CX Digital Specialist - Portland Metro
Department:
Customer Experience Employment Type:
Full Time Location:
Portland Metro Reporting To:
Lexi Tierney Compensation:
$90,000 / year Description
About OneApp: OneApp is a mission-driven company that increases access to rental housing by removing financial and systemic barriers for renters while reducing risk for property managers. We’re building market-based solutions to unlock housing opportunities at scale, with a bold 10-year goal to help 1 million people gain access to housing. Role Overview: As the Customer Experience Digital Specialist at OneApp, you will oversee and implement tailored digital experiences for partners and renters, in an effort to increase platform adoption, retention and ease-of-use. You will also play a vital role in representing the Voice of the Customer (VoC) by gathering, analyzing and presenting feedback from NPS and CSAT surveys, as well as other data sources. This role demands a comprehensive blend of strategic oversight, technical acumen, and analytical skills. Your mission will be to empower partners & customers through effective technical enablement, fostering strong platform adoption and sustained engagement. By collaborating closely with Partner Success, Customer Service and our Product/Dev teams, you will ensure that user feedback directly influences our product roadmap, driving improvements that benefit partners and their renters. Details: Job Title:
Customer Experience (CX) Digital Specialist Location:
Remote Salary:
$90,000, with a variable annual bonus of up to $10,000 paid quarterly Reports to:
VP of Customer Experience Work Hours:
Full Time, Hours 9:00am-5:00pm Monday-Friday (your local time) Key Responsibilities
Voice of the Customer (VoC):
Design and deploy partner and customer feedback surveys (including NPS, CSAT, etc.). Analyze feedback to identify trends, insights and areas of improvement to present to key internal stakeholders. Partner & Renter Journey Optimization:
Develop and maintain documentation for touchpoints along partner and customer journey maps. Collaborate with cross-functional teams on a regular basis to uncover pain points and identify opportunities to improve the end user’s experience. Track and measure the success of journey enhancements through defined KPIs. Digital Experience Ownership:
Identify opportunities to optimize digital touchpoints for partners and renters. Implement tech-touch solutions that guide users in the OneApp platform and provide real-time support at scale. Technology and Tool Oversight:
Manage and optimize customer engagement platforms. Partner with RevOps and Marketing to stay up-to-date on emerging technologies and innovative solutions for improving CX (customer experience). Technical Partner Enablement:
Enable partners by developing technical training and support resources (in partnership with Product), ensuring they understand how to navigate technical aspects of the platform. Product Liaison:
Serve as a bridge between partners, GTM teams, and the Product team, gathering User Experience feedback and facilitating its integration into the product roadmap. Qualifications & Criteria
4+ years experience in Customer Experience, User Experience, or Customer Success roles working in SaaS Strong technical, analytical, and problem-solving abilities Exceptional communication and presentation skills Proficiency in customer engagement platforms, CRM tools, and survey software. Prior experience working with property management and multifamily is a plus, but not required. Travel both internationally and domestically are required for this role. Benefits
This is a full-time position Salary: $90,000, with variable annual bonus of up to $10,000 paid quarterly Medical, Dental and Vision Benefits 401K Plan Unlimited PTO
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Department:
Customer Experience Employment Type:
Full Time Location:
Portland Metro Reporting To:
Lexi Tierney Compensation:
$90,000 / year Description
About OneApp: OneApp is a mission-driven company that increases access to rental housing by removing financial and systemic barriers for renters while reducing risk for property managers. We’re building market-based solutions to unlock housing opportunities at scale, with a bold 10-year goal to help 1 million people gain access to housing. Role Overview: As the Customer Experience Digital Specialist at OneApp, you will oversee and implement tailored digital experiences for partners and renters, in an effort to increase platform adoption, retention and ease-of-use. You will also play a vital role in representing the Voice of the Customer (VoC) by gathering, analyzing and presenting feedback from NPS and CSAT surveys, as well as other data sources. This role demands a comprehensive blend of strategic oversight, technical acumen, and analytical skills. Your mission will be to empower partners & customers through effective technical enablement, fostering strong platform adoption and sustained engagement. By collaborating closely with Partner Success, Customer Service and our Product/Dev teams, you will ensure that user feedback directly influences our product roadmap, driving improvements that benefit partners and their renters. Details: Job Title:
Customer Experience (CX) Digital Specialist Location:
Remote Salary:
$90,000, with a variable annual bonus of up to $10,000 paid quarterly Reports to:
VP of Customer Experience Work Hours:
Full Time, Hours 9:00am-5:00pm Monday-Friday (your local time) Key Responsibilities
Voice of the Customer (VoC):
Design and deploy partner and customer feedback surveys (including NPS, CSAT, etc.). Analyze feedback to identify trends, insights and areas of improvement to present to key internal stakeholders. Partner & Renter Journey Optimization:
Develop and maintain documentation for touchpoints along partner and customer journey maps. Collaborate with cross-functional teams on a regular basis to uncover pain points and identify opportunities to improve the end user’s experience. Track and measure the success of journey enhancements through defined KPIs. Digital Experience Ownership:
Identify opportunities to optimize digital touchpoints for partners and renters. Implement tech-touch solutions that guide users in the OneApp platform and provide real-time support at scale. Technology and Tool Oversight:
Manage and optimize customer engagement platforms. Partner with RevOps and Marketing to stay up-to-date on emerging technologies and innovative solutions for improving CX (customer experience). Technical Partner Enablement:
Enable partners by developing technical training and support resources (in partnership with Product), ensuring they understand how to navigate technical aspects of the platform. Product Liaison:
Serve as a bridge between partners, GTM teams, and the Product team, gathering User Experience feedback and facilitating its integration into the product roadmap. Qualifications & Criteria
4+ years experience in Customer Experience, User Experience, or Customer Success roles working in SaaS Strong technical, analytical, and problem-solving abilities Exceptional communication and presentation skills Proficiency in customer engagement platforms, CRM tools, and survey software. Prior experience working with property management and multifamily is a plus, but not required. Travel both internationally and domestically are required for this role. Benefits
This is a full-time position Salary: $90,000, with variable annual bonus of up to $10,000 paid quarterly Medical, Dental and Vision Benefits 401K Plan Unlimited PTO
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