Customer Experience Specialist

Are you proactive, empathetic, and love connecting with people?

At Craftwork, we’re transforming how people experience home renovations. As our first Customer Success hire, you’ll ensure clients feel valued, informed, and fully prepared for their projects. You’ll also make sure our crew has everything they need to meet customer expectations.

If you’re ready to make a big impact at a fast-growing company, we’d love to meet you!

What You’ll Do:

• Be the go-to person for our customers—managing all communications (calls, texts, and emails) with warmth, enthusiasm, and a personal touch.
• Take charge of coordinating all project tasks, ensuring a seamless and stress-free experience from start to finish.
• Collaborate closely with our crews to make adjustments to project scopes and keep things on track.
• Gather feedback and encourage happy customers to share their experiences through reviews.
• Handle escalations with empathy, urgency, and a solution-oriented mindset.
• Find creative ways to surprise and delight our customers in every interaction.
• Develop and document processes that help us scale and enhance our Customer Success function.
• Play a key role in shaping the future of Customer Success at Craftwork—your ideas and innovations are welcome here!

We’re Looking For Someone Who:

• Comes from a service-oriented background, such as hospitality, retail, or any customer-facing role.
• Is passionate about customer experience and thrives on engaging with people.
• Has an eye for detail while juggling multiple tasks effortlessly.
• Communicates clearly and thoughtfully, both verbally and in writing.
• Thinks on their feet and can quickly adapt to changing situations.
• Is highly self-motivated, organized, and ready to take ownership of their work.
• Brings a can-do attitude, strong work ethic, and a team-first mentality.
• Believes no task is too big or too small when it comes to delivering an exceptional customer experience.

About Craftwork:

Craftwork is a full-service home painting company that uses software to dramatically improve the homeowner and operators experience. We’re starting with the $20B+ home painting industry as a low-risk, high margin entry point before expanding to support the broader $500B+ home services market.

Since launching in early 2023, we’ve grown revenue between 50%+ quarterly, and have raised capital from some of the best investors in the world including Forerunner Ventures, Slow Ventures, Y Combinator, General Catalyst, Lachy Groom, Jeff Jordan, and more.