Customer Support Lead - Houzz Pro Takeoff



Customer Service
Sydney, NSW, Australia
Posted on Friday, February 9, 2024

About the Role

Reporting to the Customer Success Manager, you will be a key member of our Customer Success team.

While the ultimate goal will of course be revenue this role will be predominantly about successfully onboarding new contractors and ensuring they maximise their use of Houzz Pro Takeoff in order to help their business grow. You will also help existing customers when problems or questions arise.

Previous customer service experience is preferred but not essential, and we are looking for someone that can demonstrate a positive attitude towards the role and a willingness to learn. Experience in the construction industry, specifically estimating will be highly regarded.

This is a remote position but you must be in Australia.

What You’ll Do

  • Call Houzz Pro Takeoff Customers to assist with onboarding

  • Assist with onboarding of new contractors

  • Support subscription renewals

  • Respond to technical requests and inbound queries via phone, email and live chat

  • Provide end-user training

  • Complete ad-hoc reporting as required

  • Assist with product testing

  • Maintain CRM and ticketing systems (HubSpot, Intercom, Pivotal Tracker)

  • Document technical resolutions

  • Meet SLA, average handle time, customer satisfaction, and additional objectives as provided

  • Be a constant resource to help solve problems for the Customer Success Team

  • Efficiently execute special projects for Customer Success team initiatives

  • Provide superior service, contribute to a positive work environment, and embody the Houzz culture

At a Minimum, We’d Like You to Have

  • One year of experience working in a Customer Support or Customer Success type role

  • Experience handling escalated customer inquiries across multiple channels

  • Exceptional leadership qualities

  • Superior customer support skills

  • Excellent verbal and written communication skills

  • Exceptional problem solving abilities

  • Demonstrated strong performance in current role

Ideally, You'll Also Have

  • Ability to work independently

  • Not afraid to pick up the phone

  • Construction Estimating experience

  • Tech-savviness

  • Team oriented mindset

Houzz is an Equal Employment Opportunity employer. When applying for a role at Houzz, we guarantee your application will be considered regardless of your sex; race; color; gender; national origin; height or weight; ancestry; physical or mental disability; medical condition; genetic information; marital status; registered domestic partner status; age; sexual orientation; military and veteran status; or any other basis protected by federal, state or local law or ordinance or regulation.

We embrace and celebrate the value that diversity brings to an organization. Diverse backgrounds and different points of view help Houzz provide the best experience for our community. Houzz is committed to fostering an inclusive environment through projects and initiatives, such as employee resource groups, that support Houzzers’ efforts to be themselves and share their lives at work.

If you would like assistance or an accommodation due to a disability, please email us at This information will be treated as confidential and used only for determining an appropriate accommodation for the interview process.

Houzz is an Equal Opportunity Employer. M/F/Disability/Veterans


Be Who You Are and Do What You Love at Houzz

About Houzz

When founders Adi and Alon remodeled their home, they were frustrated by the lack of resources and inspiration to help them articulate a vision and select the right pro to make it a reality.

So they built Houzz.

Houzz is now the leading platform for home remodeling and design, providing an all-in-one software solution for industry professionals and tools for homeowners to update their homes from start to finish. Using Houzz, people can find ideas and inspiration, hire professionals, and shop for products. Houzz Pro ( provides home industry professionals with a business management and marketing SaaS solution that helps them to win projects, collaborate with clients and teams, and run their business efficiently and profitably.

Our Mission and Core Values

We're proud to say there's no one quite like us. Houzz is a community-centric, innovative tech company that continues to disrupt the home renovation and design industry. Our mission-driven culture is rooted in our core values, and we’re all here for one purpose: make the home remodeling and design process more fun and productive for everyone.

Our Mission

To create the best experience for home renovation and design.

Our Core Values

We’re a Community

We put our community of Houzzers, industry professionals and homeowners first. We approach our work with care, humility and respect. We deliver value to our community through our products and services.

We Build the Future
We are visionaries who challenge the status quo. We are creative, innovative and curious. We embrace change and different ideas to drive our industry forward.

We Make Things Happen
We are solution-seekers and self-starters. We listen, move fast and empower our teams to deliver extraordinary results and products. We play to win.

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