Director, Customer Sucess

About Requity
Millions of Canadians make consistent monthly rent payments and have the cash flow to afford a home but still cannot qualify for a mortgage. They might be newcomers lacking Canadian credit history, small business owners and gig economy workers facing challenges in getting their income recognized, or families with fair credit scores. Regardless of their situation, they find themselves unable to access homeownership via traditional channels, leaving many Canadians frustrated.

Requity Homes is pioneering a modernized rent-to-own program that is breaking down the barriers to homeownership. Traditionally, Canadians were restricted to either being homeowners or renters. Requity Homes introduces a third option, allowing Canadians to rent and save for their dream homes with the option to purchase at a guaranteed price.

At Requity Homes, we believe in the power of homeownership. Owning a home is so much more than just having a roof over your head. It’s a place to call your own, to raise a family, and to build wealth.

The Opportunity
Requity Homes is seeking a Director, Customer Success to support our mission to create an alternative path to homeownership. We’re looking for someone that is self-motivated and has an ownership mindset. You’ll be someone that exhibits grit and resilience to hit targets, while taking an empathy-driven approach to building customer relationships. You’re customer-focused and work hard to ensure we’re delivering the best experience possible for our customers.

In this role, you’ll be responsible for providing direct support for our customers throughout their application journey. The key focus of this role is to educate our customers on our rent-to-own program and nurture warm leads through the entire funnel by establishing strong relationships with our applicants and guiding them through the entire home buying journey by following up rigorously. You will work closely with sales, product, and technology to help improve our overall client experience. In addition, you will help us execute our go-to-market strategy to scale our business.

*Note: this role will be expected to work on the weekends and after standard working hours to accommodate customers’ schedules. *

Responsibilities

• Ensure outstanding customer interactions throughout their home buying journey, providing customers with best-in-class support alongside detailed and educational answers for any of their questions
• Manage a full sales-cycle for the direct-to-consumer sale from the initial interest in our rent-to-own program through home purchase
• Maintain active engagement with customers through multi-channels simultaneously including phone, email, text, and chat
• Become a Requity Homes product expert and build the technician know-how to onboard new customers
• Contact the applicants and/or referral partners for any additional information or clarification to underwrite the deals more effectively and efficiently
• Respond to questions or concerns from all customers via email, live chat and phone calls promptly with the intent to build and maintain relationships and keep detailed notes and customer information
• Build customer advocates and work with sales, product and marketing to help identity opportunities for process improvement
• Explain financial concepts in a way that is easily absorbed by non-financial customers
• Identify inefficiencies and pain points in existing workflows for customers and clearly communicate these to the team on how we can solve these issues.
• Ability to effectively handle a high level of volume
• Use Hubspot and other software to manage all leads

Who You Are

• +3 year of professional experience in sales, support or customer-facing role at a direct-to-consumer or SaaS industry
• Previous startup experience is preferred
• A strong customer focus with an ability to communicate financial concepts and lending requirements in plain language
• Strong analytical and problem-solving skills
• Excellent organizational skills and the ability to multitask and meet deadlines
• Exceptional written and verbal communication skills
• You have a self-motivated attitude with the ability to adapt quickly when priorities change, rolling up your sleeves to take on whatever needs to be done.
• Strong attention to details
• Knowledge of real estate and mortgage industry is a plus
• Knowledge of Hubspot is a plus
• Cold calling experience would be an asset

What you’ll enjoy about Requity Homes:

• Competitive salary, commission, equity, employee benefits, and flexible vacation
• An opportunity to work in an environment that will enable you to have an outsized impact across all parts of the organization
• High autonomy with the ability to build initiatives from scratch
• Remote-friendly work environment
• A real commitment to work-life balance
• Join a fast-growing early-stage company with a vision to solve a billion $ problem

Application Process:
1) Initial Application – fill up this form - https://forms.gle/sqd98hjQT5icHE9t5 (5 minutes)
2) Video interview (30 minutes)
3) Case study – Take-home assignment
4) Case presentation to the team (1 hour)
5) Final decision