Join an international team that is reinventing how real estate operates residential asset class across European cities. Started in 2017, LifeX is a living concept and a technology platform for the real estate industry to be in the forefront of consumer demands. 

We are generating €10M ARR and expected to be EBITDA profitable in the next 6 months.

The customer success team is the central part of our operations and owns the end-to-end member experience- being the point of contact for our tenants (called members), being the feedback loop by collecting and measuring experience, improving processes as well as the in-app member communication, and working with other teams to deliver the best member experience at scale.

JOB DESCRIPTION

We are looking for a full-time Customer Success Manager to join us in this journey. Successful candidate will work with the customer support team (currently 2 people), and influence CS metrics, and strategy of overall customer experience. Could be remote-friendly for the right applicant, but should be open to travel for onboarding.

YOUR TASKS

Key Responsibilities

• Mentor a team of customer service agents, both customer care and support specialists, fostering a collaborative and high-performance culture.

• Provide guidance and expertise to the team, ensure timely and effective answers to customers’ requests, as well as resolution of customer issues.

• Act as a liaison between the customer service team and other departments, facilitating clear communication and collaboration.

• Identify and govern projects that are necessary to improve the customer experience, and the scalability of the customer success team. This includes overseeing our support platform, Intercom, working with workflow automation, and managing various workstreams across the various platforms we use.

• Analyze customer service metrics and implement strategies to continuously improve performance, customer satisfaction and customer retention.

• Escalate issues to the appropriate internal teams and follow up to ensure timely resolution.

• Act as key 'voice of the member' in the company - closing the feedback loop from customers to the various internal teams.

• Collaborate with the Product team to provide valuable insights for product improvement based on customer feedback.

• Collaborate closely with the Services team to ensure the best delivery of our services to our customers (you will share metrics with this team).

• Ensure community engagement, including overseeing (and joining) monthly events planned by our CS agents, and thinking of ways to improve community engagement in our member app.

• Oversee all mass communications with our customers, including onboarding communications, and proactive and reactive messaging based on ongoing Service needs.

• Conflict management of escalated conflicts from customers.

• Willing to travel at least once per quarter.

  
  

WHAT WILL YOU ABSOLUTELY NEED TO SUCCEED

• 2-5 years experience in customer experience/customer success role with management experience, preferably in a startup environment or similar.

• Experience with Intercom, or similar customer support tools.

• Excellent communication skills, both written and verbal in English (fluent or native).

• You are analytical and data-driven in your decision-making and enjoy problem-solving

• Can own and drive projects with an ability to make strategic decisions in line with team goals.

• Technically savvy. You can comprehend different tools and understand how various workstreams fit together.

• Great time management and organizational skills. You can manage a lot of information coming at you from various channels.

• Capability to thrive under pressure with a positive, customer-centric mindset, including in cross-team collaborations.

WHAT WOULD MAKE YOU STAND OUT

• Experience with a physical product (or services industry such as hospitality) supported by tech.

• Startup or scale-up experience.

Does this sound like you? Then reach out and apply!