.

Benefits

When you join our team, you’re stepping into a culture built around growth, wellbeing, and genuine care for our people. We’re committed to helping you thrive—professionally, personally, and financially.

Personal & Financial Benefits

• Enjoy Your Time Off: Start with 22 days of vacation, sick, and personal time.
• Make an Impact: Enjoy 16 hours of paid volunteer time annually.
• Recharge & Celebrate: 10 paid holidays + 1 floating holiday of your choice.
• Birthday: 8 hours off to celebrate your birthday.
• Future Planning: Company 401(k) match to support your financial goals.
• Financial Wellness Reimbursement: Resources to support your long‑term financial health.
• Referral Bonuses: Earn rewards for bringing great talent to the team.
• Exclusive Discounts: Access to savings at over 1 million retailers and Hawthorne guest suite discounts.

Personal & Professional Development

• Comprehensive Onboarding: Feel supported and prepared from day one.
• Ongoing Learning: Tailored training programs to help you grow your skills and career.
• Career Pathing: Clear, defined progression opportunities.
• Hawthorne Cares Fund: Financial assistance available for unexpected emergencies.
• Celebrate Success: Participate in annual Sales Rally events and contests.
• Education Reimbursement: We invest in your continued learning.

Health & Wellness Benefits

• Medical & Vision: Comprehensive plans designed for peace of mind.
• Dental & Life Insurance: 100% company‑paid coverage.
• Paid Family Leave: Maternity, paternity, and adoption leave so you can focus on what matters most.
• 24/7/365 Telehealth Access: Connect with doctors anytime, anywhere.
• Wellness Incentives: Earn rewards for taking care of your health.
• Short‑Term & Long‑Term Disability Plan: Added protection for life’s unexpected moments.
• Leave Bank: Additional paid time off during medical emergencies or natural disasters.
• Fitness Reimbursement: Cash toward your gym or fitness membership.
• Mental Wellness Tools: Free premium health and wellness subscriptions (a $450 value).
• New Parent Perk: One year of free diapers for growing families.

Equal Opportunity Employer

Hawthorne is an equal opportunity employer.