is actively seeking a Manager at its Seattle Headquarters to be a part of building the Customer Experience team. This role is pivotal to ensuring the success of our mission. is a fast-growing, venture-backed construction general contractor that is unique in the space because of its broad use of technology to serve customer needs. We are currently building a team of general contractors, project managers, software engineers, and support staff with the vision of improving every aspect of home services delivery; improving lives by improving homes.

We are looking for a passionate, highly-motivated and customer obsessed leader who has experience in building and leading a customer Experience/Success team. They should be willing to roll up their sleeves and set up and manage processes. This position ensures that our customers (Homeowners, Providers and Partners) are able to effortlessly and positively engage with through the entire lifecycle of their experience. You will be an advocate for the customer and will influence our strategies to further improve the Customer Experience. You will deepen our knowledge on customer happiness and satisfaction, champion initiatives, and manage multiple projects to drive continuous improvements to the customer experience. 

The team will be responsible for handling customer escalations, Net Promoter Score (NPS) and Customer Satisfaction scores. This role also requires the ability to work cross functional teams - in particular, working with Sales/Marketing, Construction, Operations and Product, to develop solutions that enhance our ability to deliver projects.


  • Execute to the vision for customer experience at (Customers defined as Homeowners, Providers/ subcontractors and Partners)
  • Be an advocate for customers as well as set customer expectations
  • Responsible for being the voice of customers and driving initiatives for delivery of optimal experience on behalf of customers
  • Develop processes for responding to customer feedback (both good and bad) and triage on a short term basis while developing longer term solutions.
  • Lead a small team of Customer Success specialists to deliver on top initiatives
  • Own escalation management and work with Construction, Operations and Leadership team to resolve root cause.
  • Ability to engage with customers and solve their problems even in highly emotional and charged situations.
  • Provide project updates to key stakeholders
  • Engage with Operations/Construction, Product/Tech and Sales teams to make improvements to customer experience through RCA (Root Cause Analysis)

Required Qualifications

  • 5+ years of experience in customer facing roles.
  • 2+ years managing highly functional teams
  • Bachelor's Degree in Arts, Communications or a related field
  • Led or were part of building Customer Success/Experience organization
  • Strong experience of engaging with customers to provide solutions
  • Experience designing solutions for large and complex operations
  • Effectively managed 2+ cross-functional large scale projects at the same time

Required Skills

  • Outcome-oriented with strong bias for creating a sustainable process 
  • Ability to be an advocate for the customer
  • Excellent interpersonal and communication skills - ability to build relationships, influence and work effectively cross functionally 
  • Experience with developing and managing large scale programs with multiple stakeholders
  • Track record of building and leading teams - both directly and indirectly 
  • Strong problem-solving skills and data analysis and interpretation  

Preferred Qualifications

  • Masters degree in Business (MBA) or a related field and at least two years of progressively responsible experience 
  • Excellent verbal and written communication skills
  • Strong attention to detail and excellent problem solving skills
  • Experience in the construction or E-commerce industries


  • Competitive salary
  • Open PTO (No Cap or Accrual)
  • Paid Flex Holidays
  • Employer subsidized benefits (Medical, dental, vision, etc)
  • Employer paid life, disability and more!
  • 401(k)
  • Company laptop
  • Stock options based on experience
  • Office kitchen stocked with complimentary food and beverages and weekly office lunches

Apply for this Job

* Required


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.