Customer Experience Solutions Specialist

This is a fully remote position, open to applicants in Alabama, +9 more states.

📋 Description

• The Customer Experience Solutions Specialist (CX Solutions Specialist) is instrumental in defining and implementing the strategy for our primary front-of-house technology platforms and customer experience (CX) programs.

• This role is focused on enhancing the resident experience and increasing operational efficiency throughout our communities.

• Utilizing expertise in multifamily technology, data-driven insights, and technical skills, this position optimizes customer-facing platforms to ensure a superior, people-first resident journey.

• Furthermore, this role contributes to shaping Hawthorne’s voice of customer initiatives, CRM, survey strategies, and reputation management systems.

• Design and refine Hawthorne’s key technology platforms to boost customer experience and operational efficiency.

• Propel product improvements by prioritizing business needs and remaining informed about the latest product updates and features.

• Manage the product roadmap for CX platforms, including prioritization, timelines, and feature deployment.

• Convert operational and customer requirements into clear product specifications and enhancements.

• Discover opportunities to streamline workflows and enhance system adoption across teams.

• Oversee survey and reputation strategies and platforms to produce actionable CX insights.

• Facilitate the collection, analysis, and dissemination of customer insights to inform strategy and product development.

• Monitor trends across feedback channels to proactively identify system deficiencies or friction points.

• Collaborate with teams to transform insights into actionable enhancements within CX platforms.

• Act as the primary subject matter expert for CX platforms (Knock, RentCafe, etc.).

• Cultivate a deep understanding of our customer-facing platforms and technology ecosystem to guarantee a comprehensive approach to customer experience.

• Supervise system configuration, setup, and ongoing optimization.

• Troubleshoot, analyze, and enhance CX platforms to ensure peak performance.

• Lead, train, and engage in technology pilots that align with our CX vision.

• Address and troubleshoot requests submitted through the ticketing system, providing prompt resolutions and support across customer experience platforms.

• Analyze and report on technology pilots, issues, and CX projects.

• Manage the setup and pilots of CX technologies.

⛳️ Requirements

• Educational Background: A Bachelor’s degree in Business, Marketing, or a related field is preferred but not mandatory.

• Experience: A minimum of 5 years in software, operations, or multifamily services.

• Analytical & Technical Proficiency: Proficient in data analysis, with technical familiarity of CX platforms and operational systems such as Yardi or Rent Cafe CRM to convert insights into strategic actions.

• Customer-Centric Mindset: A strong commitment to understanding and advocating for residents’ needs, behaviors, and expectations.

• Communication Skills: Exceptional written and verbal communication skills, with experience presenting to executive teams and engaging cross-functional stakeholders.

• Cross-functional collaboration skills: Proven experience in leading without direct authority.

🏝️ Benefits

• Enjoy Your Time Off: Start with 22 days of vacation, sick, and personal time.

• Make an Impact: Enjoy 16 hours of paid volunteer time annually.

• Recharge & Celebrate: 10 paid holidays + 1 floating holiday of your choice.

• Future Planning: Company 401(k) match to support your financial goals.

• Financial Wellness Reimbursement: Resources to support your long-term financial health.

• Referral Bonuses: Earn rewards for bringing great talent to the team.

• Exclusive Discounts: Access to savings at over 1 million retailers and Hawthorne guest suite discounts.

• Comprehensive Onboarding: Feel supported and prepared from day one.

• Ongoing Learning: Tailored training programs to help you grow your skills and career.

• Career Pathing: Clear, defined progression opportunities.

• Hawthorne Cares Fund: Financial assistance available for unexpected emergencies.

• Celebrate Success: Participate in annual Sales Rally events and contests.

• Education Reimbursement: We invest in your continued learning.

• Medical & Vision: Comprehensive plans designed for peace of mind.

• Dental & Life Insurance: 100% company-paid coverage.

• Paid Family Leave: Maternity, paternity, and adoption leave so you can focus on what matters most.

• 24/7/365 Telehealth Access: Connect with doctors anytime, anywhere.

• Wellness Incentives: Earn rewards for taking care of your health.

• Short-Term & Long-Term Disability Plan: Added protection for life’s unexpected moments.

• Leave Bank: Additional paid time off during medical emergencies or natural disasters.

• Fitness Reimbursement: Cash toward your gym or fitness membership.

• Mental Wellness Tools: Free premium health and wellness subscriptions (a $450 value).

• New Parent Perk: One year of free diapers for growing families.*