Job Description

Who We Are

Hassle Free Home Services was born out of a realization that homeownership came with its share of surprises – a never-ending to-do list, constant maintenance, and unexpected upgrades. Since 2003, we've assisted hundreds of homeowners with a simple motto: “one call solves it all.” Our monthly home maintenance and management services are designed to let homeowners reclaim their precious free time. Join our passionate team in our shared mission to create lifelong relationships with our members, transforming homeownership into a truly hassle-free experience.

Position Overview

The Head of Member Services will play a pivotal role in building our customer success organization. They will be responsible for speaking directly with our members to fulfill their monthly/quarterly/project requests, lead and manage a growing team of member service associates focused on scheduling, Cx and quality assurance, partner cross function with local DMV leadership & our digital product teams to improve and automate key processes, and enhance our brand perceptions by providing white glove service to our members.

This position is based in our Rockville, MD office and reports to co-Founder of Hassle Free Home, Andrew Balfour.

What You’ll Accomplish

• Leadership: Lead and manage a team of member success associates to address member requests daily.
• Manage a Growing Team : Hire, train, and motivate member service associates to consistently improve customer service.
• Create & Improve Process : Work directly addressing member requests and use that experience to help create processes to enhance customer experience and reduce team friction.
• Partner Cross Functionally : Collaborate with technology, home management, and marketing teams to enhance the customer experience.
• Automate : Analyze operations and identify opportunities to automate repeatable tasks that don’t require human intervention leveraging our in house team.
• The Little Things : Oversee other key operational necessities of the business - uniforms, trucks, product to ensure our team is well resources each and every day to better serve our members

Qualifications:

• 4+ years of customer service and management experience
• Proven experience in team leadership and customer service management.
• Type A personality who responds instantly to communications, cannot let things sit mentality
• Strong analytical and problem-solving skills.
• Ability to collaborate cross-functionally to improve service delivery.
• Experience with process improvement and task automation.

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