About the job
About Zefir
Zefir is a pioneering AI-driven Real Estate Marketplace in Europe, dedicated to revolutionizing the home buying and selling process. Our innovative approach allows transactions to occur at double the speed of traditional methods, leading us to achieve over €1 billion in Gross Merchandise Volume (GMV) within just two years.
With the backing of over €50 million from leading investors such as Sequoia Capital, we are on a mission to facilitate life-changing transitions for millions of European homeowners.
Join Our Team
Our Customer Support Team is vital to our mission, encompassing customer care and operations. Customer Care focuses on addressing the concerns of Zefir sellers and partner real estate agents, while Customer Operations streamlines internal processes and mandate management.
As the inaugural Customer Support Lead, you will play a crucial role in shaping the team’s structure, processes, tools, and culture, reporting directly to the Zefir Operations Lead.
Your Responsibilities
Champion customer satisfaction by maintaining high CSAT scores and proactively identifying churn risks.
Recruit and develop a top-tier Customer Support team from the ground up.
Establish a long-term vision for support operations, balancing in-house and outsourced strategies.
Significantly enhance response times through tool implementation, self-service options, and process improvements.
Collaborate with Product, Ops, and Sales teams to ensure customer feedback informs ongoing improvements.
Lead or contribute to cross-functional projects, including automation and AI initiatives, in a dynamic setting.
Qualifications
A minimum of 5 years of customer support experience, including over 2 years in a managerial role, preferably within marketplaces or high-growth tech environments (B2B and B2C experience is a plus).
Demonstrated success in deploying or substantially enhancing customer support tool stacks, such as Intercom, Zendesk, and chatbot solutions.
A strong data-driven approach: adept at using metrics to identify issues, inform decisions, and evaluate impact.
Experience working in fast-paced environments with a focus on continuous improvement and customer satisfaction.

