Customer Care and Operations Manager
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AI Summary
The role involves managing customer inquiries, feedback, and service requests while maintaining CRM records. Additionally, it requires overseeing the hiring, scheduling, and performance of independent cleaning contractors to ensure service quality.
Benefits:
- Bonus based on performance
- Flexible schedule
- Opportunity for advancement
Amenity Housekeeping is a housekeeping service partnering with luxury apartment buildings across major U.S. markets to make Housekeeping available as an Amenity for residents. We’re looking for a motivated, people-first professional to fill a hybrid role that’s equal parts client-facing customer care and hands-on operations management. What you’ll do — Customer Care (50%) Pay is a combination of hourly rate $15 an hour plus bonuses and overrides on territory.
- Serve as the primary point of contact for residents via phone, email, and live chat
- Respond promptly to inquiries, concerns, and service requests
- Follow up to confirm resolution and gather client feedback
- Maintain accurate account records in our CRM
- Identify opportunities to upsell or cross-sell services when appropriate
- What you’ll do — Operations Management (50%)
- Partner with our internal recruiter to hire and onboard 1099 independent cleaning contractors
- Manage day-to-day scheduling, performance, and retention of your contractor team
- Ensure consistent coverage and quality across assigned markets
- Uphold company service standards and procedures
Requirements
- 5+ years of customer service experience
- Prior team leadership or management experience
- Excellent verbal and written communication skills
- Strong problem-solving and decision-making ability
- Proficiency with CRM systems, Google Workspace, and Microsoft Office
- Experience managing or coordinating independent contractors a plus
- Patient, empathetic approach with clients
- Ability to multitask and manage time effectively
- Flexible availability, including occasional weekends
Qualifications
- Experience handling high-volume customer inquiries
- Experience resolving escalations in a service environment
- Background in home services, hospitality, or property management
Why work here?
Amenity Housekeeping brings hotel-quality cleaning to luxury apartment communities across 12+ U.S. markets. We’re a growing, entrepreneurial company that values accountability, service excellence, and team ownership. This role offers real variety — no two days are the same — and meaningful income potential through our override and commission structure.
This is a remote position.
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