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Manager, Customer Experience

Company: Better.com
Location: Irvine
Posted on: September 15, 2020

Job Description:

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.

Right now we’re funding over $1.5 billion in home loans per month

We’ve funded over $14 billion in loans and $3.5 billion in insurance

We ranked #11 on Fortune’s Best Places to Work in Financial Services 2020

Our Founder and CEO was named in Comparably's Top 25 CEOs for Diversity

We were listed to Forbes’ FinTech 50 2020

And #15 on the 2020 CNBC Disruptor 50

We’ve secured over $254 million from our investors to date

Our company is made up of driven, passionate people who bring their unique backgrounds and perspectives to everything we do and we are committed to fostering diversity, multiculturalism, and inclusion. We see the perspectives that each person brings and a diverse workforce as essential for individual and collective success. We believe it’s important to foster a company culture that encourages curiosity and passion—from employee resource groups and learning opportunities to team outings and community outreach.

A Better opportunity:

Customer experience is not always a top business priority in our industry, but at Better, it is core to our company. 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 an experience for them.

We are looking for someone to manage a team of Customer Experience Associates. 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 will include:

Manage team of 8-10 customer experience associates

Provide leadership and direction to high-performance CX team

Actively participate in fast paced hiring efforts

Coach and uplevel customer experience associates

Develop creative and innovative ways to improve team performance

Manage and monitor performance metrics

About You:

3+ years of experience in a customer-centric role

1+ years of management experience

A proven leader and mentor

Highly empathetic and customer centric

Excellent communication and relationship-building skills

Strong bias-to-action, as well as a strong sense of practicality and effectiveness

Highly adaptable, and able to thrive in ambiguous or uncertain environments

Prior experience working at fast-growing start-up

Active NMLS license

The Better mission is rooted in values that drive us.

We do what’s in the best interest of the consumer, not ourselves

We have growth mindsets, not fixed ones

We believe that success lies in execution, not credentials

We act like owners, not just employees

We work to find answers on our own, not wait for them to be given to us

We optimize for mission, not ego

Our mission speaks for itself—we continue to outpace the industry at every turn. We’ve recently joined forces in partnership with Ally Bank, and our backers have helped build some of the most transformative tech and finance companies in history. Kleiner Perkins, Goldman Sachs, American Express, Citigroup, Activant Capital, Ally Bank, and others have invested in our vision for what homeownership can be.

Better is an equal opportunity employer. We do not discriminate on the basis of 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.

Are you legally eligible to work in the U.S.?  *

--

Will you now or in the future require visa sponsorship for employment at Better.com?  *

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What are your total annual compensation expectations?

At Better, we are committed to diversity and inclusion and creating an environment of growth for all of our employees. We recognize the unquestionable value of building a truly diverse workforce and the power of diverse perspectives necessary to achieve our mission of accessible homeownership. This is why we are committed to utilizing actionable data to inform our strategies to make sure we attract, retain and develop talent from all backgrounds, including underrepresented minorities.

Below is a set of voluntary demographic questions. If you choose to complete this form, the responses will be used, in an anonymized and aggregated manner only , to help us identify areas for improvement in our process. Your responses, or your choice to not respond, will not be associated with your specific application and will not in any way be used in the hiring decision or thereafter, and your choice and your response will not otherwise subject you to any adverse treatment.

I identify my gender as

Female

Male

Non-binary / third gender (Inclusive of bigender, agender, androgynous, gender fluid, gender non-conforming)

I prefer to self-describe

I prefer not to say

I identify as transgender

Yes

No

I prefer to self-describe

I prefer not to say

I identify my sexual orientation as

Asexual

Bisexual, pansexual, and/or queer

Gay and/or lesbian

Heterosexual

I prefer to self-describe

I prefer not to say

I identify my ethnicity as (mark all that apply)

Alaskan Native / American Indian / Indigenous American / Native American

East Asian (inclusive of Chinese, Japanese, Korean, Mongolian, Tibetan, and Taiwanese)

South Asian (inclusive of Bangladeshi, Bhutanese, Indian, Nepali, Pakistani, and Sri Lankan)

Southeast Asian (inclusive of Burmese, Cambodian, Filipino, Hmong, Indonesian, Laotian, Malaysian, Mien, Singaporean, Thai, and Vietnamese)

Diasporic African Black (inclusive of Latin America and the Caribbean)

African Black

US Born Black (inclusive of descendants of enslaved people in the United States)

Latinx

Middle Eastern

Pacific Islander

White

I prefer to self-describe

I prefer not to say

Veteran status

Yes, I am a veteran

No, I am not a veteran

I prefer to self-describe

I prefer not to say

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Keywords: Better.com, Irvine , Manager, Customer Experience, Other , Irvine, California

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