Customer Experience - Coordinator

Location: Atlanta or Remote, GA

Department: Customer Experience

Type: Full Time

Min. Experience: Mid Level

About Us

Tourbuzz is a leader in the Real Estate Marketing space, focused on capturing, modification, and presentation of media assets online. We are now serving 2M+ unique visitors a month.

Our vision is to give every piece of real estate an online presence in a beautiful, useful, realistic, and emotionally engaging way. We empower those looking to buy or rent real estate to truly understand a property’s appropriateness for their needs while driving excitement about the property. We operate at the intersection of technology and design, delivering the future of real estate marketing today while elevating the brands of the photographers and real estate professionals that depend on our platform.

We measure ourself on being the leading industry innovator in visually presenting real estate online. We're bootstrapped, profitable, growing fast, and debt-free. We are known for our superior customer service, our relationships with our customers, and not shying away from hard problems.

Our goal is to create a valuable, productive, and satisfying experience for our customers where each interaction is delightful. We gather customer insights voraciously, synthesize them through a product-first lens, and provide the company with a compelling and comprehensive voice-of-customer to drive product excellence. We invest in the success of our customers’ businesses and do everything we can to help them reap value from our product. We help and support each other at all times and are deeply invested in the success of our team. We learn from each other, and push each other to get better.

We believe that delivering value outweighs how many hours you work or where you work. In our eyes, the best performance and highest engagement comes from focusing on employee growth and development. We provide a flexible work schedule, generous vacation, opportunities for professional growth, personal development and a relaxed work environment.

About You

You are motivated more by innovating and operationalizing our people-based customer experience to drive business growth and communicate value than by providing the same answers to the same questions time and again. You are driven more by influencing business and product decisions with data and insights you’ve helped the Customer Experience Group discover than by submitting customer complaints verbatim with little thought to what will truly make the best product. You are more focused on coaching your team to even higher levels of performance than on making excuses or blaming customers for negative interactions.   

You relish the opportunity to work with a product team, engineers, customer success and customers to ensure a surprisingly awesome customer experience. You ask a lot of questions and love spirited yet professional debate, knowing it improves outcomes. You are comfortable navigating uncharted waters within the company. You are motivated by creating your own path to delivering value and taking full advantage of personal empowerment. You understand how to balance scope of work with execution, and believe that continuous improvement is a way of life.

In addition to having best-in-class customer service skills, we’d love to find a person who has a passion for data collection and analysis or who has spent time contributing to collaborative cross functional initiatives.

How we measure success

Within your first 12 months, we will measure your success based on your contributions to the company, and your team:

  1. You have institutionalized and leveraged role performance coaching for Customer Experience Group
    • You have facilitated at least 100 one-on-one reactive support coaching sessions with your team to help ensure Tourbuzz offers customer service and support second to none
    • You have ensured Product Team satisfaction with Customer Experience Group insight discovery output is at or above 90%
  2. You have lead the Customer Experience Group in surfacing insights on Tourbuzz Enterprise Suite features from 20 larger customers
  3. You have lead the Customer Experience Group in surfacing insights on Tourbuzz’s property listing designs from 40 customers across segments within our portfolio
  4. You have lead the Customer Experience Group in surfacing at least 5 insights related to pricing from each customer segment to the company
  5. You have executed the Customer Experience Group component of the change management plans for rollout of two key strategic changes
  6. You have increased efficiency and consistency of Reactive Support and Customer Experience Group (intra-team) key processes through a focus on operationalizing

What successful execution of Customer Experience Coordinator can lead to here at Tourbuzz

Successful execution of the Customer Experience Coordinator role will put you in a strong position to transition into the Customer Experience Group Manager role. As Customer Experience Group Manager, your goals would include (1) helping people on your team cultivate personal growth, navigate interpersonal relationships, allocate time and energy, and remove blockers; (2) author and prioritize quarterly objectives and key results for the Customer Experience Group, (3) create and communicate the team vision, (4) heavily influence the Customer Experience Group’s evolution as Tourbuzz grows, and (5) lead initiatives focused on scaling the Customer Experience Group.

Alternatively, continuous growth and exceptional performance may set you up to transition into the Product Team at Tourbuzz, where you could leverage your skills and knowledge of our product, customers, and industry to help define and build a better product.

Or, proving your ability to build and leverage processes could position you as the best candidate for the Director of Operations role Tourbuzz may need in the future.  

To be successful

We are a highly collaborative and cross-functional organization. As you pursue your objectives and Tourbuzz’s goals, you will be working closely with  

Jennifer Delgardio - Office Manager / Reactive Support: As a fellow Customer Experience Group team member, Jennifer will work alongside you providing exceptional customer support and working to achieve your team’s goals

Nicole Lay - Customer Success (Onboarding) / Reactive Support: As a fellow Customer Experience Group team member, Nicole will work alongside you providing exceptional customer support and working to achieve your team’s goals

Matt Morris - Communications / Reactive Support: As a fellow Customer Experience Group team member, Matt will work alongside you providing exceptional customer support and working to achieve your team’s goals

Alastair Steward - People Ops: As the former Customer Experience Group Manager, Alastair will work with you to set the level of excellence of the Customer Experience Group at Tourbuzz. As your Functional Manager, he will help provide the resources, guidance, and alignment you need to be successful in your role, as well as offer support to facilitate your engagement and satisfaction at Tourbuzz

Paris Holley - Sales: Paris will work with you to optimize the relationship between sales and the Customer Experience Group

Andrew Young - Product Manager / Director of Business Transformation: Andrew will work with you to level up the application of customer insights at Tourbuzz

Hillary Prager - Junior Product Manager: As a former Customer Experience Group team member and current Tourbuzz Enterprise Product Manager, Hillary will work with you to optimize the insight process to bring more value to the Tourbuzz Enterprise Product

Alan Pinstein - Director of Product / CEO: Alan will work with you to discover and communicate valuable customer insights necessary for making product decisions

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