Hypercare Customer Experience Coordinator

BUILD SOMETHING YOUR NEIGHBOURS WILL LOVE

Were building Torontos dedicated platform for home management to empower the citys homeowners and to better connect our neighbours and the local Pros they trust.

Our focus is purely on the GTA market right now. We build our property base one street at a time and our marketplaces one neighbourhood at a time. Were a local tech company in every sense of the word. We start with integrity neighbourhood values and competitive craftsmanship and we build our business on neighbourhood trust.

We believe in holistic solutions to consumer problems. We believe in high-trust hyperlocal communities. We believe in low commission marketplaces that the best Pros can actually say yes to. And we believe that tech companies should go to work for the locally loved Pros of the GTA rather than trying to get those Pros to effectively work for the tech company. We believe that its good business to care. We believe that this problem space deserves a form of digital transformation that the people and Pros of Toronto can trust and invest in.

If this resonates with you and youre at a point in your career and your life where you want to do something uniquely difficult for a meaningful outcome youve found your next home.

ROLE SALARY BAND

$75000 to $80000

ROLE OVERVIEW

Were looking for a highly organized and adaptable Hypercare CX Coordinator to join our this role youll help keep the Quartermaster experience running smoothly by delivering exceptional support to both homeowners and Pros throughout active projects and customer interactions.

From managing project workflows to resolving support requests in real time youll play a key role in ensuring projects continue moving forward efficiently and customers feel supported every step of the way. Youll oversee multiple projects simultaneously surface customer pain points and help identify opportunities to improve workflows and automate manual processes. Youll also champion the voice of the customer internally contributing to a stronger more responsive product and experience.

Youll be part of a fast-paced growing team that values ownership adaptability attention to detail and a willingness to improve how things work. This is a great opportunity for someone early in their

• In addition our benefits plan covers health dental and wellness to add that extra pep in our step and help us sleep at night.
• We have a tech allowance benefit to help set you up for work.
• We have pregnancy and parental leave policies and were ready to support your familys next stage of growth.

EMPLOYEE OWNERSHIP:

Were a team on a mission. We expect a high degree of ownership from each other and we pair that with higher-than-usual employee ownership in the company. Customer experience support or operations career who wants to grow quickly and make a meaningful impact.

This is a full-time hybrid role with a combination of remote and in-person work expectations. Standard daytime responsibilities may include both in-person and remote work; however evening and weekend coverage is completely remote.

Because many active customer interactions occur outside traditional business hours we are primarily looking for team members who are open to schedules centred around early morning evening and weekend coverage. This role is designed around consistent non-traditional working hours (for example afternoon and evening hours) rather than occasional after-hours availability. Candidates with flexibility for remote evening and weekend coverage will be prioritized. However if you strongly align with our mission and believe you would be an exceptional fit for the role we still encourage you to apply.

WHAT YOU WILL BE DOING

Customer Experience & Marketplace Execution

• Provide fast real-time support to homeowners and Pros during active marketplace interactions ensuring projects continue moving forward smoothly and efficiently.
• Deliver a warm thoughtful and highly responsive customer experience that consistently exceeds expectations.
• Manage projects from intake through completion ensuring accurate categorization complete documentation and effective Pro matching.
• Maintain rapid response times across inbound communications while exercising strong judgment empathy and professionalism.
• Recognize troubleshoot and escalate issues quickly to prevent stalled or disconnected projects.

Quality & Continuous Improvement

• Maintain high standards in customer interactions and ensure a seamless experience during complex or fast-moving situations.
• Identify recurring customer pain points friction areas and process gaps escalating insights and improvement opportunities to the appropriate teams.
• Support the evolution of Hypercare processes and playbooks by documenting trends edge cases and frontline learnings.

Cross-Functional Collaboration

• Collaborate closely with internal teams to ensure a responsive consistent and high-quality customer experience.
• Partner with Marketplace Operations Community Engagement and Pro teams to keep projects moving efficiently.
• Share customer insights behavioural trends and recurring friction points to help improve workflows and processes.
• Contribute positively to team dynamics through clear communication adaptability and a solutions-oriented mindset.

WHAT YOU BRING

• A strong customer-first mindset with genuine enthusiasm for helping people and delivering exceptional experiences.
• Excellent written communication skills with a warm clear and professional tone.
• Strong judgment attention to detail and the ability to manage multiple conversations and tasks in a fast-paced environment.
• A proactive adaptable and growth-oriented mindset with comfort navigating evolving processes and identifying opportunities for improvement.
• Ownership accountability and the ability to work independently while collaborating positively with cross-functional teams.
• 1 years of experience in customer support marketplace environments or related roles with a demonstrated ability to learn quickly and execute accurately.

THIS IS A GOOD FIT FOR YOU IF

• Youre mission-driven and looking to solve the missions hardest problems.
• Youre at a point in your life and your career where you want to tackle a uniquely demanding job to produce meaningful impact.
• Youre keen to work in-person with a team.
• You show up like an owner.
• You want to value the equity and solve for others.
  

TEAM VALUES

Integrity We prioritize integrity over comfort convenience and the short-cuts of success that drive metrics but undermine trust.

Trust We cannot win unless we win on trust. Trust is hard to earn and easy to lose. We need to be built for it in our DNA.

Competitiveness We believe that competitiveness is a critical complement to integrity and trust. If were not our customers best choice then were wasting their time. We believe in the power of healthy competitive markets and we believe we need to be uniquely competitive to win in this space. We have too much respect for the other players in this space to expect things to be easy. Thats a good thing.

Empowerment Any win we achieve needs to be first and foremost a win that we deliver to others starting with our customers and their long term best interests.

VACATION AND BENEFITS

We know the power it takes to be successful in a challenging mission and we want to ensure our team is rested and ready to go.

• We offer 30 days of PTO annually which can be used for vacation personal days or illness. Five of these days are designated as company-wide closures around the start and end of the year.

Required Experience:

IC