Manager, Guest Experience Contact Center

Manager, Guest Experience Contact Center

As the leading end-to-end investment platform for single-family rental homes (SFR), our mission is to reinvent the rental housing ecosystem for the benefit of all. We successfully merge our passion for helping investors build wealth through real estate with cutting edge technology that transforms the way they do it.

With a talented team of 750+ Roofsters, our collaborative, can-do culture is what fuels our growth. In 2022, we closed on our Series E, raising $240 million, and have offices in the Bay Area and New York City. Our growth includes recent acquisitions of Stessa (financial and asset management software), RentPrep (tenant screening and placement service for landlords), and Mynd (property management platform for both Retail and Institutional investors). In 2025, Roofstock took an ownership stake in Casago (short-term rental management services), expanding our platform to support both long-term and short-term rental investment services.

Roofstock's Values ? Short-Term Rental (STR) Org Reflection

• We are entrepreneurs ? Launch a startup within a startup
• We are better together ? Work across functions & business units to do it fast and well
• We focus on impact ? Build a profitable business unit with satisfied owners, teammates, and guests
• We think like investors ? Enhance owners' and Roofstock's ROI

Roofstock's STR team has the opportunity to build and shape an entirely new business unit together, soon taking on over 1200 homes as a franchisee of Casago. The team is obsessed with people in particular our owners, our guests, and our teammates. We extend our hospitality to everyone around us, there's no such thing as "not my job," and we celebrate our wins together. We plan to expand within our current markets as well as to roll out new markets in the years to come. Much like a startup business, things are fast-paced, intense, and exhilarating. And when the team wins, we all win.

About the Role

As our Guest Experience Contact Center Manager, you will lead our STR guest contact center, overseeing a team of 12 offshore representatives who handle all guest communications across phone, SMS, chat, and email. You will be responsible for setting service standards, creating and maintaining SOPs, managing schedules and QA, and ensuring timely and high-quality responses across all channels.

You will be responsible for hiring, managing, and developing the team, ensuring that guest support operations run smoothly and efficiently around the clock. Your leadership will directly impact guest satisfaction, review scores, and financial performance.

Responsibilities

Team Leadership & Operations

Knowledge Management & Enablement

Performance Management

Cross-Functional Collaboration

Qualifications

Travel Required

Some travel to key markets and occasional visits to HQ may be required. Additionally, you would be expected to spend one week per quarter working out of a local STR market in order to build close partnership with and understanding of the local market operations.

Compensation

$71,000 - $84,500 range on annual base salary or hourly. The compensation range may be adjusted based on experience and location.

Pay Transparency

Our compensation reflects several US geographic markets. The base pay for this position represents the expected salary for this position. Ultimately, in determining your pay it will be based on several factors including location, job-related knowledge, skills, experience and other job related factors. Roofstock is a total compensation company; the base salary is only a part of our total compensation package.

Competitive & Unique Benefits Package

Must be authorized to work in the U.S. is a precondition of employment and we are unable to sponsor H1-B Visas at this time.

Any offer of employment is conditioned upon the successful completion of a background investigation.

Commitment to Equal Employment Opportunity

The company provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to race, color, religion, sex, gender, gender expression, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, marital status, sexual orientation, military or veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, training and social, and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.