About Inhabit

Inhabit operates a unique collective of tech-forward companies serving the residential, commercial, and short-term rental industries. Our team members deliver best-in-class software solutions and services while fostering innovation and collaboration with business leaders and industry experts. Inhabit believes that property managers are central to the success of the residential and short-term rental markets and delivers products built to empower them, their investors, and communities. Come help build the company you want to Inhabit. To learn more, visit inhabit.com.

About ResMan

ResMan is a provider of cloud-based software services to the multifamily housing industry. One in three Americans rent their homes and ResMan makes software that makes that possible. ResMan is dedicated to delivering exceptional service experience for owners, managers, and residents of multifamily real estate.
Our belief and commitment are built on 3 ResMan core values:

• Own What You Do - You commit to individual accountability and fulfilling our vision
• Believe in the Impossible - We believe everything is possible through creative thinking and exceptional effort
• Win Together We consistently deliver outstanding results through collaborative, supportive, trusted relationships

Job Description Summary

The Director of Customer Service leads ResMan support organization consisting of TAMs, Professional Services, Team Leads, and the T1/T2 agents. This leader owns the development of the organization (recruiting, quality, performance management) and is the overall owner for quality and client satisfaction. They also own all metrics and reporting to both leadership and peer groups and work closely with internal teams on both product and over support enhancements. Finally, they lead data-driven continuous improvement initiatives to improve both overall support efficiency and ultimately client satisfaction, personally engaging in client escalations as needed.

What You'll Do (Functions & Responsibilities)

• Set the strategic direction of the company’s customer service operations
• Develop and implement customer service policies, procedures and service standards
• Monitor and analyze customer service performance and make necessary improvements
• Train and mentor customer service staff to deliver a high standard of customer service
• Handle complex and escalated customer service issues
• Coordinate and manage customer service projects and initiatives
• Ensure the necessary resources and tools are available for quality customer service delivery
• Review customer complaints and conduct investigations
• Prepare reports and analytics on customer service activities for management review
• Drive digital transformation in customer service operations to improve efficiency and customer satisfaction

What We're Looking For (Minimum qualifications)

• 3+ yrs ResMan experience.
• 5+ yrs in support including 3+ yrs leading support organizations.
• 3+ yrs improving Enterprise tier client support relationships.
• Strong process improvement mindset with examples of driving decisions with data.
• Demonstrated experience in hiring, performance management, and development.
• Contact center leadership and improvement.
• Executive reporting and presentation.
• Experience evolving Support organization and models.

Education Requirements

• Bachelor’s degree or relevant experience

Type

• Full-Time Salaried, Exempt

Location

• Plano, TX (Hybrid)

Benefits Include

• Competitive Pay
• Health Insurance: Medical, Dental, Vision and Prescription Plans
• Health Savings Accounts
• Flexible Spending Account
• Dependent Flexible Spending Account
• Critical Illness
• Accident
• 401k Plan with discretionary company match
• Short- and Long-Term Disability
• Company Paid $25,000.00 life insurance
• Supplemental Life and AD&D Insurance
• Employee Assistance Program
• Paid Holidays
• Paid Vacation
• Paid Volunteer Time
• Inhabit Employee Discount Programs

Our Company is an Equal Opportunity Employer and complies with all federal, state, and local laws, including providing reasonable accommodations to applicants.

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