Director of Global Customer Experience (Hybrid)

SmartRent; Phoenix (AZ); Hybrid; USD 130,000 - 170,000; Full time

Benefits offered by this job

Medical, dental, vision and life ins.

Paid time off (PTO)

401(k) with employer contributions

Parental leave

Employee stock purchase plan

Job summary

SmartRent, a leading proptech company, seeks a Director of Customer Service to oversee a nationwide and offshore team, shaping strategic direction for resident and property manager support.

The role requires building scalable processes, managing KPIs and SLAs, and collaborating with product and engineering to optimize the support experience. Hybrid role from Scottsdale, AZ headquarters.

Qualifications

• Bachelor’s or higher in a business, communication, management, IT or related field with substantial customer service leadership experience.
• Proven track record managing large, diverse call center teams and outsourcing vendors.
• Strong leadership, collaboration and data-driven decision making.

Responsibilities

• Develop and execute a strategy for the Customer Service department aligned with company goals.
• Oversee KPI, SLA and vendor relationships including offshore operations.
• Lead Managers and Supervisors to deliver exceptional customer experiences.
• Partner cross-functionally with Product, Engineering and Account Management.

Skills

Call center leadership

Vendor management

Strategic planning

Analytical skills

CRM tools

Intercom experience

Communication

Education

Bachelor’s degree in Business, Communication, Management or IT

Associate’s degree in Business, Communication, Management or IT

Tools

Intercom

CRM systems

Job description

SmartRent, a leading proptech company, seeks a Director of Customer Service to oversee a nationwide and offshore team, shaping strategic direction for resident and property manager support.

The role requires building scalable processes, managing KPIs and SLAs, and collaborating with product and engineering to optimize the support experience. Hybrid role from Scottsdale, AZ headquarters.