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Marketplace Operations Manager - Customer Happiness

Role overview

Cleanify is looking for a positive and entrepreneurial leader who has a passion for delighting customers and building scaleable technology operations teams. The Marketplace Operations Manager - Customer Happiness is responsible for setting the direction and managing the team that delivers consumer happiness through each support interaction. They will work hand-in-hand with the Martketplace Operations Manager - Fulfillment who manages the fulfillment of Cleanify bookings and performance of cleaning businesses. This role reports to the Head of Operations and requires working cross-functionally with product, business development, and marketing teams.

What you will be doing

  • Drive initiatives and set the standards that delight customers
  • Manage the hiring and day-to-day operations of the customer happiness team
  • Maintain internal documentation, training and quality assurance processes
  • Monitor objectives and key results, investigate trends and exceptions, develop action plans
  • Identify trends backed with data from your team’s support interactions and industry research to inform product development and operational improvements (Phone, Chat, Email, Text, Social)
  • Work cross functionally with marketing to continue to improve processes impacting the customer experience and efficiency of the operation

What you should have

  • Passion for orchestrating the delivery of delightful customer experiences
  • Bachelor's degree or equivalent experience
  • 4+ years experience working in customer service or sales role in a technology company - proven experience empathizing with customers (marketplace experience a bonus)
  • 2+ years experience as a people manager
  • Excellent verbal and written communication skills (Spanish proficiency a plus)
  • Strong organizational and project management skills
  • Demonstrated analytical skills with Excel
  • Experience with tech services & product tools: CRM (e.g. Salesforce), Support (e.g. Front, Zendesk), Project management (trello, asana), Bug Tracking (JIRA, Pivotal Tracker, etc)
  • Startup DNA: A quick learner and fast on their feet, highly collaborative, always learning, getting results and having fun.

What we’ll set you up with

  • Competitive salary, based on experience
  • Equity stake in Cleanify (Cleanify’s success = your success)
  • Health coverage
  • Flexible vacation
  • Access to awesome mentors

About Cleanify

Cleanify is building the best way for people to managing cleaning and home services. Cleanify empowers cleaning businesses with customers and tools to make their businesses more profitable. We’re excited to be transforming the way small and medium businesses engage with their local customers as we build “the API to local service.” Our vision is to power thousands of million dollar local service businesses.

Cleanify is venture capital-funded technology startup backed by 500 Startups, Kapor Capital, Angel List, Great Oaks VC & many more angels and funds. For more information, see us on AngelList and TechCrunch.

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