Hello!
Thanks for checking out our job posting for the role of Relocation Coach (EST) at PerchPeek. You’ve already taken a tiny step towards being a part of our team—huzzah! We know that taking your next career step is as exciting as it can be exhausting. So, with that in mind, we’ve tried to keep our description simple and cliché-free to help you decide if PerchPeek and this role are a good match for you.
Please note: this role does not require you to live in the United States, only to work during standard business hours for the Eastern Time Zone (GMT-5). PerchPeek is a fully remote team working from around the globe, so please do apply if the job is of interest — no matter where you live!
What is PerchPeek?
At PerchPeek we dream of a borderless world where people have the freedom to live and work where they please. Where ideas and resources flow where they’re most needed unrestricted by national borders. We strive to create a world of opportunity for everyone, anywhere – one move at a time.
We’re building a streamlined Mobility ecosystem to empower businesses and individuals to move anywhere in the world. We support employers and employees through every stage of the relocation process, providing an affordable, scalable, high-value service, powered by technology and relocation expertise.
Have you ever relocated? If so, you probably know how overwhelming it can be—immigration hoops, tax implications, housing, shipping, utilities, banking…the list goes on. No matter where in the world you go, relocating is complicated, time-intensive, and stressful. PerchPeek was conceived to change that.
For relocators, our goal is to guide them through every step of their move with a delightful mix of tech, coaching, content, and partnerships which work together to make relocating simpler, faster, and more fun.
For employers, we streamline the entire process of supporting international Mobility into one easy-to-use platform, turning Mobility into a strategic advantage for thriving globally.
Now you know why we’re so passionate about what we do!
The Role
From the moment PerchPeek is engaged to assist with a relocation until after the customer has settled in, our Relocation Coaches are responsible for ensuring the customer experience is of the highest standard so that we deliver smooth outcomes for relocators and our clients. The Relocation Coach will independently manage a portfolio of relocators, coaching and enabling them along their journey by educating them about all aspects of their move and life in their destination country, helping them understand and abide by their company’s relocation policies, and navigating and resolving the inevitable challenges and unique scenarios associated with relocation.
Responsibilities
Whilst every role in a startup has a degree of flexibility over time, here is what we see as the role’s main responsibilities:
Customer Journey
- Own a diverse portfolio of relocators: deliver end-to-end relocation services per relocator to a high standard of customer experience and adherence to their company policies.
- Educate on and manage expectations and timelines for relocators and clients.
- Build trusted relationships with relocators over the duration of their relocation journey as their main point of contact, delegating tasks when appropriate.
- Communicate with relocators via a) the PerchPeek app and b) through consultative and supportive calls to understand the customer’s needs, explain PerchPeek’s services, and provide expertise, guidance & support to relocators within your portfolio.
- Provide the “right expertise at the right time” on all aspects of the relocation journey and life in the destination country to equip your customers to integrate successfully to their new location.
- Support customers in understanding and abiding to their company’s relocation policy, including management of their relocation allowances.
- Recommend and coordinate additional relocation services from providers, working within PerchPeek’s Supply Chain. Examples include immigration, tax or shipping providers.
- Provide expert and empathetic inputs to handle difficult or complex enquiries or situations, using critical judgement to ensure the best outcomes for your customers.
Operational Processes & Improvements
- Adhere to all necessary Relocation Experience team processes and execute them to the highest standards in order to ensure operations run smoothly.
- Appropriately delegate relevant tasks to Relocation Assistants or third-party consultants, monitoring service delivery to ensure all representatives of PerchPeek are executing to high standards of quality and customer experience.
- Identify and manage escalations, delivery issues and inefficiencies.
- Maintain PerchPeek systems and tools, ensuring collected data is accurate and useful for data analysis, client reporting, and insights.
- Support the rollout of local and global process improvements by proactively engaging with new systems and participating in brainstorming sessions, training, and implementation activities.
- Align with Account Managers and clients on service delivery requirements, policies, and expectations.
Technical Feedback
- Act as Product Champion by providing guidance to customers on how they can utilise the Relocator App and its tools and content to organise their move, empowering them to have a more confident relocation.
- Provide internal feedback on product or technical pain points and insights based on yours and your customer’s experiences of the PerchPeek platforms.
Team Development
- Collaborate with other Relocation Coaches for creative problem solving and knowledge sharing.
- Provide cross-regional support within a "Global Pod" structure.
- Actively engage in team QA and feedback activities to drive a high performing and high energy team culture.
- Take personal responsibility to develop your skills and competencies through participating in development opportunities, shadowing or training programmes as they arise.
- Support onboarding of new PerchPeek Relocation Coaches, Relocation Assistants and new members of PerchPeek’s third-party network of consultants.
Market Knowledge Capturing
- Advocate for high quality knowledge capturing and contribute to developing the PerchPeek content library.
Client Tracking
- Develop your awareness of PerchPeek’s strategic accounts and sales, marketing, and acquisition activities to ensure excellent delivery against client expectations.
- Capture customer information at all stages of the customer journey in a quality and timely manner, and maintain internal systems to ensure client tracking stays up to date.
Requirements
- Working Hours Timezone Requirement : You must be available to work during standard working hours in Eastern Standard Time (EST / UTC-5)
- Language Requirement : This role requires fluent English (verbal and written)
- Awareness or first-hand knowledge of major cities and lifestyle norms in the United States.
- Bonus if you have lived or relocated within the Eastern United States or Canada!
- Whilst not necessary, previous experience in the Global Mobility / Relocation industry and knowledge of relocation management and/or destination services is desired.
In addition, the type of person we think will be awesome at this will likely have the following range of qualities and experience:
- You share our value of being Customer Obsessed: in this role you have the customer’s needs at the heart of your thoughts and actions every day.
- You are organised, efficient and prioritise your time so that you can balance being both proactive and reactive to the needs of your portfolio of customers and manage them across different timelines and stages of their relocations.
- You are an eloquent and concise communicator and can tailor your written and verbal communications to the specific customer. You are comfortable managing expectations and diplomatically handling concerns or objections.
- You are relentlessly focused on delivery. Things move quickly at PerchPeek, but even faster for our customers, so you should relish challenges and demonstrate a strong natural instinct to drive things to completion.
- You keep an eye on the details! Every relocation has its nuances and it’s important to understand, track and translate these into accurate recommendations.
- You display comfort in ambiguous situations and are confident in working through unknowns and adapting to challenging customer needs or expectations.
- You are resilient in a range of situations. From constant changes as the business and product develops to specific customer failures, you are comfortable adapting, learning and applying it to the next customer.
- You have a continuous improvement mindset and take responsibility adapting and adopting global & local processes
- You are highly autonomous and thrive in a 100% remote environment without losing personal motivation, initiative, or productivity.
Pay & Benefits
Salary
Total compensation packages are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, location and some role-dependent factors. We’ll be happy to discuss this during the interview process.
The PerchPerks
- Uncapped Time Off - you’ll receive all statutory holiday plus wellbeing leave and flexible annual leave for you to rest, relax, or recharge as you see fit.
- Work from Anywhere - PerchPeek is a fully distributed company that supports employees in working wherever they’d like to be within the parameters of your role’s requirements. We offer an allowance to ensure your working environment suits you.
- **Learning & Development Budget **- so you can be proactive about learning something fun outside of your core role
- R egular socials, an annual offsite, and a meetups budget - or time spent turning colleagues into friends (corny but we don’t care).
Ready to be a Perchy?
Firstly, no need for a full cover letter (phew)! Please just share your resume and fill out the application questions .
If we think we’re well matched, you’ll be invited to a video call with one of the PerchPeek team so we can get to know each other a bit better.
We hope you’re as excited to apply as we are to hear from you. Good luck!
_ Note : Studies show that women and people of colour are less likely to apply for jobs unless they believe they meet every single one of the qualifications as described in a job description. We are an Equal Opportunity employer committed to a diverse and representative team. Whatever your gender, race, religion, age, sexual orientation, marital status or disability - we want to hear from you! We would strongly encourage you to apply, even if you don't believe you meet every one of the qualifications described._