Hypercare Customer Experience Coordinator

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

• 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 one another, and we pair that expectation with higher-than-usual employee ownership in the company. This is an opportunity for someone looking to accelerate their career in customer experience, support, or operations while making a meaningful impact on a growing business.

SCHEDULE & AVAILABILITY

This is a full-time hybrid role with a combination of remote and in-person work expectations. Standard daytime responsibilities may include both in-person and remote work; however, evening and weekend coverage is completed remotely.

Because many active customer interactions occur outside traditional business hours, we are primarily looking for team members who are comfortable working non-traditional schedules, including early mornings, evenings, and weekends.

Current coverage hours are:

• Monday to Friday: 8:00 AM – 8:00 PM
• Saturday and Sunday: 10:00 AM – 4:00 PM

As the business grows, we will expand our coverage hours to:

• Monday to Friday: 7:00 AM – 9:00 PM
• Saturday and Sunday: 9:00 AM – 5:00 PM
  

This role is designed around consistent non-traditional working hours rather than occasional after-hours availability. Candidates with flexibility for remote evening and weekend coverage will be prioritized.

To support work-life balance, all team members receive two consecutive days off each week, including at least one weekend day. Typical schedules include either Friday and Saturday off or Sunday and Monday off. On occasion, team members may choose to adjust their schedules to cover a colleague's vacation or time off, which could result in working both weekend days in a given week.

If you strongly align with our mission and believe you would be an exceptional fit for the role, we still encourage you to apply, even if your availability does not perfectly match the preferred schedule.

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.