Hypercare Customer Experience Coordinator

Job description

BUILD SOMETHING YOUR NEIGHBOURS WILL LOVE We’re building Toronto’s dedicated platform for home management to empower the city’s homeowners and to better connect our neighbours and the local Pros they trust. Our focus is purely on the GTA market right now. We build our property base one street at a time, and our marketplaces one neighbourhood at a time. We’re a local tech company in every sense of the word. We start with integrity, neighbourhood values, and competitive craftsmanship, and we build our business on neighbourhood trust. We believe in holistic solutions to consumer problems. We believe in high-trust hyperlocal communities. We believe in low-commission marketplaces that the best Pros can actually say yes to. And we believe that tech companies should go to work for the locally loved Pros of the GTA rather than trying to get those Pros to effectively work for the tech company. We believe that it’s good business to care. We believe that this problem space deserves a form of digital transformation that the people and Pros of Toronto can trust and invest in. If this resonates with you and you’re at a point in your career and your life where you want to do something uniquely difficult for a meaningful outcome, you’ve found your next home. ROLE SALARY BAND $75,000 to $80,000 ROLE OVERVIEW We’re looking for a highly organized and adaptable Hypercare CX Coordinator to join our team. In this role, you’ll help keep the Quartermaster experience running smoothly by delivering exceptional support to both homeowners and Pros throughout active projects and customer interactions. From managing project workflows to resolving support requests in real time, you’ll play a key role in ensuring projects continue moving forward efficiently and customers feel supported every step of the way. You’ll oversee multiple projects simultaneously, surface customer pain points, and help identify opportunities to improve workflows and automate manual processes. You’ll also champion the voice of the customer internally, contributing to a stronger, more responsive product and experience. You’ll be part of a fast-paced, growing team that values ownership, adaptability, attention to detail, and a willingness to improve how things work. This is a great opportunity for someone early in their customer experience, support, or operations career who wants to grow quickly and make a meaningful impact. Because many active customer interactions occur outside traditional business hours, we are primarily looking for team members who are open to schedules that include early mornings (starting as early as 7:00 a.m.), evenings (ending as late as 9:00 p.m.), and weekend shifts (typically between 9:00 a.m. and 5:00 p.m.). This role is designed around consistent non-traditional working hours, rather than occasional after-hours availability. To support both our customers and our team, all employees receive two consecutive days off each week, including one weekend day. This means your regular days off may be Friday and Saturday or Sunday and Monday, providing a predictable time to rest and recharge. Schedules are consistent and designed to balance customer coverage with employee well-being. WHAT YOU WILL BE DOING Customer Experience & Marketplace Execution Provide fast, real-time support to homeowners and Pros during active marketplace interactions, ensuring projects continue moving forward smoothly and efficiently. Deliver a warm, thoughtful, and highly responsive customer experience that consistently exceeds expectations. Manage projects from intake through completion, ensuring accurate categorization, complete documentation, and effective Pro matching. Maintain rapid response times across inbound communications while exercising strong judgment, empathy, and professionalism. Recognize, troubleshoot, and escalate issues quickly to prevent stalled or disconnected projects. Quality & Continuous Improvement Maintain high standards in customer interactions and ensure a seamless experience during complex or fast-moving situations. Identify recurring customer pain points, friction areas, and process gaps, escalating insights and improvement opportunities to the appropriate teams. Support the evolution of Hypercare processes and playbooks by documenting trends, edge cases, and frontline learnings. Cross-Functional Collaboration Collaborate closely with internal teams to ensure a responsive, consistent, and high-quality customer experience. Partner with Marketplace Operations, Community Engagement, and Pro teams to keep projects moving efficiently. Share customer insights, behavioural trends, and recurring friction points to help improve workflows and processes. Contribute positively to team dynamics through clear communication, adaptability, and a solutions-oriented mindset. WHAT YOU BRING A strong customer-first mindset with genuine enthusiasm for helping people and delivering exceptional experiences. Excellent written communication skills with a warm, clear, and professional tone. Strong judgment, attention to detail, and the ability to manage multiple conversations and tasks in a fast-paced environment. A proactive, adaptable, and growth-oriented mindset, with comfort navigating evolving processes and identifying opportunities for improvement. Ownership, accountability, and the ability to work independently while collaborating positively with cross-functional teams. 1+ years of experience in customer support, marketplace environments, or related roles, with a demonstrated ability to learn quickly and execute accurately. THIS IS A GOOD FIT FOR YOU IF… You’re mission-driven and looking to solve the mission’s hardest problems. You’re at a point in your life and your career where you want to tackle a uniquely demanding job to produce meaningful impact. You’re keen to work in-person with a team. You show up like an owner. You want to value the equity and solve for others. TEAM VALUES ❤ Integrity – We prioritize integrity over comfort, convenience, and the short-cuts of success that drive metrics but undermine trust. ❤ Trust – We cannot win unless we win on trust. Trust is hard to earn and easy to lose. We need to be built for it in our DNA. ❤ Competitiveness – We believe that competitiveness is a critical complement to integrity and trust. If we’re not our customer’s best choice, then we’re wasting their time. We believe in the power of healthy competitive markets, and we believe we need to be uniquely competitive to win in this space. We have too much respect for the other players in this space to expect things to be easy. That’s a good thing. ❤ Empowerment – Any win we achieve needs to be first and foremost a win that we deliver to others, starting with our customers, and their long term best interests. VACATION AND BENEFITS We know the power it takes to be successful in a challenging mission and we want to ensure our team is rested and ready to go. We offer 30 days of PTO annually, which can be used for vacation, personal days, or illness. Five of these days are designated as company-wide closures around the start and end of the year. In addition, our benefits plan covers health, dental and wellness to add that extra pep in our step, and help us sleep at night. We have a tech allowance benefit to help set you up for work. We have pregnancy and parental leave policies, and we’re ready to support your family’s next stage of growth. EMPLOYEE OWNERSHIP: We’re a team on a mission. We expect a high degree of ownership from each other and we pair that with higher-than-usual employee ownership in the company. Our Interview Process We want every candidate to have multiple opportunities to demonstrate their strengths. Our interview process is designed to assess communication, judgment, problem-solving, and strategic thinking in ways that reflect the work you'll be doing every day. Step 1: 30-Minute Introductory Interview We'll discuss the role, your background, and what you're looking for in your next opportunity. This conversation helps us determine whether there's a strong mutual fit and gives you the chance to learn more about the team and the position. Step 2: Live Customer Chat Simulation You'll participate in a live role-play where you'll respond to complex customer escalations in writing. This exercise is designed to assess your written communication, judgment, problem-solving, and ability to remain calm while navigating challenging customer situations. These are core competencies for success in this role. Step 3: 45-Minute Career Walk-Through Rather than simply reviewing your resume, we'll walk through your career journey together. We'll discuss key experiences, decisions you've made, challenges you've navigated, and how those experiences have prepared you for this role. Step 4: In-Person Strategy & White-boarding Session Our final stage is an in-office collaborative white-boarding session where you'll work through a business or customer operations challenge. This exercise evaluates your strategic thinking, ability to identify patterns and relationships across complex problems, systems thinking, prioritization, and your communication and collaboration while solving ambiguous problems. We're less interested in finding the "right" answer and more interested in understanding how you think. What We're Really Hiring For Success in this role isn't just about being able to do the job on day one. We're building a company, not simply filling a position. We're looking for people with the curiosity, ownership, judgment, and leadership potential to grow quickly as Quartermaster grows. While you'll begin as a Hypercare CX Coordinator, we are intentionally hiring people who have the capacity to take on increasing responsibility over time. Throughout our interview process, we'll be assessing not only your current skills but also your learning agility, strategic thinking, problem-solving ability, and leadership potential. We're looking for people who can learn quickly, embrace ambiguity, improve systems, influence others, and eventually help build and lead the next generation of our customer experience organization. If you're looking for a role where you can master a well-defined set of responsibilities and stay there long-term, this may not be the right fit. If you're excited by rapid growth, continuous learning, and earning increasing ownership as you demonstrate your capabilities, we'd love to meet you.