b2b service Delivery managerHopper

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 Service Manager is vital in ensuring that we have the best possible support for Hopper's customers, and that the day to day operations of the team providing this support is advocated for and at peak performance.
As a Service Manager, you are responsible for helping Hopper's Support Team be more productive, work more effectively, and deliver better service to our customers. The primary job of the role is to create an environment for the support team in which they can do their best work and not be distracted or delayed by problems with tooling and processes. Collaboration is also a core component of this role so you will work closely with our operations, training and quality teams 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.
In this role you will:
Build, lead and drive performance for team members and help end-customers and customer service partners have an excellent service experience with Hopper
Responsible for developing and implementing the most appropriate course of action to meet customer needs while adhering to regulatory requirements
Serve as the single threaded owner for all customer escalations and resolve customer service issues and proactively prevent negative service trends
Recommend, develop and maintain internal policies and procedures for common customer related travel scenarios
Advocate for our customers at every step of the way to provide data-driven, actionable insights for our product teams
Prepare business reports by gathering and analyzing data from the support operations team and partner with training, quality including workforce management to improve the team's productivity
Work with key stakeholders across the organization in a fast-paced, collaborative environment
A perfect candidate has:
Demonstrable experience working in a customer service operational leadership role, preferably in Travel. Experience managing distributed teams and Outsourced Service Providers is crucial
At least five years of experience leading front-line teams to meet operational goals and targets
At least five years of relevant experience working with Sabre
Enthusiasm and curiosity for conducting research and answering hard questions with data
Strong analytical skills with the ability to create solutions for operational problems
Demonstrated ability to meet tight deadlines and quick turn time while maintaining high quality of work
Ability to think conceptually and creatively in order to continually develop better customer experience
Strong organizational skills and ability to react to suit support operations requirements; must be able to organize time effectively and prioritize tasks to cope with fluctuating workloads
Ability to articulate ideas with diverse audiences (i.e. employees and leadership of Hopper and the Outsourced Service Provider) to provide information and clarification regarding policies, procedures and best practice
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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Hopper

Philippines
Permanent
Full-time