Customer Experience Software Specialist

Customer Experience Software Specialist – Hawthorne Residential Partners

Location: Remote

The Customer Experience Software Specialist (internally known as the CX Solutions Specialist) plays a key role in shaping and executing the strategy for our core front‑of‑house technology platforms and CX programs. This position enhances the resident experience and improves operational efficiency across our communities. Leveraging expertise in multifamily technology, data‑driven insights, and technical acumen, this role optimizes customer‑facing platforms to deliver a superior, people‑first resident journey.

Additionally, this role helps shape Hawthorne’s voice‑of‑customer programs, CRM, survey strategies, and reputation management platforms.

• Develop and optimize Hawthorne’s key technology platforms to enhance customer experience and operational efficiency.
• Drive product enhancements by prioritizing business needs and staying up to date with the most current product updates and features.
• Own the product roadmap for CX platforms, including prioritization, timelines, and feature rollout.
• Translate operational and customer needs into clear product requirements and enhancements.
• Identify opportunities to streamline workflows and improve system adoption across teams.

• Manage survey and reputation strategies and platforms to generate actionable CX insights.
• Drive the collection, analysis, and sharing of customer insights to shape strategy and product development.
• Monitor trends across feedback channels to proactively identify system gaps or friction points.
• Partner with teams to turn insights into actionable improvements within CX platforms.

• Serve as the primary subject matter expert for CX platforms (Knock, Rent Cafe, etc.).
• Develop a deep understanding of our customer‑facing platforms and technology ecosystem to ensure a holistic approach to customer experience.
• Oversee system configuration, setup, and ongoing optimization.
• Troubleshoot, analyze and develop CX platforms to ensure optimal performance.
• Lead, train, and participate in technology pilots that support our CX vision.
• Respond to and troubleshoot requests submitted through the ticketing system, providing timely resolutions and support across customer experience platforms.

• Analyze and report on technology pilots, issues, and CX projects.
• Oversee the setup and pilots of CX technologies.

• Work closely with operations, digital marketing, software, and training departments to ensure the success of product operations.
• Manage relationships with vendor partners, ensuring they meet strategic goals and timelines.

• Educational Background: Bachelor’s degree in Business, Marketing, or related field preferred but not required.
• Experience: 5+ years in software, operations, or multifamily services.
• Analytical & Technical Proficiency: Skilled in data analysis, with technical knowledge of CX platforms and operational systems such as Yardi or Rent Cafe CRM to translate insights into strategic action.
• Customer‑Centric Mindset: Deep commitment to understanding and advocating for residents’ needs, behaviors, and expectations.
• Communication
  
  Skills:
  
  Excellent written and verbal communication skills, with experience presenting to executive teams and engaging cross‑functional stakeholders.
• Cross‑functional Collaboration
  
  Skills:
  
  Experience leading without direct authority.

When you join our team, you’re stepping into a culture built around growth, wellbeing, and genuine care for our people. We’re committed to helping you thrive—professionally, personally, and financially.

• Enjoy Your Time Off: Start with 22 days of vacation, sick, and personal time.
• Make an Impact: Enjoy 16 hours of paid volunteer time annually.
• Recharge & Celebrate: 10 paid holidays + 1 floating holiday of your choice.
• Birthday: 8 hours off to celebrate your birthday.
• Future Planning: Company 401(k) match to support your financial goals.
• Financial Wellness Reimbursement: Resources to support your long‑term financial health.
• Referral Bonuses: Earn rewards for bringing great…