Reports to: Head of Operations
Location: Remote
Compensation: $70–80k base + $10k variable (support + commercial metrics) = $85k OTE
Equity: 0.05–0.1%
About the Role
Hampr is looking for a hands-on Customer Experience Lead to manage our customer support team while laying the foundation for our commercial account management function. This hybrid role splits time roughly 50/50 between leading support operations and supporting B2B client relationships.
This is a unique opportunity for someone who loves problem-solving, process improvement, and building scalable systems, while gaining experience with commercial customer engagement. Over time, this role will evolve into Head of Customer Support or Head of Account Management / Customer Success.
Who is hampr?
We are transforming the way residential and commercial clients manage laundry, providing an on-demand service powered by a marketplace of vetted washers. Our tech-enabled approach delivers high-touch service without the rigid contracts, minimums, or inventory headaches that typically burden businesses. With a focus on flexibility, quality, and care, we help our customers spend less time managing laundry and more time focusing on what they do best.
Responsibilities
Customer Support (50%)
- Lead a team of 2 senior agents and 3 junior agents.
- Manage monthly scheduling of agents.
- Handle escalated tickets and complex customer issues.
- Optimize support processes, tools, and workflows (Intercom experience is a plus).
- Monitor and own key support metrics: CSAT, first response time, resolution time.
Account Management / B2B (50%)
- Onboard new commercial customers and ensure accurate data in systems.
- Coordinate with Support and Ops to ensure supply is in place before launch.
- Conduct ad hoc check-ins and follow-ups with B2B clients.
- Help establish processes for proactive account management (revenue retention and expansion). One of the metrics you own is retention.
- Actively analyze client usage trends and revenue data to uncover early signs of churn.
- Build hypotheses about what drives client retention or drop-off and work cross-functionally to test and improve those moments.
- Collaborate with the Sales team on growth and upsell opportunities.
Cross-functional
- Provide actionable feedback to Product and Operations based on customer insights.
- Identify trends, propose process improvements, and scale best practices
Growth Path
Promotion to Head of Customer Support or Head of Account Management / Customer Success as Hampr scales.
Requirements
- 3–5 years of experience in customer support, operations, or account management.
- Experience managing a small support team.
- Excellent written and verbal communication skills.
- Highly organized and process-oriented.
- Familiarity with Intercom or similar support tools preferred.
- Comfortable balancing operational and strategic responsibilities.
- Comfortable with flexible hours—client success doesn’t stop at 5pm
- Ability to read existing data and articulate missing data needs.
- Start up experience preferred.
- Two sided marketplace experiences a plus.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Wellness Resources
- Work From Home
- Unlimited PTO
- Free laundry if your in a supported market
- Stock options