Client Experience Manager - US

At Blueground, we’re on a mission to make everyone feel at home—wherever life takes them. Whether our guests are traveling for a month or moving across the world, we give them the peace of mind, flexibility, and confidence to embrace life’s next chapter.

Since 2013, we’ve grown into a global leader in fully furnished rental homes backed by over $300M in funding, we're currently operating in 46 cities with more than 50,000 homes—and we’re not stopping there. Our ambitious goal? 100,000 homes in 100 cities by 2026.

Our journey is powered by a dynamic, diverse team of 600+ colleagues across 17 countries. Together, we’ve built a culture rooted in collaboration, inclusiveness, and boundless opportunity. At Blueground, you’ll find a place to grow, make an impact, and shape the future of a world leading organization.

We’re guided by five principles that reflect how we work and win together:

• Putting Guests First – Everything starts with delivering an unforgettable guest experience.
• Speed – We move fast, stay agile, and keep pushing boundaries.
• Keeping it Honest – We lead with transparency and build trust through open dialogue.
• Embracing Change – We welcome new challenges with optimism and adaptability.
• Diving In – We take ownership, act with purpose, and deliver meaningful results.

The Role

Are you a dynamic, data-driven leader with a passion for people and performance? Do you thrive in a high-growth, fast-paced environment where client satisfaction is the cornerstone of success? If so, we’d love to meet you.

We’re looking for a Client Experience Manager to lead, inspire, and grow a high-performing team that delivers exceptional support across the U.S.

In this role, you’ll serve as both a strategic operator and an inspirational coach—solving complex challenges, driving operational excellence, and building a culture rooted in service, ownership, and continuous improvement.

What You’ll Do

• Lead & Inspire: Manage and develop a team of up to 10 client coordinators, ensuring exceptional performance in service delivery across phone, email, and chat.
• Drive Results: Own key CX metrics (CSAT, response time, resolution time, etc.), using data to track trends, identify opportunities, and deliver best-in-class client outcomes
• Coach for Growth: Deliver frequent, meaningful feedback; create performance plans and development pathways for team success and long-term growth
• Scale Service Excellence: Identify and implement process improvements that optimize operations and elevate the client experience
• Operational Oversight: Ensure 24/7 global support coverage by managing schedules, workload distribution, and vendor performance
• Talent Development: Support hiring, onboarding, and training of new team members; identify and mentor emerging leaders within the team
  

Requirements

• 7+ years of professional experience, including 5+ years leading high-performing teams in customer experience, client success, or BPO settings
• Proven track record managing service teams of 8+ in fast-paced, metrics-driven environments
• Deep understanding of CRM tools, databases, and operational reporting (Excel, dashboards, etc.)
• Strong analytical mindset with the ability to translate insights into action
• Exceptional communication, coaching, and interpersonal skills
• Highly organized with expert-level prioritization and multitasking abilities
• Experience managing remote teams and global support operations is a strong plus
• Change management experience in a high-growth or transformation-focused organization