Role Description Define and own Nothing's global customer service strategy, integrating AI self-service, agent-assist tools, and predictive diagnostics across every market. - Build and run the global service partner ecosystem: repair networks, technology vendors, and AI platform partners aligned to aggressive satisfaction and cost targets. - Lead end-to-end journey optimisation, identifying friction points in both digital and physical service and shipping measurable fixes fast. - Set global service standards and governance frameworks for phones, audio, and connected devices while keeping local markets agile and compliant. - Partner with Product, Quality, and Growth to feed real service intelligence into hardware and software decisions. - Turn large-scale operational and customer data into clear strategic recommendations for the leadership team. - Build global capability: training programmes, knowledge systems, and AI-enabled tools that upskill both internal teams and external partners. Qualifications - 10+ years leading customer service, after-sales, or service transformation in consumer tech or telecoms, including direct experience scaling operations across multiple geographies. - Proven track record designing and running AI-enabled support: conversational AI, virtual assistants, agent-assist platforms, predictive analytics, or workflow automation. - Deep product knowledge across smartphones, audio, wearables, and connected devices, with the technical curiosity to go under the hood when needed. - Ownership mindset: you set your own targets, track the metrics that matter, and don't need a framework to tell you when something's broken. - Analytical by default: you derive clear decisions from large, messy datasets and aren't satisfied with directional insight when precision is possible. - Demonstrated experience managing global outsourced partners and cross-functional stakeholder environments across cultures and time zones. - Exceptional communication skills, up and down the org: equally comfortable briefing the CEO and coaching a regional ops team. Requirements - Location: San Francisco (or remote within the US for candidates who meet the qualifying standard). - Working Pattern: Full-time, in-office five days a week where based in SF. We can work around personal needs where it makes sense, but being together is how we do our best work. - Salary Range: $170,000–$190,000.

• Promptly and warmly call new resident inquiries. • Follow up with residents at key moments, including move-in day, the day after move-in, a few days after move-in, and one week after move-in. • Conduct quarterly check-in calls with current residents. • Support residents during the move-out process. • Ask satisfied residents for referrals in a natural and professional way. • Gather feedback about the onboarding, move-in, and overall resident experience. • Document conversations clearly and accurately in the company’s systems. • Escalate concerns or issues quickly to the appropriate team member. • Identify recurring feedback, concerns, or friction points to help improve the resident experience. • Help ensure residents feel welcomed, heard, and supported throughout their time with HomeCrew.

Provide exemplary customer service while resolving issues, proactively identify opportunities to grow customer relationships, educate customers on banking products, and adhere to operational policies and procedures to enhance customer experiences.

Recruit families for program enrollment, validate eligibility documentation, coordinate child placements, and establish nurturing relationships with clients while monitoring participation and providing necessary support to families based on their...