Better - Manager - Customer Experience

Better is redefining homeownership and making it simpler, faster and most importantly more accessible for everyone. We leverage technology and expertise to find ways that we can make the homebuying journey more approachable and understandable

ABOUT THE TEAM :

Beyond producing high quality loans and an extreme focus on customer experience, our goal is to build a product that will ultimately reduce the cost of homeownership in America. With offices in New York, Irvine, Oakland, Charlotte and Gurgaon, we are quickly expanding in order to deliver a delightful borrower experience through a combination of technology and people. In joining our team, you will have a unique opportunity to join a fast-growing team and you will play a critical role in delivering on the Better mission.

ABOUT THE ROLE:

- We're building a world-class customer service organization - one that combines highly effective processes and systems with a customer experience that people will rave about. We care deeply about our consumers and are dedicated to building a great experience for them.

- The Customer Experience Manager is responsible for the leadership and performance of their team, as well as managing customer escalations and working closely with the Sales and Mortgage Operations teams.

- The ideal candidate for this role has a proven track record and passion for creating fantastic customer experiences. Someone who knows what world-class customer service looks like, and who is itching to be the driving force behind an amazing customer success team.

RESPONSIBILITIES :

- Manage team of Customer Experience Specialists

- Provide leadership and direction to high-performance CX team

- Coach and uplevel Customer Experience Specialists through weekly 1:1s, as well as ad-hoc meetings, as needed

- Handle escalations, as needed, and be an overall champion for your team

- Develop creative and innovative ways to improve customer experience

- Manage and monitor performance metrics

- Anticipate, troubleshoot and resolve customer issues and concerns

-Develop and maintain mortgage knowledge, organizational goals, products and services

- Collaborate across the Sales and Mortgage Operations teams to resolve customer inquiries, building lasting, concierge experience

ABOUT YOU :

- 3+ years of experience in a customer-centric role and 3+ years of management experience.

- Understanding of production flow and CE tools.

- Excellent communication and problem-solving skills.

- A proven leader and mentor.

- High empathy and customer-centric mindset.

- Ability to troubleshoot and come up with creative resolutions.

Better is an equal opportunity employer. We do not discriminate based on race, color, religion or religious creed,

sexual orientation, gender, gender identity, marital status, family or parental status, disability, military or veteran

status, or any other basis protected by law. All employment decisions at Better are based on a person's merit, business

needs, and role requirements.

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