Customer Success Operations Analyst, Qualia
Digital real estate closing platform and settlement software
Open for applications
Digital real estate closing platform and settlement software
201-500 employees
Open for applications
201-500 employees
Company mission
Qualia's mission is to transform home buying and selling into a quick, simple, and secure experience.
Role
Who you are
- Experience administering customer support and/or customer success management tools (ideally Zendesk and/or Totango)
- An affinity for technology. You are able to understand the capabilities and limitations of technology which allows you to effectively evaluate the business requirements of your stakeholders
- An owner mentality. You take pride in your work and aim to deliver a high quality product
- A problem-solving mindset. You anticipate challenges and complications, know when to escalate, and understand what tradeoffs should be made
- A strong desire to execute and drive impact with projects big and small
- Project management skills. You can scope a project, break it into chunks, execute against a work plan, and communicate progress regularly
- Previous experience in Customer Support management and/or operations, Customer Success Operations, Sales Operations, or Business Operations
- Based in Austin, TX with the ability to work in the office a minimum of three days per week is required
What the job involves
- As a Customer Success Operations Analyst, you will manage the processes, data, and systems used for our customer success and support teams
- Manage and optimize systems critical to the success of our Customer Success and Support teams
- Build new processes and features in key systems (Zendesk and Totango) that drive greater efficiency and insight into support teams
- Collaborate with senior operations analysts to create and deliver a roadmap of operational enhancements for supported teams
- Own regular reporting on the performance of Customer Success and Support organizations
- Provide general support on ad-hoc projects related to Customer Success and Support
- Proactively monitor and communicate any issues with supported systems
- Maintain accurate and detailed documentation of systems you own
Our take
For real estate agents, closing on a property involves a complex set of multiple transactions and endless paperwork, which can risk confusing and frustrating the buyer. The real estate industry has been slow to innovate and leverage technology to create a more streamlined experience, compared to industries such as retail.
Qualia is the first end-to-end online real estate closing platform. Its suite of products brings together homebuyers and sellers, lenders, title & escrow agents, and real estate agents onto one secure, remote platform. Since launching in 2015, over half a million real estate professionals have used Qualia for their clients.
Although fully digital real estate closings still account for only a small fraction of overall closings, the company is focused on enabling all existing participants to digitize — and eventually the entire industry. According to Qualia, it’s the only way to get enough scale to actually move the process forward.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 9 rounds)
Apr 2021
$40m
LATE VC
Dec 2020
$65m
SERIES D
Total funding: $211.6m
Company benefits
- Commuter benefits
- 401k plan
- Flexible paid time off
- Paid parental leave
- Company stock options
- Work from home opportunities
- Health insurance
Company values
- Our core values are based on the principle of having all employees act as leaders
- Leaders bring people together and are respectful of all people
- Leaders strive for excellence and have a bias to action
- Leaders are curious and seek out the best problem solving frameworks
- Leaders are customer obsessed and act like owners
Company HQ
The East Cut, San Francisco, CA
Articles
Leadership
Nate Baker
(Co-Founder & CEO)Previous CEO and Founder of Nebu, and Founder and Board Member of Fractal Software.
Lucas Hansen
(Co-Founder)Previous Undergraduate Researcher at Rosenberg Lab and graduate of Stanford University.
Joel Gottsegen
(Co-Founder)Experience as a Software Engineer at Mosaic, and Data Scientist at DataFox Intelligence, Inc. Previous columnist for The Stanford Daily Newspaper. Founder of Petty Karma.
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