Full-Time Member Experience Manager

Kindred is a members-only home swapping network.

The Role: Seeking a Member Experience Manager for a fast-paced, high-growth environment.

Responsibilities:

• Deliver outstanding customer experience, responding to inquiries via text and email, collaborating with coordinators.
• Handle escalated issues with urgency, professionalism, and empathy, resolving cases effectively.
• Analyze complex customer problems, identifying root causes and coordinating solutions.
• Collaborate with product, engineering, and other teams to address concerns and prevent issues.
• Maintain clear communication with customers, providing updates and setting expectations.
• Accurately document escalations, actions, and outcomes.
• Identify escalation patterns to improve processes and reduce issues.
• Act as a customer advocate, relaying feedback to relevant teams.

Qualifications:

• Bachelor's degree (Business, Communications, or related) preferred.
• 3+ years customer support and escalation management experience.
• Strong escalation resolution skills and communication skills.
• Attention to detail, problem-solving, and proactive quality control.
• Excellent written and verbal communication skills.
• Commitment to Kindred's values (community, generosity, respect).
• Confident decision-making and a service-driven mindset.
• Comfortable in dynamic, fast-paced environments.

Bonus Points:

• Experience with FrontApp, Retool, or Asana.
• Relevant hospitality, real estate, or travel experience.

What is the last date for applying to the job?

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