**Senior Manager, Customer Experience (Real Estate) at blithequark**

Are you a seasoned leader with a passion for delivering exceptional customer experiences in the real estate industry? Do you thrive in fast-paced, dynamic environments where no two days are ever the same? If so, we invite you to join blithequark as our Senior Manager of Customer Experience, where you'll play a critical role in shaping the future of homebuying and making a lasting impact on the lives of our customers. **About blithequark** blithequark is revolutionizing the homebuying process by providing innovative financial products and services that give buyers and sellers the certainty and convenience they need to navigate the complex real estate market. As a remote-first company, we're committed to creating a work environment that's flexible, collaborative, and supportive of our employees' well-being. Our three core values – The Golden Rule, One Team One Dream, and Calm Focus – guide everything we do, from how we interact with our customers to how we work together as a team. **The Role** As our Senior Manager of Customer Experience, you'll be responsible for leading our Homebuying Customer Experience Teams at blithequark. This role requires a unique blend of leadership, technical, and business acumen, as you'll work closely with cross-functional teams to deliver exceptional customer experiences across our products and services. Your key responsibilities will include: * Managing and upskilling the Transaction Success and Support Team Leads to ensure a quality customer experience * Assisting in and coordinating ongoing training efforts for transaction experience team members * Collaborating with functional leaders within blithequark's sales, operations, mortgage, finance, and product teams to develop a fully integrated transaction management and closing experience * Maintaining in-depth knowledge of company products, services, and policies, effectively communicating updates to team members * Designing and implementing processes, procedures, and systems architecture to meet business needs * Creating reports and dashboards within Salesforce for team and management use, monitoring key metrics and identifying areas for improvement * Ensuring team members are trained to review every request accurately and efficiently, in alignment with blithequark's terms and requirements * Facilitating Team Leads in supporting frontline teams to maintain a delicate balance between company risk management and consistently delivering exceptional customer and agent experiences throughout the transaction * Developing and overseeing the crafting of communication strategies and scripts utilized by the Transaction Success And Support teams, ensuring alignment with company messaging and values * Crafting solutions for change management with cross-functional alignment * Taking full ownership of key performance indicators and prioritizing customer experience (NPS) and on-time cash closings * Recruiting, developing, and retaining team members to scale a best-in-class functional area of full-time and contract employees in an effort to maximize profitability * Providing detailed, insightful feedback to our Product team on the customer experience with blithequark, ensuring we keep the customer at the center of our solutions * Being comfortable working in ambiguity and shifting priorities **What You'll Bring** * 5+ years of management experience * 8+ years of real estate experience * Real estate license, preferred * Exceptional organizational skills * Strong time-management and project management skills * Strong leadership skills; vision and the ability to build and unify high-performing cross-functional teams around meaningful outcomes * Executive presence, excellent communication, and presentation skills * Demonstrated success delivering high-quality customer experiences * Tangible experience building something from the ground up * An outcomes-focused mentality and drive * Enthusiasm about helping beyond the bounds of your day-to-day role * Salesforce experience, preferred **What We Offer** * Compensation range: $100,000 - $110,000 base * Remote-first environment (our Headquarters are in Austin, TX) * Company-wide bonus * Exciting stock option grant for every full-time employee * 401(k) employer contribution match * Health and wellness benefits, including medical, dental, vision, and life insurance * Twenty days of vacation, five sick days, twelve company holidays, and two floating holidays each year * Generous paid parental leave of up to 14 weeks **Value-Driven Employee Experience** At blithequark, we believe that our employees are the backbone of our success. That's why we're committed to creating a work environment that's supportive, inclusive, and empowering. Our three core values – The Golden Rule, One Team One Dream, and Calm Focus – guide everything we do, from how we interact with our customers to how we work together as a team. * THE GOLDEN RULE. It's simple: Treat others the way we want to be treated. Whether we're dealing with colleagues or customers, we don't prioritize money or growth over people, and we practice empathy at every opportunity. * CALM FOCUS. We work in tech and build solutions for real estate. Both are fast-paced and stressful industries. But by focusing on the larger objective rather than rushing from one task to the next, we can create solutions our customers love. * ONE TEAM, ONE DREAM. Big problems require big solutions. We look at our customers' experiences holistically and recognize that solving them requires collaboration across teams and our three affiliate companies – blithequark, blithequark Mortgage, and blithequark Title. If you're a motivated, results-driven leader who is passionate about delivering exceptional customer experiences, we invite you to join our team at blithequark. Apply now to become our Senior Manager of Customer Experience and help us shape the future of homebuying! Apply for this job