Founded by busy parents and backed by a team of smart people who want to make a difference, UrbanSitter is building the world's first childcare marketplace, where parents and babysitters meet through shared connections. We're providing flexible on-demand child care solutions for families, while helping caregivers find babysitting jobs and nanny positions.
UrbanSitter leverages personal connections to help parents pinpoint babysitters who have been hired and reviewed by friends, parents from school or local parenting groups. Our real-time scheduling and mobile payment technology brings the power of efficiency to an otherwise old-fashioned process.
Do you share our passion for helping families? Join our team today.
Founded by working parents, UrbanSitter is building the world's first childcare marketplace where parents and babysitters meet through shared connections. We're providing flexible on-demand solutions for families, while helping babysitters find jobs beyond their neighborhood block.
UrbanSitter leverages the social graph to help parents pinpoint babysitters who have been hired and reviewed by friends, parents from school or work, and trusted local organizations like moms' groups. Our real-time scheduling and online payment technology brings efficiency to an otherwise old-fashioned process.
UrbanSitter is located in the heart of the Financial District in San Francisco. We are a Series B company venture-backed by First Round Capital, DBL Investors, Menlo Ventures, Rustic Canyon Partners, and Canaan Partners. Our company offers competitive salaries and benefits that include comprehensive health coverage, stock options, babysitting credit and team building activities. UrbanSitter was named 2014 Best Consumer Application or Service in the San Francisco Business Times Technology and Innovation Awards, and recognized as San Francisco Magazine’s 2015 and 2016 Best Babysitting Service.
You're a tech-savvy, self-motivated leader who has excellent communication skills and high empathy. You will have demonstrated exceptional leadership skills and extensive experience building and scaling customer service and operations teams. In addition, you have experience being both measured and fair with escalated or emotional situations. Customer service is in your blood and you are eager for both challenge and growth in a customer-facing role. You offer an optimistic viewpoint and are capable of helping colleagues achieve success and growth in a very fast paced startup environment.
About the Team:
The Member Success team is composed of Customer Support and User Operations functions. However, at UrbanSitter, Customer Support is not your everyday support team. We are helping parents find qualified caregivers for their children, and helping sitters find wonderful families to work with. Therefore, we believe that every interaction from UrbanSitter should be authentic and best-in-class. As a group we take pride in our ability to operate swiftly and delicately while handling a broad range of tasks.
In this role, you will also be a key member of the executive team and contributor to overall company strategy, advocating for your team and championing our members’ success across the company.
About the Job:
The current opening is for a full-time position.
Key contributor to executive leadership team and the development of company strategy
Define, direct and oversee all aspects of UrbanSitter’s member support and operations strategies, processes, policies, and initiatives related to Support, Sitter Onboarding, and Safety & Integrity
Scale UrbanSitter’s Member Success operations and team, both onsite and offshore, including both exempt and non-exempt staff
Provide direction, leadership, and communication within the team to ensure best in class quality, timely support, and improved productivity
Serve as the critical point of escalation for member issues, managing most issues through to resolution
Establish and promote member safety and enforce site policies that ensure that UrbanSitter remains the most trusted marketplace for childcare
Identify and proactively manage the vendors, systems and tools required to support effective member operations.
Play key role in cross-departmental initiatives to improve product and member experience
7-10 years of customer support, operations, or other relevant experience
3-5 years of team leadership or mentor experience, preferably in startup environment
Strong, intuitive sense of customer empathy with the ability to stay calm in escalated situations
Strong communication skills and ability to empathize over email and phone
Familiarity with browser, system, and device specific nuances and troubleshooting
Ability to analyze data and use that analysis to inform decisions
Professional experience communicating on social media preferred
High level of familiarity with Zendesk or other CRM preferred
High level of proficiency in Mac OS, Excel, Google Docs
Experience with a marketplace business and related trust and safety issues is critical
Qualified applicants with arrest and conviction records will be considered for the position in accordance with the Fair Chance Ordinance.
To apply, please submit the following via email to email@example.com with the subject line "VP/Director of Member Success":
A brief cover letter: tell us about your experience, achievements, interests, and why you want to work at UrbanSitter
Searching for a date night babysitter, full-time nanny, or last minute child care?
Look no further than UrbanSitter, the most powerful of all babysitting websites.
Unlike traditional babysitter or nanny agencies, UrbanSitter connects you with baby sitter reviews
written by parents you know and trust, and helps you book babysitters and nannies instantly on-demand.
What sets UrbanSitter apart is its amazing local network of babysitter and nanny recommendations from parents
you’re connected with through school, moms and dads groups or social networks.
Sign up for free to start your babysitter search today.
Start with a babysitter or nanny search by date or post a job to find available babysitters and nannies.
Then, use custom filters to find a baby sitter in your neighborhood with your qualifications such as a background check,
child and infant CPR certification, babysitter with car, or special needs experience.
Babysitter profile videos, response times, number of repeat families, ratings and UrbanSitter reviews
help you decide on the best baby sitter for your family. Conveniently,
all babysitters in the app have an online calendar with their real time availability,
so you can book a baby sitter in minutes or with a few taps from our babysitting app.
Sign up for a free UrbanSitter account now.