Kindred is hiring a
Member Experience Manager

Summary

The job description is for a Member Experience Manager at Kindred, a home swapping network. The role involves managing member relationships, providing customer service during trips, and matching members for travel opportunities. The position is remote with specific availability requirements on weekends and evenings. The company offers various benefits such as competitive compensation, health benefits, unlimited vacation, free stays at Kindred homes, travel stipend, WeWork passes, offsites, and a diverse work environment.

Requirements

• Exceptional written and verbal skills - you're professional and clear over email and text
• Embody Kindred’s values of community, generosity, and respect in all things. You know how to make people feel good!
• Organized & process-oriented - you sweat the details & don't drop balls. You can build a workflow for yourself that includes quality control checks that make it hard to make mistakes
• Hardworking, extremely reliable, and prompt
• Over-communicates and asks for help when needed, but can also autonomously and exercise judgment on one’s own
• Service oriented mindset & is motivated by the opportunity to turn customers into promoters with every interaction
• Thrives in a fast-paced environment with evolving processes, and is relentlessly resourceful. You find a way to get it done!

Responsibilities

• Manage member relationships across key moments in the user journey, ranging from onboarding the member to the community, to managing their trip experience with Kindred
• Get to know our members and ‘matchmake’ different members to proactively surface opportunities for travel
• Provide an exceptional customer experience from start to finish throughout member trips – Responding to inbound member texts and emails, partnering with Kindred’s coordinators to ensure homes are cleaned and set up on time in advance of the trips, and ensuring members feel cared for and supported during their trips

Preferred Qualifications

• Experience using FrontApp
• Have relevant industry experience, including in hospitality, real estate, or a background as a Personal Assistant/Executive Assistant to high-travel individuals

Benefits

• Competitive cash compensation and equity
• Unlimited vacation policy
• Full health benefits
• UNLIMITED free stays at Kindred homes during your time as an employee
• $4,000 annual stipend to use toward personal travel costs related to trips in which you are staying at a Kindred home
• Global WeWork passes so you can work comfortably from wherever you are
• Regular offsites to co-locate with the team