Director, Customer Service at Hopper

| Greater Boston Area | Remote
Sorry, this job was removed at 7:20 a.m. (EST) on Tuesday, May 11, 2021
Find out who's hiring in Boston.
See all Operations jobs in Boston
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.

#LI-Remote
#BI-Remote

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • SwiftLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • HadoopFrameworks
    • SparkFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • MySQLDatabases

Location

Boston, MA

What are Hopper Perks + Benefits

Hopper Benefits Overview

Stay healthy
Full medical, dental, and vision benefits. Life insurance. Long and short-term disability plans. All on us.

Get paid
Competitive salary. Company stock options. 401(k) retirement savings plan.

Be yourself
Casual work environment, slack channels for every interest group

Take off
Unlimited Digital allows for a flexible work schedule. Unlimited vacation plan. Emergency travel assistance.

Culture
Partners with Nonprofits
Friends outside of work
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Hopper's health insurance policy covers up to 100% of out of pocket expenses - plus we reimburse anything payed into the deductible!
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
More Jobs at Hopper69 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Legal
Marketing
Operations
Product
Operations
new
Boston
Operations
new
Boston
Product
new
Boston
Developer
new
Boston
Data + Analytics
new
Boston
Data + Analytics
new
Boston
Finance
new
Boston
Operations
new
Boston
Operations
new
Boston
Developer
new
Boston
Data + Analytics
new
Boston
Developer
new
Boston
Product
new
Boston
Finance
new
Boston
Developer
new
Boston
Data + Analytics
new
Boston
HR + Recruiting
new
Boston
Design + UX
new
Boston
Data + Analytics
new
Boston
Data + Analytics
new
Boston
HR + Recruiting
new
Boston
Developer
new
Boston
Design + UX
new
Boston
Design + UX
new
Boston
HR + Recruiting
new
Boston
Data + Analytics
new
Boston
Developer
new
Boston
Operations
new
Boston
Developer
new
Boston
Operations
new
Boston
Data + Analytics
new
Boston
Developer
new
Boston
Developer
new
Boston
Operations
new
Boston