Minimum qualifications

• Demonstrable experience working in a multi-channel contact center operational leadership role, preferably in Travel, and/or SaaS

• Experience scaling customer service to meet ambitious operational goals and targets leveraging technology, process and people. Previous experience managing distributed teams are crucial.

• Extensive knowledge of customer service operations in a holistic and comprehensive way (service journey design, FTE capacity planning and performance management)

• Experience establishing clear KPIs and processes for reporting on SLAs and leverage analytics to empower data-driven decisions 

• Familiarity with hospitality/lodgings/travel industry

• Figure-it-out, get-it-done attitude 

About the job

The Director of Customer Service is responsible for delivering world-class highly customer-centric support and services through operational excellence and technical product solutions. Collaborate closely with revenue leaders and service delivery vertical leaders to drive continuous improvement and scale the customer service function by automating service functions in the app along with operating an agile customer contact center. Act only with the customer’s best intentions in mind and hold their trust in the highest regard. The Director of Customer Service acts as the utmost subject matter expert and authority on customer service for the business unit and runs the daily operations of the business unit’s customer contact center.

The key domains of the role can be broken down into two distinct areas:

- Service journey design and product innovation

- Contact center management

Responsibilities

• SERVICE JOURNEY DESIGN AND PRODUCT INNOVATION:
• Design the service journey in long-form. See around the corner to create compelling customer service outcomes 12+ months down the line by taking into account Hopper’s growth, product roadmap and top-line customer service KPIs.
• Lead customer service product innovation. Uncover new areas of opportunity for self-serve automation and product development improvements using data, writing business cases and narratives to support your findings, executing operational opportunities quickly. 
• Participate in product development. Product development starts long before engineering. Ask questions, provide data-backed feedback on ideas, business cases and non-technical documentation at each stage of the process for the teams to negotiate features and requirements that impact customer service at every step in the product development lifecycle. 
• Grow revenue and lower costs. Generate revenue through providing services that customers value and solutions that are cost effective.
• 
  
• CONTACT CENTER MANAGEMENT:
• Build a culture of performance management. Hold the support teams to high standards through the implementation of agent performance management using customer service SLAs as the north star.
• Maintain cultural alignment. We want autonomy between business units but not to operate separate cultures entirely. So the director of customer service must ensure that there is cultural alignment between the customer-facing teams and others inside the verticals and ultimately between the business unit and the organization at large.
• Facilitate speed and autonomy. Write and develop new standard operating procedures that can be used by the business unit and elsewhere inside the organization to further advance our product-development capabilities.
• Act as the coordination layer. Horizontally between verticals within the business unit to ensure that the groups are productive and working towards shared objectives. Also, with the leaders of other business units and especially with the support-led Platform business unit to ensure that company-wide technology outcomes, workforce management, learning, quality and operational best practices are being leveraged for the best possible outcomes for customers.

Benefits

• Well-funded and proven startup with large ambitions, competitive salary and stock options
• Unlimited PTO
• WeWork All Access Pass OR Work-from-home stipend
• Entrepreneurial culture where pushing limits and taking risks is everyday business
• Open communication with management and company leadership
• Small, dynamic teams = massive impact
• 100% employer paid medical, dental, vision, disability and life insurance plans
• Access to a 401k 

More about Hopper

Today, Hopper is best known as a travel app. We're going to do about $1B in sales this year and weathered the COVID storm better than anyone expected. We just raised $170M from Goldman Sachs and Capital One, and inked a deal to be the exclusive travel provider for Capital One Travel.

We owe our success, in large part, to a proprietary suite of data-driven and risk-based financial services that we have developed that complement a customer's trip-purchasing experience. One example is Price Freeze, where our customers are able to purchase a financial option in the app to lock in any price that they see, on any item, for as short as 1 hour or as long as 21 days with Hopper taking the risk on the other side of the trade.

Now we're laying the groundwork for continued expansion in 2021 by adding great people to our team who can help us compete with the travel giants.

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