👋 Hi! We're Omni.

We're fundamentally changing the way people think about ownership. When you keep your things in Omni instead of your closet, they deliver value to your whole community: Access anything you need – whenever, wherever – with just a few taps, and Omni will deliver. Rent items you need (or just want to try!) from other Omni members in your community, and earn extra money by renting out your unused items... all without ever leaving home.

Omni enables everyone to reclaim their space AND keep their stuff. We seek to help everyone live lighter – that is, to live the life they want and have access to all the things they need – no matter the size of the apartment, house, loft, trailer, boat, yurt, or teepee they find themselves calling home. We aim to help communities share resources more easily, to reduce waste, and to make your belongings useful, even when you're not using them...

About the Role

As Omni's Customer Success Manager your primary objective is to define the Customer Success team's culture and to live and breathe it daily. You will work regularly with leaders on the Product, Operations, Engineering, and Growth teams to ensure your team is aligned with the business's objectives and your Associates have the tools and resources they need to be successful. You will be the primary face of the Customer Success org and our members' voice at key decision points. This role reports directly to the Director of Engagement.

What You'll Tackle:

• Standardizing best practices across the team, and holding all Associates to those standards whether they are in your office or working remotely from thousands of miles away
• Acting as the primary point of contact between Customer Success Associates and the other internal teams, working with team leads to develop inter-team workflows that are as efficient as they are effective
• Owning the claims process, working with Customer Success Associates to research and identify resolutions
• Being responsive and responsible for all high-level member escalations that come through during our service hours (currently Monday-Sunday, 7:30am - 8:30pm)
• Hiring, training, and managing the team of Customer Success Associates across Omni's service areas
• Working closely with leadership to ensure individual and team goals are met

What Success Looks Like:

• Delivering an excellent experience to all members—measured by quick and accurate responses to inquiries, rapid resolutions to claims and disputes, and high satisfaction scores
• Demonstrating measurable contributions towards team-wide growth goals
• Scaling the Customer Success org with the business' needs without sacrificing the quality of the member experience
• Consistently maintaining our current two minute median response time for tickets received during our hours of operation (Monday-Sunday, 6:30am - 10:30pm)

Who We're Looking For

• A Jill or Jack of all trades: every new task is an opportunity for you to learn and improve your skills
• A customer success missionary: You are maniacal about the customer and their experience using Omni, and fight for every win – be it helping someone schedule an appointment or find the rental item they’re looking for
• Tech-savvy: you thrive using the latest applications and get nerdy about it
• A confident communicator: you have experience collaborating with cross-functional teams, and can get your point across both in person and through written communications. You accept that picking up the phone and calling is sometimes the best path to swift resolution.
• Proficient with Google Apps, Slack, and Intercom or similar CRM and ticketing tools
• 5+ years of customer service experience, 2+ years people management experience including hiring, training, developing teams
• Experience managing a distributed workforce preferred but not required