Proptech company Spruce named Brian Kielian the company’s first head of customer experience and Blair Drake as the first head of service delivery. Both will report to Executive Vice President of Real Estate Operations Lisa Robertson and are a part of the company’s investment in customer service, according to Spruce.
“Our customers are at the heart of what we do here at Spruce,” CEO and co-founder Patrick Burns said in a release. “As we continue to expand our service offering and deepen our customer-centric, tech-focused approach, it’s absolutely critical that we make big investments in improving the customer experience of the real estate transaction.”
As head of customer experience, Kielian will drive Spruce’s customer service initiatives, working to ensure continuous operational efficiency and increased scalability. He has an extensive background in customer experience, having held positions as vice president, global customer support and operations planning at PayPal for nearly eight years, vice president of customer operations at Affirm, and most recently, senior vice president of customer support at Inflection.
As head of service delivery, Drake will utilize her operational leadership and expertise to streamline procedures, helping to scale the business via automation, technology enhancements, and increased process efficiency. Drake held positions at a number of fintech companies, most recently as the head of operations at OnDeck.