Member Experience Manager (Remote)

Kindred is a members-only home swapping network that unlocks the ability to live a travel-rich lifestyle through the power of community. By exchanging primary residences with trusted peers, renters and owners alike can match with Kindred spirits and explore new destinations without breaking the bank.

We are on a mission to build a sharing economy that lives up to the name, and we’ve raised significant capital from some of the best investors in Silicon Valley, including Andreessen Horowitz, New Enterprise Associates, Bessemer Venture Partners, Caffeinated Capital, Elad Gil, and the founders of Opendoor, Figma, ClassPass, Clubhouse, Divvy, Gem, and Homebound.

The co-founders are proven leaders from the early team at proptech company Opendoor ($15B+ exit) and have each separately built and scaled products that today do $1B+ annual revenue combined.

We’re looking for the world’s top builders, executors, and believers to join us on this ride.

You can learn more about us in Forbes and TechCrunch.

Location: Remote

Hours: Candidates MUST BE AVAILABLE for one of the following shifts:

• Wednesday – Sunday from 9am – 6pm GMT (4AM-1PM EST) (Wednesday, Thursday, Friday, Saturday, Sunday).
• Wednesday – Sunday from 1PM-10PM PST (4PM-1AM EST) (Wednesday, Thursday, Friday, Saturday, Sunday).

Salary: $60-70k USD

The Role:

We’re looking for a Member Experience Manager who thrives in a fast-paced, high-growth, and high-impact environment. You’ll be joining a team of highly motivated individuals to own member relationships, and serve as the first point-of-contact to guide members along their user journey. Responsible for managing high-priority customer inquiries, ensuring a swift and effective resolution. This role involves working closely with internal departments to address concerns while delivering a high level of customer satisfaction. The ideal candidate will have strong communication skills, a sense of urgency, and the ability to work under pressure

You Will:

• Deliver an outstanding customer experience from start to finish, including responding to member inquiries via text and email, and collaborating with Kindred’s coordinators to ensure homes are prepared ahead of scheduled trips.
• Handle escalated customer issues with urgency, professionalism, and empathy, ensuring each case is resolved in line with customer satisfaction and platform policies.
• Analyze complex customer problems, identify root causes, and coordinate with internal teams to deliver effective solutions.
• Work closely with product, engineering, and other teams to address customer concerns and prevent recurring issues.
• Maintain clear and consistent communication with customers throughout the escalation process, providing updates and setting expectations appropriately.
• Accurately document escalations, actions taken, and outcomes in the CRM system to contribute to ongoing knowledge management and team learning.
• Identify patterns in escalations and collaborate with the team to improve processes and reduce repeat issues.
• Act as a customer advocate, ensuring feedback is relayed to relevant teams to drive continuous product and service enhancement.

You may be a right fit for this role if you:

• Bachelor’s degree in Business, Communications, or a related field preferred.
• Minimum 3+ years of experience in customer support and escalation management
• Skilled in escalation resolution, demonstrating leadership and effective communication during challenging situations.
• Strong attention to detail and problem-solving skills; you take pride in delivering accurate work and have a proactive approach to quality control.
• Have excellent written and verbal communication skills; you can convey information professionally and clearly through email and text.
• A genuine commitment to Kindred’s core values of community, generosity, and respect, with a knack for making others feel valued and appreciated.
• Highly communicative; you seek support when needed but are also confident in making independent decisions using sound judgment.
• A service-driven mindset, with a passion for turning customer interactions into opportunities for positive engagement and loyalty.
• Comfortable in a dynamic, fast-paced environment with evolving processes, and able to find resourceful solutions to get things done!
• Excited to help build out an iconic consumer technology product!

Bonus points if:

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

Our Benefits:

At Kindred, we know that good things happen when we look out for one another. We offer teammates the following benefits:

• A vibrant, inclusive, and highly skilled team that ferociously protects team chemistry
• A culture of championship(vs. just mentorship), feedback, and continual development
• Competitive cash compensation and equity
• Unlimited vacation policy
• Full health benefits
• A $10,000 fertility & reproductive health benefit
• UNLIMITED credits for stays at Kindred homes during your time as an employee
• Quarterly $1,000 travel stipend to use toward travel costs to stay at a Kindred home
• Remote-flexible work environment. We encourage team members to travel and adventure!
• Global WeWork passes so you can work comfortably from wherever you are
• Regular offsites to co-locate with the team

At Kindred, we believe that bringing together people who have different worldviews, personal circumstances, and experiences improves our customer service, work, environment, and one another. Diverse strengths, abilities, interests, and perspectives power the flow of innovation and creativity, which is vital to our success. We encourage people from all walks of life—all backgrounds, identities, genders, ages, races, religions, abilities, and socioeconomic statuses—to apply.