Department: Customer Experience
Location: Portland Metro
Compensation: $75,000 - $90,000 / year
Description
About OneApp:
OneApp is a mission-driven company that increases access to rental housing by removing financial and systemic barriers for renters while reducing risk for property managers. We're building market-based solutions to unlock housing opportunities at scale, with a bold 10-year goal to help 1 million people gain access to housing.
Role Overview:
We're looking for a Manager for our Customer Service (Support) Team. They will join our rapidly growing CX organization, providing best-in-class service to both renters and property management partners. Join us in revolutionizing access to housing and making a tangible social impact!
As the Manager of Customer Service, you will lead, coach, and develop a team of Customer Service Representatives responsible for supporting OneApp customers and partners across multiple channels (phone, email, chat, tickets). You’ll set the standard for service excellence, ensuring every interaction reflects empathy, clarity, and a commitment to resolution. This role is equal parts people leadership and operational ownership. You’ll be responsible for team performance against key service metrics (CSAT, SLA, resolution time), while also identifying opportunities to improve processes, tooling, and cross-functional collaboration.
At times, your team will be supporting individuals going through very difficult life situations. Your leadership will ensure the team shows up with both compassion and professionalism—balancing human care with operational rigor.
Details:- Details:
- Job Title: Customer Service Manager
- Location: Remote
- Salary: $75,000-$90,000 Total Compensation
- Reports to: Director of CX (Customer Experience)
- Work Hours: Full Time, Hours Monday-Friday 9:00am-5:00pm (your local time)
Key Responsibilities
- Team Leadership & Development: Hire, coach, and develop a high-performing Customer Service team. Set clear expectations and drive accountability through regular feedback and performance management. Foster a culture of empathy, ownership, and continuous improvement.
- Service Delivery & Quality: Ensure efficient, high-quality support across all channels (phone, email, chat, tickets). Own team performance against CSAT, SLA, and resolution time goals. Handle escalations and support the team through complex or sensitive cases.
- Operational Excellence: Manage team capacity and workflows to meet demand. Identify and implement process improvements to increase efficiency and quality. Track and report on team performance metrics.
- Cross-Functional Collaboration: Partner across CX, and with Product, Engineering and RevOps teams to resolve issues and improve the experience. Share customer insights according to the established CX feedback loops to inform product and process improvements.
Qualifications & Criteria
- 6-8+ years of customer service or CX experience, preferably in tech/SaaS environments.
- 4-5+ years of people management experience leading support or service teams
- Proven track record of establishing and improving CSAT, SLA adherence, and operational efficiency
- Strong experience with call center tools, CRM systems (e.g., HubSpot), and ticketing platforms
- Exceptional communication skills with a calm, empathetic, and solutions-oriented approach
- Strong analytical and problem-solving skills; comfortable using data to drive decisions
- Ability to thrive in a fast-paced, high-growth environment
- Spanish language proficiency is a plus, but not required
- Alignment with OA core values:
- Tenacious
- Hungry
- Compassionate
- Humbly Confident
Benefits
- This is a full-time position
- Salary: $75,000-$90,000 Total Compensation
- Medical, Dental and Vision Benefits
- 401K Plan
- Unlimited PTO
