Customer Care and Operations Manager
About The Position
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. The pay is a combination of hourly rate plus bonuses and overrides. Amenity Housekeeping brings hotel-quality cleaning to luxury apartment communities across 12+ U.S. markets. We’re a growing, entrepreneurial company that values accountability, service excellence, and team ownership. This role offers real variety — no two days are the same — and meaningful income potential through our override and commission structure.
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
- Patient, empathetic approach with clients
- Ability to multitask and manage time effectively
- Flexible availability, including occasional weekends
Nice To Haves
- Experience managing or coordinating independent contractors a plus
- Experience handling high-volume customer inquiries
- Experience resolving escalations in a service environment
- Background in home services, hospitality, or property management
Responsibilities
- 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
- 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
Benefits
- Paid Training
- Bonus based on performance
- Competitive salary
- Flexible schedule
- Opportunity for advancement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
