Manager, Onboarding Coach

Why Housecall Pro?

Help us build solutions that build better lives. At Housecall Pro, we show up to work every day to make a difference for real people: the home service professionals that support America’s 100 million homes.

We’re all about the Pro, and dedicate our days to helping them streamline operations, scale their businesses, and—ultimately—save time so they can be with their families and live well. We care deeply about our customers and foster a culture where our company, employees, and Pros grow and succeed together. Leadership is as focused on growing team members’ careers as they expect their teams to be on creating solutions for Pros.

We also offer:

• A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
• Paid holidays and flexible, take-it-as-you-need-it paid time off 
• Equity in a rapidly growing startup backed by top-tier VCs
• Monthly tech reimbursements
• A culture built on innovation that values big ideas, no matter where they come from

Role Overview:

As a Manager, Onboarding Coach, you oversee a team of Onboarding Coaches  in a fast-paced environment. You excel in motivating others, and cultivate a collaborative, growth-oriented work environment. You work directly with leadership to ensure your team is delivering a positive experience for our service professionals (our Pros). You are passionate about our mission to champion Pros to success. You aid your team by providing coaching on best practices, and supporting them to reach their career goals. The key to success is developing a high performing team and confidence that your team is delivering best-in-class support.

Our team is passionate, empathetic, hard working, and above all else focused on improving the lives of our Pros. Our success is their success.

What you do each day:  

• Drive key metrics from your team (i.e. median first response time, first 30 day success metrics, retention rates, QA scores)
• Manage team schedule and daily attendance to ensure we are adequately staffed to meet the growing needs of our Pros
• Create a supportive environment and continued investment in team members, ensuring they are well versed in all company and departmental goals, and leading their further development
• Complete 1:1's with team members to serve your team in identifying areas of opportunity
• Lead training and coaching sessions for support team members
• Stay up-to-date on coming features or product changes and share knowledge with team members
• Navigate other tasks and responsibilities as dictated by the evolving needs of our business
• Support hiring needs through conducting interviews, partaking in candidate reviews, etc.

Qualifications: 

• 2+ years experience in full-time customer support, account management, sales, or related field
• 1+ years experience leading teams of 10+
• Bachelor's degree or equivalent experience in a related field
• Experience using AI tools to increase quality and efficiency of work

What will help you succeed:

• Strong organizational and leadership skills, with the ability to manage multiple priorities in a fast-paced environment
• Excellent communication and interpersonal skills, with a focus on team development and customer satisfaction
• Ability to motivate and inspire your team to deliver exceptional service
• Proactive problem-solving skills with a focus on improving processes and outcomes

Location Dependent Information

This role is open to candidates and the expected salary range for this role is $74,000-$82,500 OTE($51,900-$57,750 base salary + 30% bonus). The specific salary for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible to participate in Housecall Pro’s equity plan and the following benefits: health care insurance (medical, dental, vision, disability), employee assistance program, 401(K), flexible time off, paid parental leave, tech reimbursement, and other company benefits. Housecall Pro is growing fast and we’re scaling our team to help enable and accelerate our growth.

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