Warranty and Customer Care Manager

OnlyExperts

Warranty & Customer Care Manager responsible for designing and implementing warranty programs. Ensuring exceptional customer service and quality oversight for construction projects.

Posted 4/28/2026full-timeRedwood City • California • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Design, implement, and operate a best-in-class warranty program from the ground up.
Own the full post-occupancy customer experience from handover through warranty expiration.
Build ticketing infrastructure, establish service workflows, and advocate for homeowners.
Ensure warranty claims are validated and closed satisfactorily.
Evaluate, select, and implement a warranty case management platform.
Design and maintain all warranty workflows: intake, triage, assignment, scheduling, resolution, and closure.
Establish SLAs consistent with CA SB-800 and ensure they are met.
Serve as primary point of contact for homeowners during warranty period.
Coordinate repairs using internal service crews or approved subcontractors.
Manage OEM component warranty claims on behalf of customers.
Track and report on warranty trends, claim volumes, resolution times, and costs.
Develop customer-facing documentation: warranty coverage summaries, claim submission guides, and maintenance references.
Identify recurring quality defect patterns and escalate findings.
Participate in root cause analysis processes for high-severity issues.
Conduct periodic site inspections to verify construction quality against specifications.

Requirements

What you’ll need

Demonstrated experience running a warranty or customer care program in construction, manufacturing, or a related field.
Hands-on experience selecting and implementing a CRM, ticketing, or case management platform — you have built this before, or you are ready to.
Solid knowledge of California SB-800 or comparable residential warranty frameworks.
Familiarity with residential building systems: waterproofing, MEP, carpentry, and envelope performance.
Outstanding organizational skills and the ability to manage many open cases simultaneously without dropping the ball.
Clear, empathetic communication style — you are the face of Samara to homeowners who have a problem.
Ability to work independently across cross-functional teams: production, engineering, project management, and subcontractors.
Willingness to travel among Bay Area, Los Angeles, and Mexicali locations as needed.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account OnlyExperts Website LinkedIn All Job Openings 1 - 10 employees 💸 Finance 🎯 Recruiter Finance
Recruitment OnlyExperts is a company that specializes in providing offshore accounting experts at a significant cost saving compared to hiring locally in the U. S. They offer a wide range of accounting roles including bookkeepers, staff accountants, accounting managers, and payroll specialists, all pre-vetted by experienced CFOs and accounting leaders. OnlyExperts focuses solely on full-time offshore placements, primarily from the Philippines and Latin America, ensuring candidates with strong English and technical accounting skills who are familiar with U. S. GAAP. By charging a flat fee, the company helps organizations save up to 80% of the cost of hiring equivalent U. S. -based talent. Warranty and Customer Care Manager 🔥 1 hour ago 🏢🏡 Redwood City – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Design, implement, and operate a best-in-class warranty program from the ground up.
Own the full post-occupancy customer experience from handover through warranty expiration.
Build ticketing infrastructure, establish service workflows, and advocate for homeowners.
Ensure warranty claims are validated and closed satisfactorily.
Evaluate, select, and implement a warranty case management platform.
Design and maintain all warranty workflows: intake, triage, assignment, scheduling, resolution, and closure.
Establish SLAs consistent with CA SB-800 and ensure they are met.
Serve as primary point of contact for homeowners during warranty period.
Coordinate repairs using internal service crews or approved subcontractors.
Manage OEM component warranty claims on behalf of customers.
Track and report on warranty trends, claim volumes, resolution times, and costs.
Develop customer-facing documentation: warranty coverage summaries, claim submission guides, and maintenance references.
Identify recurring quality defect patterns and escalate findings.
Participate in root cause analysis processes for high-severity issues.
Conduct periodic site inspections to verify construction quality against specifications. 🎯 Requirements
Demonstrated experience running a warranty or customer care program in construction, manufacturing, or a related field.
Hands-on experience selecting and implementing a CRM, ticketing, or case management platform — you have built this before, or you are ready to.
Solid knowledge of California SB-800 or comparable residential warranty frameworks.
Familiarity with residential building systems: waterproofing, MEP, carpentry, and envelope performance.
Outstanding organizational skills and the ability to manage many open cases simultaneously without dropping the ball.
Clear, empathetic communication style — you are the face of Samara to homeowners who have a problem.
Ability to work independently across cross-functional teams: production, engineering, project management, and subcontractors.
Willingness to travel among Bay Area, Los Angeles, and Mexicali locations as needed. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

warranty program designcase management platform implementationservice workflows establishmentwarranty claims managementroot cause analysissite inspectionsconstruction quality verificationticketing infrastructurecustomer documentation developmentwarranty trend analysis

Soft Skills

organizational skillsempathetic communicationindependent workcross-functional collaborationcustomer advocacyproblem-solvingtime managementattention to detailstakeholder engagementconflict resolution