Team Lead, cars marketplaceHopper

Summary
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 Team Lead is vital in ensuring that we have the best possible support for Hopper's Cars customers, and that the day-to-day operations of the team providing this support is advocated for and at peak performance.
Team Leads act as helpful experts for the agent team and Hopper users. As a Team Lead, you are passionate about the success of our globally distributed team of travel experts and the happiness of Hopper users. The ideal candidate will have material experience working with customers and a solid understanding of how to develop support workflows, as well as manage the support team's day-to-day work.
You will also work closely with our Product team 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
Management:
Team Leads should develop a holistic view of what's happening within their teams, providing regular reporting on performance and areas of opportunity. The main tasks of the Team Lead are:
Locate and utilize strengths within their teams.
Develop a sense of personal and professional interests of team members.
Perform spot check of calls/tickets.
Create a fun and open dynamic within your teams. Team morale is highly important and proven to increase productivity. Be creative and get the energy going! The goal is to have a strong, unified team vibe.
Recognize and celebrate the positive achievements. Recognition goes a long, long way!
Team leads are the point person for their teams! Any questions or concerns should be brought to a Team Lead. In turn, TLs should know where to dispatch this information. Is this for you? HR? Scheduling? Team Leads are held responsible for the performance of their teams.
Training:
Pinpoint areas for improvement and develop action plans for team member improvement, and work directly with the Training Team in response to the needs of their team.
Keep a log of noted errors by your team members to track what's happened, how it's been addressed, and to generally keep a close eye on agent progress. (This is especially important in the event that things go in the wrong direction, and need to be addressed formally.)
Minimum qualifications
Demonstrable experience working in a customer service operational leadership role.
Experience managing distributed teams and outsourced service providers is crucial
At least two years of experience leading front-line teams to meet operational goals and targets
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
Figure-it-out, get-it-done attitude
Responsibilities
Build, lead and drive performance for team members and help end-customers and customer service partners 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 the organization using levers such as training, workforce planning, and defining team processes and organizational needs for Hopper's enterprise customers
Advocate for our customers at every step of the way to provide data-driven, actionable insights for our product teams.
Work with key stakeholders across the organization in a fast-paced, collaborative environment
Working Hours: Minimum 40hrs, including weekends
More about Hopper
Hopper is valued at $3.5bn making us the 5th most valuable travel business in the world. We're best known as a travel app and we just raised a further $175m from a funding round led by GPI Capital. Our investors also include Goldman Sachs and Capital One for whom we exclusively power their travel portal.
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. It's cheaper to purchase travel with Hopper!
Hopper's goal is to reduce traveler anxiety throughout all stages of the trip buying 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.
Recognized as one of the world's most innovative companies by Fast Company three years in a row, Hopper has been downloaded over 60 million times and sees over 1.9 million new installs per month. Our revenue growth is up 330% versus 2020 as we continue to outperform market recovery
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. Come take off with us!
Hopper

Philippines
Permanent
Full-time