Hiring Customer Success Lead | Brick

Customer Success Lead

Brick

Date listed

2 weeks ago

Employment Type

Full time

Remote

Yes

Keywords: remote coverage moment

Please submit your application at https://jobs.lever.co/BrickLabs/. Any applications received outside of this medium will not be considered. Thank you!

Join us in building the financial operating system for general contractors.

Brick is the payments company that helps general contractors deliver high quality work at scale. Homeownership is still the best path towards wealth building in this country, and generates significant economic value for home service providers. But providers like general contractors don’t have the financial services they need to both capture economic value and create positive financial experience for the homeowners. As a result, home improvement projects rank second to used auto sales in total number of consumer complaints per year, and are consistently ranked as the most financially expensive complaints.

We’re creating scalable financial trust by managing the payments between all parties. Even great general contractors need help in managing what is a very financially complex business, and unfortunately most existing financial services just don't reduce enough risk for the contractor nor the homeowner.

We’re looking for the brightest folks to join us on our mission to be thoughtful and intentional in building the financial trust and stability for general contractors and their clients.

If that resonates and you think you can help build our products, team, and culture, we're excited to hear from you!

— The Brick Team

About The Role

As Brick’s first Customer Success Lead, you will have a unique opportunity to help build the customer operations team from the earliest stages. This role combines elements of customer support, transaction management, payment collections, and business operations. You will serve as the digital front-facing representative to our customers (general contractors) and their clients (homeowners).

From the moment our customers decide to work with Brick on their next renovation project, you’ll be their steward, guiding them as they grow their business at scale while planting the seeds for a best-in-class customer experience.

While the work you will do is fully remote and primarily virtual, the way you will communicate extends beyond answering questions and delivering information. To develop a best-in-class experience, you will be building and personalizing relationships in service to customer utilization and lifetime value. This is a high-impact position that directly contributes to both the financial growth of our customers as well as the strategies that will help to define Brick as we grow.

What You’ll Achieve

Manage and engage a pipeline of customer accounts and provide data-driven feedback on related KPIs Prioritize genuinely understanding who our customers are and what their goals are, and use this knowledge to help coach them through Brick lifecycles Work closely with the Head of Customer Operations to build efficient, scalable internal systems that deliver a consistent, high-quality experience to our customers Optimize customer and client response and payment rates though consistent, well-executed follow-up Collaborate with our Sales, Marketing, and Operations teams to set our customers up for success

Skills and Toolset You’ll Need to Bring

Empathic Communication. You’re a natural at connecting with people on a human level while balancing the tough conversations like late payment collections or following up with contractors on inaccurate renovation timelines. You hear what people say and seek to understand what they really mean. You adapt your communication style to meet the unique needs of people and translate messages among different stakeholders, both internally and externally.

Adaptivity. As an early stage business, we move fast! We will make business pivots as we better understand our customers and their clients. The work today may look very different in the near future. You’re willing and excited to learn from failure and get right back at it.

Collaboration. You work well with others and excel in a remote-first environment. Brick is a minimal-meeting culture where we believe in balancing asynchronous collaboration with thoughtfully scheduled virtual meetings to empower our teammates to do their best work.

Prioritization. This role manages many stakeholders and competing priorities at once. There are a LOT of details and you’ll be responsible for getting all the finer points correct, every single time. You are adept at juggling multiple things all at once, and skilled at acting with urgency while providing high-quality, positive experiences.

Mindsets and Behaviors You’ll Bring

Curiosity. You are not a machine. You want to understand customer needs on a deeper level to improve processes, communication with external and internal stakeholders, and deliver a delightful experience that empowers customers to return to Brick for their next renovation project.

Solution-Oriented. You love to solve problems. You’re skilled and persistent at getting to the bottom of an issue and resourceful in resolving it efficiently. You excel at finding the simplest solution that not only gets the job done but surprises and delights. You’re always looking for ways that Brick can do things even better.

Positivity and Flexibility. Your default mode is to see the upside. You’re comfortable with ambiguity and in situations that don’t necessarily have a clear answer. You can take action without needing a fully developed roadmap. Even better - you thrive in developing processes and a roadmap to guide future decisions.

Nice to Haves

Worked in the construction field or an adjacent space Worked in a high growth startup Phone-based customer service Fluent in a second language - Spanish is a plus!

Salary

$80-$90k .037-.056% Equity

This is a full-time, fully remote, exempt role with competitive compensation and meaningful equity at a high-profile, dynamic startup.

We offer a full suite of health & wellness coverage, as well as other programs to support your growth, including an annual personal/professional development budget.

We also recognize the diversity of responsibilities and goals our teammates have outside of the office, and actively encourage and accommodate the flexibility needed to achieve a healthy work-life balance.

We are excited about all qualified applicants, and we want to be sure those identifying as BIPOC, economically disadvantaged, disabled, queer, trans, nonbinary, and/or gender nonconforming feel encouraged to apply.

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