Customer Experience Associate

Homebound is on a mission to make it possible for anyone, anywhere, to build a home using technology. Created by an experienced team of construction, real estate, design, and technology experts, Homebound is transforming the residential construction industry by improving the costly and inefficient process of building a home. 

We’ve created an entirely new way to build homes with technology powering every stage from start to finish to provide a seamless experience for our customers. Homeowners across the country can choose where they want to live, select a home plan that’s perfect for them, then personalize and buy it, all online. Homebound has raised $150M in capital from leading venture capitalists like Google, Khosla, Thrive Ventures, and we’re scaling quickly in places like Texas, Colorado and Florida. Come build your future with us.

Homebound is proud to be named one of Inc.’s Best Workplaces of 2023.

Homebound works with land owners in multiple markets across the country to help them build their dream home by managing the building process from design inception to construction completion. We’re seeking a Customer Experience Associate (CXA) to serve as the primary connection between Homebound’s clients and our local market teams. In this role, you’ll ensure every client enjoys a world-class homebuilding experience through clear communication, thoughtful coordination, and proactive problem-solving.

As a CXA, you’ll serve as the first point of contact for Homebound clients; you’ll be responsible for communicating to clients on behalf of Homebound, managing client expectations throughout their build journey, and connecting clients to the appropriate Homebound team members and resources. You will also serve as the client’s representative to the internal Homebound team; you’ll ensure that team members understand and meet client expectations, adequately respond to client requests and concerns, and deliver on our promise to provide a top-notch product and experience.

What You'll Do:

• Lead client communication after contract signing, including responding to inquiries within 24 business hours and sending weekly progress updates via the Homeowner Portal

• Facilitate internal collaboration by coordinating communication across teams, resolving issues, and escalating when appropriate

• Track and communicate project progress, alerting clients to schedule changes and key milestones

• When changes to the contract are needed, manage change request process and own completion of contractual documents

• Schedule and lead client meetings at major project milestones or as needed to address questions and requests

• Become an expert on Homebound’s client facing technology in order to lead trainings for clients and troubleshoot their tech-related questions

• Advocate for clients internally, ensuring their feedback and expectations shape decision-making and service delivery

• Partner cross-functionally with product, construction, preconstruction, legal, and accounting teams to share client insights, risks, and strategic opportunities

• Identify trends and systemic issues by tracking customer requests and proactively flagging opportunities for improvement

What You'll Bring:

• Minimum of 1 year of experience in a customer-facing role working with clients in a fast-paced environment

• Unwavering attention-to-detail

• Excellent written and verbal communication—clear, concise, and empathetic

• Proactive and creative approach to problem solving

• Curiosity and a drive to continuously improve processes and client experiences

• Strong follow-through and the ability to execute independently

• Confidence presenting to clients, local teams, and executives

• Patience, honesty, and emotional composure under pressure

• A positive, optimistic attitude and flexible approach to change

• A major plus if you reside within one of our markets, but not a firm requirement

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. To apply, please submit an application with your resume on the Career’s page.

Our salary ranges are determined by role, level, and location. Please note that the salary range displayed on each job posting may vary by state. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter will share more about the specific salary range for your preferred location during the hiring process. Please note that each job posting includes a general description of any other compensation offered for the position in addition to the salary range displayed on the job posting. You can find information about our benefits here.

Homebound is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Homebound considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.