Customer Experience

About Roam

Roam is the platform for purchasing a home with an assumable low-rate mortgage, with seed funding from Founders Fund and other institutional investors.  Our mission is to make homeownership 2x more affordable for 1 million Americans by 2030. We see Roam as the rails for a new system that will process the largest purchase of our lives and be able to adapt to any economic environment. 

We are in the middle of the largest dislocation in economic history, a time that begs for bold solutions, not incremental ones. While US real estate is the largest, and arguably most important, asset class - most real estate startups take an incrementalist approach and never break through the clutter. Our team takes a fresh perspective on the largest transaction in a consumer’s life, made possible by the largest dislocation in economic history at a time that begs for a fresh solution to affordability.

How we do it

We provide consumers with a 3rd option when they buy a home: cash, mortgage, or Roam.

Our first product helps homebuyers wind back the clock and purchase their home with a low-rate mortgage included. We facilitate this experience with the mortgage assumption, a home loan that allows the homebuyer to take over the existing mortgage terms from the seller, reducing their monthly payments by up to 50% and closing costs by up to 75%.

About the role

Our Customer Experience team speaks to sellers, buyers, and their agents about the opportunity to work with Roam to sell or buy their next home. You’ll be responsible for guiding our customers through the largest transition of their life and owning the end-to-end experience they have.  

• After 3 months you will…

  • Know the Roam team and the loan assumption space. 

  • Have built out our key process flows, playbooks, automated responses, quality rubrics, and central guides for our customer-facing organization. This includes our ticket and caller review processes and guides

  • Have created training guides, which you’ve used to onboard new team members and get them up to speed and productive at Roam in record time. 

• After 6 months you will…

  • Have scaled the customer experience team to 10-15 people and have built the foundations of a process that can scale with the needs of the team. 

  • Have designed both buyer and seller playbooks – from the top of funnel, to the point of offer, through close – to ensure our sellers, customers, and lenders have the best possible experience. 

About you

We value bold, self-directed people who carry themselves with urgency. Our team has a bias for action, a need for speed, and a soft spot for those who sweat the details. To change the way we buy homes will require courage and conviction. If you have both, we hope you will join us. We think if you have the following skills, experience, and attributes you’d be successful at Roam:

• Come with experience. This isn’t your first rodeo. You have a background in customer success for real estate or mortgages and at least 5+ years of experience.  You know how to build SOPs and Playbooks for customer facing teams and the QA process that goes alongside it. You’ve built onboarding programs that can scale and know how to get new team members up to speed and productive quickly. 

• Are energized by people. You enjoy helping people - especially during critical moments in their life. You’re great on the phone and don’t get tired from a day full of back-to-back conversations. You’re an exceptional communicator and can read and empathize with other people.

• Act like an owner. You are self-directed and carry yourself with a sense of urgency. You know how to identify and prioritize needs, and do what it takes to ensure that urgent and important needs are acted on immediately.

• Comfort with fast-pace and constant ambiguity. We’re an early stage startup, you’ll constantly be navigating new challenges and need to be comfortable moving extraordinarily quickly. You need to have an unreasonable calm that permeates your day today.

• Player/Coach. You’ve built and developed a team. You’re never afraid to get your hands dirty, but you can take a step back and think through strategic opportunities and solutions from 30,000 feet.

About us

The heart of our mission is to address inequity in housing