Manager, Member Support

Vaga não está no LinkedIn

🕒 5 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $89.000 - $105.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

👻 Score fantasma 2%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Por que essa pontuação:

• Aberta há 5 dias.
• As vagas desta empresa costumam ser preenchidas em 41 dias.

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Hotel Engine

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2018

🏨 Hospitalidade

📦 Logística

🛍️ Comércio Eletrônico

💰 $65.000.000 Series B em 2021-12

Hospitality • Logistics • eCommerce

A Hotel Engine é uma plataforma poderosa que simplifica as viagens de negócios ao permitir que as empresas reservem, gerenciem e economizem com facilidade em suas necessidades de viagem. A plataforma oferece acesso a mais de 750. 000 hotéis no mundo todo, possibilitando reservas sem complicações para diferentes tamanhos de grupo, de pequenas equipes a grandes eventos corporativos. Com recursos como relatórios centralizados, opções de pagamento flexíveis e suporte dedicado, a Hotel Engine tem como objetivo agilizar a experiência de viagem tanto para organizações quanto para viajantes individuais, garantindo economias significativas de tempo e dinheiro.

Descrição

• Lead a blended team of internal Member Support Specialists, temp-to-hire associates, and BPO partner teams across voice, chat, and email • Own pod results for CSAT, CPH, Quality, Productive Adherence, and SLA • Coach and develop direct reports through 1:1s, call and case reviews, hospitality and customer service coaching, and performance goals • Serve as Engine lead for an assigned BPO pod and partner with vendor supervisors on performance, process adherence, accountability, coaching, and corrective action • Onboard and develop new-hire waves through nesting; track 30/60/90-day ramp goals and make temp-to-hire recommendations • Report performance drivers, action plans, and next steps in Weekly Business Reviews • Manage incoming workflow through daily huddles and Slack • Partner with Workforce Management on queue/backlog monitoring, extra hours, overtime incentives, shift swaps, and attendance management • Lead through high-volume events and provide hands-on support • Partner with QA on calibration, auto-fail trends, and DSAT root-cause analysis; create measurable coaching plans • Identify and escalate process/system friction and lead or support efficiency and customer-experience improvement projects • Use Grok Bot, Hex, Salesforce reports, conversation intelligence, and sentiment tools to automate tracking and identify coaching opportunities • Handle escalations from Account Managers and clients; approve compensation within authority and protect financial accuracy • Motivate and engage the team through recognition, contests, and incentive programs • Collaborate with company leaders on strategies and best practices • Manage team administration including time, PTO, 1:1 documentation, weekly updates, and performance reviews • Conduct interviews with recruiting and staffing partners • Participate in the Manager on Duty rotation, including some weekends

🎯 Requisitos

• 3+ years of people leadership in a contact center or customer support setting • Experience managing through others (team leads/supervisors) preferred • Excellent people leadership using relationship, coaching, and retention tools • Familiarity with contact center metrics including CSAT, CPH/productivity, QA, adherence, SLA, shrinkage, and attrition • Experience with reports • Experience with WFM tools such as Assembled, BI tools such as Hex/Looker, and AI assistants is a plus • Experience leading through high-volume surges or launches of new lines of business • Solution-based approach to issue resolution • Strong time management • Creativity to develop and implement new ideas and proven methods • Ability to work quickly and efficiently while remaining thorough • Excellent active listening skills • People- and results-driven with a bias toward action • Eagerness to learn and continue developing • Hospitality or travel tech industry experience is a plus

🏖️ Benefícios

• Equity for all employees • Annual bonus may be available depending on the role • Bonuses or commissions may be available for some roles • Hybrid-hub model with fully remote or office environments depending on role • Benefits package; full list available at engine.com/culture

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