Customer Experience Manager

About Handy
Handy is changing the way the world buys services by connecting customers with vetted, independent, local service professionals in a fast, convenient and reliable way - at the tap of a button. Started in 2012 by Oisin Hanrahan & Umang Dua, Handy has scaled to offer cleaning, installation, and assembly services across the entire US and has processed over 3 million transactions. We’re thrilled to announce Handy is now a part of ANGI Homeservices (Nasdaq: ANGI), the world’s largest home services marketplace including brands like HomeAdvisor and Angie’s List. While this is a big milestone for us, we believe this is just another step in Handy’s journey, and we’re excited to join ANGI Homeservices to bring the Handy experience to millions of more customers.

About the role
This is a unique opportunity to have outsized impact in the Handy organization. We are seeking an ambitious self-starter for a key role in our Customer Experience team to help scale an organization of 200+ agents. As a Customer Experience Manager, you’ll be a leader in one of our business lines, and develop the strategy and action plan on how to improve the experience for our customers and pros. 

What you’ll do:
  • Develop, modify and implement new policies for our customer and pros
  • Support team leads in the most complex and highest impact customer interactions
  • Lead, coach and train customer service team leads in our remote centers
  • Perform weekly oversight of QA metrics from our different teams
  • Work with Operations to pilot new procedures and work to automate or train customer experience team members to execute those that are most successful

What we're looking for:
  • 3+ years in customer experience or operations
  • Someone hungry to learn, grow and develop a successful career!
  • Experience managing people (like remote agents / BPOs) is a plus 
  • Experience with ZenDesk is a plus
  • Excellent written and verbal communication skills

Compensation & Benefits
  • Competitive salary commensurate with experience and performance
  • Full medical, dental, vision package to fit your needs
  • Monthly Handy credits
  • Unlimited vacation policy; work hard and take time when you need it
  • A fun office in the heart of Manhattan, always stocked with coffee, snacks and drinks; catered lunch and dinner, foosball, office events and team outings
  • Ground floor opportunity with the team
  • The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world

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