Customer Experience & Operations Manager

Customer Experience & Operations Manager 

About Lyvly

Lyvly is a shared living start-up, on a mission to give young professionals from across the world a place to feel at home. Modern cities don’t encourage interaction and genuine connections; work, life admin and just trying to get places all stand in our way. Housing is becoming less and less affordable and existing house sharing options are… mixed, to say the least. 

We believe the best way to overcome these challenges is to share your life, and the best place to start is at home. We know it can be challenging living with housemates, but we believe it’s worth it. We offer low-hassle renting, offering all-inclusive rents in good quality homes, with people at similar life stages. We create the space for our members to build a life.

We work with landlords to take the stress out of property management and maximise what they can earn from their home, allowing us to provide renters with the best homes the market has to offer, at various price points.  

Lyvly is backed by venture capital firms Mosaic Ventures, Forward Partners and Venture Friends and have an experienced team of advisors behind us. To thrive in team Lyvly, you need to be excited by our mission and motivated by the desire to build something that will bring meaningful impact to people’s lives. 

The role

We’re in the early stages of an exciting journey to build one of Europe’s leading Co-Living companies and we’re looking for a superstar start-up all-rounder to take the reins of our Customer Experience & Operations function. You’ll be delivering world-class service to our members and landlords alike, whilst helping to build out processes, systems and ways of working to continuously improve the way we do what we do. 

This role has both Operational and Customer Experience aspects and so is suited to an all-rounder. Primarily, you’ll take ownership of our members’ experience, being their main point of contact after they have signed their tenancy and acting as their champion within the business. 

Operationally, you will be responsible for all of our properties and services, including maintenance, compliance, housekeeping and consumables. In addition to this you'll work closely with our Head of Property Acquisition to manage the set up of new homes that we’ve signed, ensuring they are ready for Members to move in.

As part of this role, you’ll take responsibility for our amazing team out in the field who clean homes and ensure they’re compliant. This is an area of the business that we’d like to be more visible, with the line management of this team becoming more formalised. The successful candidate will have room to build this out. 

What you’ll be doing

• Acting as the primary point of contact for our Members and Landlords in-stay, resolving any of their issues as and when they arise, including maintenance. 
• Managing the Member move-in, renewal and move-out processes and taking ownership of Member churn levels. 
• Scheduling and management of planned housekeeping, property checking and consumables delivery services. This will include responsibility for our amazing Field team. 
• Developing new processes and ways of working across the business, helping to improve our Members’ and Landlords’ experiences whilst increasing automation and removing high-volume low-value tasks, allowing us to focus on adding value.  
• Myriad other things… We’re a small, nimble start-up with a flat hierarchy and we all muck in where needed to push us forward!

About you

• Experience in a similar early stage start-up environment, preferably within an Ops or Customer Experience field. 
• You describe yourself as an all-rounder or generalist and are able to turn your hand to anything.
• Great communication skills, both verbal and written. You write a great email and are a pleasure to chat to on the phone.
• Experience building or modifying processes, or a keen interest in doing so.
• Line-management experience is a plus, but not essential. 

Character and attitude matters as much as qualifications and experience. To succeed you’ll need to be:

• A self-starter, comfortable in ambiguous environments and able to define your own workload in order to hit targets. 
• Comfortable with failure - things don’t always go to plan and every mistake is an opportunity to learn and develop.  
• Willing to get stuck in - you don’t shy away from taking on things that aren’t strictly in your remit. 
• A team player - you make decisions in everyone’s interest and go above and beyond to help others. 
• Honest and trustworthy - you are willing to challenge the status quo and be challenged yourself. 
• Ambitious - you throw yourself at new challenges and opportunities to learn new things.

What we value: 

• Ownership. You are the expert in your field and so can own the problems and find solutions. We’re always looking for ways to better ourselves and what we do every day. 
• Feedback. We are constantly seeking feedback, both for ourselves and for our product, to find ways to improve across the company. 
• Moving fast. Fail fast and learn - we’d rather make mistakes than miss opportunities. We’re trying to build something new and we do this through action. 
• Focus on impact. Focus on the highest impact problems first, even if it means allowing other things to fail. 

What’s in it for you?

Well, aside from working at the early stages of building and scaling a new, exciting product, with a talented team that really cares…

• £35,000-£45,000 depending on experience. We’re interested in hearing from a range of candidates.
• Meaningful equity in the company.
• Unlimited holiday - we all take ownership of our areas of responsibility and take the time off we need. Taking time off is encouraged and celebrated. 
• All-access WeWork membership. We meet at Waterloo on Tuesdays and Thursdays, but aside from that, you can work from any WeWork you like, or at home. 
• Macbook/PC and phone.
• Regular team socials.  
• We’re in our early stages and are working to build out further team benefits and would like you to contribute to this.
• Have the chance to shape the direction of the business as we grow.