full time management

Job Details

ABOUT HOPPER
At Hopper, we’re on a mission to build the most customer-centric travel company on earth. We are leveraging the power that comes from combining massive amounts of data and machine learning to build the world’s fastest-growing mobile first travel marketplace -- one that enables our customers to save money and travel better.
Hopper’s goal is to reduce traveler anxiety throughout all stages of the trip buying and taking process. By creating a transparent travel marketplace and unique, data-driven financial technology products focused on providing peace-of-mind, Hopper adds value along each step of the customer’s journey.
Hopper has launched several bespoke fintech products that leverage our immense first and third-party data to create products and value that do not exist elsewhere - including Refundable and Flexible Tickets and Price Freeze. Thanks to these offerings, Hopper’s revenue growth is up 112% despite the travel slowdown due to COVID-19.
With over $250M CAD in... funding from leading investors in both Canada and the US, Hopper is primed to continue its acceleration to becoming the world’s fastest-growing end-to-end customer-centric travel offering.
Recognized as one of the world’s most innovative companies by Fast Company three years in a row, Hopper has been downloaded over 50 million times and sees over 1 million new installs per month. The app has received high praise in the form of mobile accolades such as the Webby Award for Best Travel App of 2019.
Come take off with us!
Customer advocacy is at the heart of Hopper. We believe that every interaction before, during and after buying with Hopper should earn the customer’s trust and loyalty. We focus every company decision first on what’s best for our customers.

Customer service is an important driver of core business metrics, in particular retention and lifetime customer value. We measure the effectiveness of our work through this lens. We generate long-term revenue by providing services that customers value, and we will not charge fees or markups for support services that aren’t also available through a free self-serve feature.

The Customer Service Manager is vital in ensuring that we have the best possible support for our Banking customers.

As a Service Manager, you'll coach, motivate and manage a team of top tier agents to ensure that they have the tools, process and data they need to help our customers. You will also work closely with our product development team as the utmost service stakeholder to ensure that the pain points our customers experience during their travel journeys, and how our products help or fall short of solving those pain points, are addressed and accounted for. Lastly, you will work as a coordination layer with the broader Customer Service organization within the business unit to evaluate and manage team performance and quality, implement new processes and features and support the launch of new lines of businesses.
Core Responsibilities

Advocate for our customers at every step of the way to provide data-driven, actionable insights for our product teams.
Participate in product development and service journey design, report on contact drivers and irregular operations, propose and execute operational improvements to resolve them.
Lead and drive performance for a team of 15+ team members and help banking customers have an excellent service experience with Hopper
Set clear service level goals and deliver results, providing regular feedback on performance while developing a high-performing team culture
Build your organization using levers such as training, workforce planning and defining team processes and organizational needs
Work with key stakeholders across the organization in a fast-paced, collaborative environment
Develop and execute on customer-centric payment recovery plan to collect payments from delinquent users

A Perfect Candidate Has:

Demonstrable experience working in a customer service operational leadership role, preferably in SaaS and/or FinTech.
At least two years of experience leading front-line teams to meet operational goals and targets; previous experience managing a distributed team is crucial.
Enthusiasm and curiosity for conducting research and answering hard questions with data
Strong analytical skills with the ability to create solutions for operational problems
Passion for mentorship and people development
Material experience in responding quickly and efficiently to organizational and operational changes
Experience establishing clear KPIs and processes for reporting on SLAs and leverage analytics to empower data-driven decisions
Experience with AML & KYC regulations
Familiarity with banking/finance/travel industry
Figure-it-out, get-it-done attitude

OFFERING REMOTE WORK FROM THE FOLLOWING STATES:

  • California
  • Connecticut
  • Florida
  • Georgia
  • Illinois
  • Maine
  • Massachusetts
  • Missouri
  • New Jersey
  • Nevada
  • New York
  • Oregon
  • Rhode Island
    #LI-Remote
    #BI-Remote

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