Customer Experience Manager

About Us

Daisy is a tech-driven residential property management company on a mission to improve the way people live by transforming the way buildings run. In just three years, we’ve grown to manage over 150 buildings. Our team is collaborative, moves quickly, and is passionate about disrupting an outdated industry and making a real difference in people’s lives.

About the Role

At Daisy, customer happiness is at the heart of everything we do. As the Resident Experience Manager, you will lead the team that supports tens of thousands of residents across Daisy-managed buildings, ensuring their needs are met with speed, care, and innovation. This is more than a contact center role—it’s an opportunity to shape the resident experience at scale, build and refine processes that drive efficiency, and leverage technology to continuously elevate service quality. In a fast-evolving environment, you will lead, innovate, and optimize, ensuring that every interaction strengthens our commitment to making life in Daisy-run buildings seamless and stress-free.

Responsibilities

• Lead, manage and develop the daily operations of the 24/7 contact center, ensuring smooth handling of inbound and outbound communications and ticket handling
• Train and mentor agents while monitoring calls, emails, and chat interactions to ensure high performance, service excellence, and we communicate in the Daisy tone of voice.
• Ensure Emergency response is within SLAs
• Implement and refine automated workflows to improve efficiency and response times.
• Track and analyze key performance indicators (KPIs) to optimize service delivery.
• Work closely with internal stakeholders to improve ticket handling
• Identify opportunities for process enhancements and implement best practices in contact center operations.

About you

• 5+ years in Customer Experience management
• Willingness to work across different shifts and provide coverage as needed.
• Proficiency in Zendesk (including Expoer and Admin), familiarity with automation and workflow management tools, and experience with AI-driven workflows are pluses.
• Proven ability to manage and motivate teams of over 20+ across different site people in a fast-paced, 24/7 environment.
• Excellent verbal and written communication skills, with the ability to handle escalations professionally.
• Strong decision-making skills in high-pressure situations, with experience in emergency response protocols.
• Experience optimizing workflows and implementing automation to enhance productivity.
• Ability to interpret data and implement changes to improve operational efficiency.
• Advantage - working in real estate or tech startup

Location

Atlanta-Metro\ NY

Office Type - Hybrid - (Majority remote with onsite office presence required when needed)

Salary Range

The salary for this position ranges between $90,000 and $110,000. The actual salary offered will be determined based on the candidate's experience and qualifications. Exceptions to the proposed salary may apply based on various factors. In addition, we offer a range of additional benefits that will be detailed during the interview process.