Customer Care and Operations Manager

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 plus bonuses and overrides.

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