Kindred is a members-only home swapping network that unlocks the ability to live a travel-rich lifestyle through the power of community. By exchanging primary residences with trusted peers, renters and owners alike can match with Kindred spirits and explore new destinations without breaking the bank.

We are on a mission to build a sharing economy that lives up to the name, and we’ve raised significant capital from some of the best investors in Silicon Valley, including Andreessen Horowitz, New Enterprise Associates, Bessemer Venture Partners, Caffeinated Capital, Elad Gil, and the founders of Opendoor, Figma, ClassPass, Clubhouse, Divvy, Gem, and Homebound.

The co-founders are proven leaders from the early team at proptech company Opendoor ($15B+ exit) and have each separately built and scaled products that today do $1B+ annual revenue combined.

We’re looking for the world’s top builders, executors, and believers to join us on this ride.

You can learn more about us in Forbes and TechCrunch.

The Role:

We’re looking for a Member Experience Manager who thrives in a fast-paced, high-growth, and high-impact environment. You’ll be joining a team of highly motivated individuals to own member relationships, and serve as the first point-of-contact to guide members along their user journey. Responsible for managing high-priority customer inquiries, ensuring a swift and effective resolution. This role involves working closely with internal departments to address concerns while delivering a high level of customer satisfaction. The ideal candidate will have strong communication skills, a sense of urgency, and the ability to work under pressure

This role must be able to work one of the following shifts:

1. Wednesday - Sunday from 9am - 6pm GMT (4AM-1PM EST) (Wednesday, Thursday, Friday, Saturday, Sunday).

2. Wednesday - Sunday from 1PM-10PM PST (4PM-1AM EST) (Wednesday, Thursday, Friday, Saturday, Sunday).
   
   

You Will:

• Deliver an outstanding customer experience from start to finish, including responding to member inquiries via text and email, and collaborating with Kindred’s coordinators to ensure homes are prepared ahead of scheduled trips.

• Handle escalated customer issues with urgency, professionalism, and empathy, ensuring each case is resolved in line with customer satisfaction and platform policies.

• Analyze complex customer problems, identify root causes, and coordinate with internal teams to deliver effective solutions.

• Work closely with product, engineering, and other teams to address customer concerns and prevent recurring issues.

• Maintain clear and consistent communication with customers throughout the escalation process, providing updates and setting expectations appropriately.

• Accurately document escalations, actions taken, and outcomes in the CRM system to contribute to ongoing knowledge management and team learning.

• Identify patterns in escalations and collaborate with the team to improve processes and reduce repeat issues.

• Act as a customer advocate, ensuring feedback is relayed to relevant teams to drive continuous product and service enhancement.
  
  

You may be a fit for this role if you:

• Bachelor’s degree in Business, Communications, or a related field preferred.

• Minimum 3+ years of experience in customer support and escalation management

• Skilled in escalation resolution, demonstrating leadership and effective communication during challenging situations.

• Strong attention to detail and problem-solving skills; you take pride in delivering accurate work and have a proactive approach to quality control.

• Have excellent written and verbal communication skills; you can convey information professionally and clearly through email and text.

• A genuine commitment to Kindred’s core values of community, generosity, and respect, with a knack for making others feel valued and appreciated.

• Highly communicative; you seek support when needed but are also confident in making independent decisions using sound judgment.

• A service-driven mindset, with a passion for turning customer interactions into opportunities for positive engagement and loyalty.

• Comfortable in a dynamic, fast-paced environment with evolving processes, and able to find resourceful solutions to get things done!

• Excited to help build out an iconic consumer technology product!
  
  

Bonus points if you:

• Experience using FrontApp, Retool, or Asana

• Have relevant industry experience, including in hospitality, real estate, or travel
  
  

Our Benefits:

At Kindred, we know that good things happen when we look out for one another. We offer teammates the following benefits:

• Our opening spans more than one career level. The base salary offered depends on many factors, such as work experience, transferable skills, business needs and impact, and market demands.

• A vibrant, inclusive, and highly skilled team that ferociously protects team chemistry.

• A culture of championship (vs. just mentorship), feedback, and continual development

• Competitive cash compensation and equity

• Unlimited vacation policy

• Full health benefits

• UNLIMITED free stays at Kindred homes during your time as an employee

• $4,000 annual travel stipend to use toward travel costs to stay at a Kindred home

• Remote-flexible work environment. We encourage team members to travel and adventure, including working from Kindred HQ in San Francisco!

• Regular offsites to co-locate with the team

At Kindred, we believe that bringing together people who have different worldviews, personal circumstances, and unique experiences improves our customer service, work environment, and one another. Diverse strengths, abilities, ideas, and perspectives power the flow of innovation and creativity, which is vital to our success. We encourage people from all walks of life — all backgrounds, identities, genders, ages, races, religions, abilities, and socioeconomic statuses — to apply.

We are committed to providing equal employment opportunities for all applicants and employees. Kindred does not discriminate on the basis of any protected characteristic, including race, color, ancestry, national origin, religion, creed, age, disability, sex, gender, sexual orientation, gender identity, gender expression, medical condition, genetic information, family care or medical leave status, marital status, domestic partner status, military and veteran status, or any other characteristic protected by US federal, state or local laws, or the laws of the country or jurisdiction where you work. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.