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Hassle Free Home Services · 3 weeks ago

Head of Member Experience

Rockville, MD

Full-time

Onsite

Director/Executive

Hassle Free Home Services is looking for a Head of Member Experience who will serve as the strategic leader responsible for operational excellence and a high-quality member experience. The role involves ensuring team efficiency, continuous improvement across service channels, and acting as a bridge between various departments to enhance member communications and technology integration.

Heating Ventilation and Air Conditioning (HVAC)Real EstateReal Estate BrokerageResidential

Responsibilities

Execute our vision for seamless members experience that delivers Four Seasons like service across member communications, scheduling and onboarding

Partner with other department leaders to ensure member issues are handled thoughtfully, on-time, in-full, including Sales & Marketing, Finance, and Market Leaders

Hire and train team members that fit with our culture and deliver to our expected service levels

Continuous improvement of agentic responses for accuracy and next step decision from member tickets in Gorgias, building on prompting and structure created by the technology team

Assist dev team in improving automated AI responses by contributing scenarios for the prompting and fine tuning responses

Work with dev team on defining rule sets for ticket assignments in Gorgias

Audit customer communications (email, phone, chat, etc.) to ensure tone, accuracy, and consistency with brand standards

Includes the monitoring of an “urgent” folder we’re creating w/ AI

Identify process issues and recommend improvements to streamline scheduling, onboarding, QA, and communication workflows

Enhance Quiq messaging logic and communication flows to deliver accurate, relevant, and human-like responses to customer inquiries

Identify and lead integration opportunities between Quiq and Airtable (i.e. turning Quiq messages into Airtable repairs, merging Quiq conversations into the Member Comms section in Airtable, etc.)

Evaluate and improve the customer portal (Softr) to improve usability, design, and overall member experience

Develop and maintain internal tech documentation and “how-to” guides for team tools (Quiq, Airtable, Gorgias, Softr)

Run point on high touch customer situations (escalations) that require triage and careful problem solving to maintain customer satisfaction

Define clear triggers and pathways (escalation protocols) for when issues should move from frontline reps to leadership

Define and analyze KPIs for Member Services operations to measure onboarding efficiency, communication turnaround, and customer satisfaction, translating data into actionable insights

Create dashboards/reporting for leadership visibility on the above performance metrics

Qualification

Member experience strategyProcess improvementTechnology integrationKPI developmentCustomer support managementTeam leadershipCommunication skillsProblem solving