Hypercare Customer Experience Coordinator

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    "datePosted": "2026-05-26",
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    "description": "<p><span style=\"color: rgb(38, 184, 129); font-size: 8pt; font-weight: bold\">BUILD SOMETHING YOUR NEIGHBOURS WILL LOVE</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">We’re building Toronto’s dedicated platform for home management to empower the city’s homeowners and to better connect our neighbours and the local Pros they trust. </span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Our focus is purely on the GTA market right now.  We build our property base one street at a time, and our marketplaces one neighbourhood at a time.  We’re a local tech company in every sense of the word.  We start with integrity, neighbourhood values, and competitive craftsmanship, and we build our business on neighbourhood trust.  </span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">We believe in holistic solutions to consumer problems.  We believe in high-trust hyperlocal communities.  We believe in low commission marketplaces that the best Pros can actually say yes to.  And we believe that tech companies should go to work for the locally loved Pros of the GTA rather than trying to get those Pros to effectively work for the tech company.   We believe that it’s good business to care.  We believe that this problem space deserves a form of digital transformation that the people and Pros of Toronto can trust and invest in.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">If this resonates with you and you’re at a point in your career and your life where you want to do something uniquely difficult for a meaningful outcome, you’ve found your next home.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(38, 184, 129); font-size: 8pt; font-weight: bold\">ROLE SALARY BAND </span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">$75,000 to $80,000 </span></p>\n<p><br></p>\n<p><span style=\"color: rgb(38, 184, 129); font-size: 8pt; font-weight: bold\">ROLE OVERVIEW</span></p>\n<p><span style=\"color: rgb(0, 0, 0)\"><span style=\"font-size: 8pt\">We’re looking for a highly organized and adaptable </span><span style=\"font-size: 8pt; font-weight: bold\">Hypercare CX Coordinator </span><span style=\"font-size: 8pt\">to join our team. In this role, you’ll help keep the Quartermaster experience running smoothly by delivering exceptional support to both homeowners and Pros throughout active projects and customer interactions.</span></span></p>\n<p><span style=\"color: rgb(0, 0, 0)\"><br></span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">From managing project workflows to resolving support requests in real time, you’ll play a key role in ensuring projects continue moving forward efficiently and customers feel supported every step of the way. You’ll oversee multiple projects simultaneously, surface customer pain points, and help identify opportunities to improve workflows and automate manual processes. You’ll also champion the voice of the customer internally, contributing to a stronger, more responsive product and experience.</span><br></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">You’ll be part of a fast-paced, growing team that values ownership, adaptability, attention to detail, and a willingness to improve how things work. This is a great opportunity for someone early in their </span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">In addition, our benefits plan covers health, dental and wellness to add that extra pep in our step, and help us sleep at night.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">We have a tech allowance benefit to help set you up for work.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">We have pregnancy and parental leave policies, and we’re ready to support your family’s next stage of growth.</span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(38, 184, 129); font-size: 8pt; font-weight: bold\">EMPLOYEE OWNERSHIP:</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Inter, sans-serif; font-size: 8pt\">We're a team on a mission. We expect a high degree of ownership from one another, and we pair that expectation with higher-than-usual employee ownership in the company. This is an opportunity for someone looking to accelerate their career in customer experience, support, or operations while making a meaningful impact on a growing business.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(29, 28, 29); font-family: Inter, sans-serif; font-size: 8pt; font-weight: bold\"><span style=\"color: rgb(38, 184, 129); font-size: 8pt\">SCHEDULE &amp; AVAILABILITY</span></span></p>\n<p><span style=\"color: rgb(29, 28, 29); font-family: Inter, sans-serif; font-size: 8pt\">This is a full-time hybrid role with a combination of remote and in-person work expectations. Standard daytime responsibilities may include both in-person and remote work; however, evening and weekend coverage is completed remotely.</span></p>\n<p><span style=\"color: rgb(29, 28, 29); font-family: Inter, sans-serif; font-size: 8pt\">Because many active customer interactions occur outside traditional business hours, we are primarily looking for team members who are comfortable working non-traditional schedules, including early mornings, evenings, and weekends.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(38, 184, 129); font-size: 8pt; font-weight: bold\">Current coverage hours are:</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 8pt\"><span style=\"color: rgb(29, 28, 29)\">Monday to Friday: </span><span style=\"color: rgb(29, 28, 29); font-weight: bold\">8:00 AM – 8:00 PM</span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 8pt\"><span style=\"color: rgb(29, 28, 29)\">Saturday and Sunday: </span><span style=\"color: rgb(29, 28, 29); font-weight: bold\">10:00 AM – 4:00 PM</span></span></li>\n</ul>\n<p><span style=\"color: rgb(29, 28, 29); font-family: Inter, sans-serif; font-size: 8pt\">As the business grows, we will expand our coverage hours to:</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 8pt\"><span style=\"color: rgb(29, 28, 29)\">Monday to Friday: </span><span style=\"color: rgb(29, 28, 29); font-weight: bold\">7:00 AM – 9:00 PM</span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 8pt\"><span style=\"color: rgb(29, 28, 29)\">Saturday and Sunday: </span><span style=\"color: rgb(29, 28, 29); font-weight: bold\">9:00 AM – 5:00 PM</span></span><span style=\"font-family: Inter, sans-serif; font-size: 8pt\"><br></span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 8pt\"><br></span></p>\n<p><span style=\"color: rgb(29, 28, 29); font-family: Inter, sans-serif; font-size: 8pt\">This role is designed around consistent non-traditional working hours rather than occasional after-hours availability. Candidates with flexibility for remote evening and weekend coverage will be prioritized.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 8pt\"><span style=\"color: rgb(29, 28, 29)\">To support work-life balance, all team members receive </span><span style=\"color: rgb(29, 28, 29); font-weight: bold\">two consecutive days off each week</span><span style=\"color: rgb(29, 28, 29)\">, including </span><span style=\"color: rgb(29, 28, 29); font-weight: bold\">at least one weekend day</span><span style=\"color: rgb(29, 28, 29)\">. Typical schedules include either </span><span style=\"color: rgb(29, 28, 29); font-weight: bold\">Friday and Saturday off</span><span style=\"color: rgb(29, 28, 29)\"> or </span><span style=\"color: rgb(29, 28, 29); font-weight: bold\">Sunday and Monday off</span><span style=\"color: rgb(29, 28, 29)\">. On occasion, team members may choose to adjust their schedules to cover a colleague's vacation or time off, which could result in working both weekend days in a given week.</span></span></p>\n<p><br></p>\n<p><span style=\"color: rgb(29, 28, 29); font-family: Inter, sans-serif; font-size: 8pt\">If you strongly align with our mission and believe you would be an exceptional fit for the role, we still encourage you to apply, even if your availability does not perfectly match the preferred schedule.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(38, 184, 129); font-size: 8pt; font-weight: bold\">WHAT YOU WILL BE DOING</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-size: 8pt; font-weight: bold\">Customer Experience &amp; Marketplace Execution</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Provide fast, real-time support to homeowners and Pros during active marketplace interactions, ensuring projects continue moving forward smoothly and efficiently.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Deliver a warm, thoughtful, and highly responsive customer experience that consistently exceeds expectations.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Manage projects from intake through completion, ensuring accurate categorization, complete documentation, and effective Pro matching.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Maintain rapid response times across inbound communications while exercising strong judgment, empathy, and professionalism.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Recognize, troubleshoot, and escalate issues quickly to prevent stalled or disconnected projects.</span></li>\n</ul>\n<p><span style=\"color: rgb(0, 0, 0); font-size: 8pt; font-weight: bold\">Quality &amp; Continuous Improvement</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Maintain high standards in customer interactions and ensure a seamless experience during complex or fast-moving situations.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Identify recurring customer pain points, friction areas, and process gaps, escalating insights and improvement opportunities to the appropriate teams.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Support the evolution of Hypercare processes and playbooks by documenting trends, edge cases, and frontline learnings.</span></li>\n</ul>\n<p><span style=\"color: rgb(0, 0, 0); font-size: 8pt; font-weight: bold\">Cross-Functional Collaboration</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Collaborate closely with internal teams to ensure a responsive, consistent, and high-quality customer experience.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Partner with Marketplace Operations, Community Engagement, and Pro teams to keep projects moving efficiently.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Share customer insights, behavioural trends, and recurring friction points to help improve workflows and processes.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Contribute positively to team dynamics through clear communication, adaptability, and a solutions-oriented mindset.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(38, 184, 129); font-size: 8pt; font-weight: bold\">WHAT YOU BRING</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">A strong customer-first mindset with genuine enthusiasm for helping people and delivering exceptional experiences.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Excellent written communication skills with a warm, clear, and professional tone.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Strong judgment, attention to detail, and the ability to manage multiple conversations and tasks in a fast-paced environment.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">A proactive, adaptable, and growth-oriented mindset, with comfort navigating evolving processes and identifying opportunities for improvement.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Ownership, accountability, and the ability to work independently while collaborating positively with cross-functional teams.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">1+ years of experience in customer support, marketplace environments, or related roles, with a demonstrated ability to learn quickly and execute accurately.</span></li>\n</ul>\n<p><br></p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul></ul>\n</li>\n</ul>\n<p><span style=\"color: rgb(38, 184, 129); font-size: 8pt; font-weight: bold\">THIS IS A GOOD FIT FOR YOU IF…</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">You’re mission-driven and looking to solve the mission’s hardest problems.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">You’re at a point in your life and your career where you want to tackle a uniquely demanding job to produce meaningful impact. </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">You’re keen to work in-person with a team.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">You show up like an owner. </span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">You want to value the equity and solve for others.</span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(38, 184, 129); font-size: 8pt; font-weight: bold\">TEAM VALUES </span></p>\n<p><span style=\"color: rgb(38, 184, 129); font-size: 8pt\">❤  </span><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Integrity – We prioritize integrity over comfort, convenience, and the short-cuts of success that drive metrics but undermine trust.</span></p>\n<p><span style=\"color: rgb(38, 184, 129); font-size: 8pt\">❤  </span><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Trust – We cannot win  unless we win on trust.  Trust is hard to earn and easy to lose.  We need to be built for it in our DNA.</span></p>\n<p><span style=\"color: rgb(38, 184, 129); font-size: 8pt\">❤ </span><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Competitiveness – We believe that competitiveness is a critical complement to integrity and trust.  If we’re not our customer’s best choice, then we’re wasting their time.  We believe in the power of healthy competitive markets, and we believe we need to be uniquely competitive to win in this space.   We have too much respect for the other players in this space to expect things to be easy.  That’s a good thing.</span></p>\n<p><span style=\"color: rgb(38, 184, 129); font-size: 8pt\">❤ </span><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">Empowerment – Any win we achieve needs to be first and foremost a win that we deliver to others, starting with our customers, and their long term best interests.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(38, 184, 129); font-size: 8pt; font-weight: bold\">VACATION AND BENEFITS</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">We know the power it takes to be successful in a challenging mission and we want to ensure our team is rested and ready to go.</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-size: 8pt\">We offer 30 days of PTO annually, which can be used for vacation, personal days, or illness. Five of these days are designated as company-wide closures around the start and end of the year.</span></li>\n</ul>\n<p><br></p>",
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