Customer Experience & Operations Manager, Lyvly
£35-45k
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More information about location
2+ days a week in office
Global shared living community
Job no longer available
Global shared living community
1-20 employees
Job no longer available
£35-45k
Share options
More information about location
2+ days a week in office
1-20 employees
Company mission
Lyvly is on a mission to meaningfully improve people's lives.
Role
Who you are
- All-rounder/generalist with experience in a similar early stage start-up environment, preferably within a Customer Experience or Ops field. We'd love to hear from a range of candidates (broadly 2-5 years of experience).
- Character and attitude matters as much as qualifications and experience - we're looking for an ambitious, enthusiastic, open and honest self-starter who can add to our culture.
- 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. We're building something new, and are always looking for opportunities to change things!
- Line-management experience is a plus, but not essential.
What the job involves
- 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 - 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
- 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!
Application process
- 1. Apply via Otta
- 2. Initial phone call with the MD (c.30 mins)
- 3. Interview with MD + one other (likely to be virtual) (c.1.5 hours)
- 4. Final interview with Chairman (c.20 mins)
Salary benchmarks
Our take
Renting is a difficult and often painful process for both landlords and tenants. Tenants have to search through large numbers of often outdated listings only to then be locked into long complicated contracts. Even once signed, moving into a new rental property can be stressful when organising furniture, utilities and trying to meet new people.
Landlords also suffer. Problem tenants and bad property managers pose a huge risk to their livelihood. Lyvly has realised that the long term rental market isn't working. They are solving these problems by providing a matchmaking service for high quality tenants and landlords and managing the entire rental experience with a single fee that covers every expense associated with renting.
Lyvly is aiming is to create the world's first shared living community enabled by a technology managed market place that provides tools and high-touch support to tennants and landlords.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Aug 2018
$4.6m
SERIES A
Total funding: $4.6m
Company benefits
- Dog-friendly office
- Generous holiday policy
- Hybrid working
- Regular team socials
- WeWork All Access pass
Company HQ
Waterloo, London, UK
Leadership
Philip Laney
(Chairman)Co-founded Lyvly after a career in private equity, including with Realstar and Deutsche Bank. Founder at Ascension Group.
Siraj Khaliq
(Co-founder and Board Member)Co-founder and CTO at The Climate Corporation ($1bn exit). Presently a Board Member at Lyvly and Partner at VC firm Atomico.
Edmund Jolley
(Managing Director)A background in building start-ups, including onefinestay and Rota. Joined to head up Lyvly's operations before being promoted to Managing Director in 2021
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