Manager, Member Support

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $89k - $105k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 2%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hotel Engine

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🏨 Hospitality

📦 Logistics

🛍️ eCommerce

💰 $65M Series B on 2021-12

Hospitality • Logistics • eCommerce

Hotel Engine is a powerful platform that simplifies business travel by allowing companies to easily book, manage, and save on travel needs. The platform offers access to over 750,000 hotels globally, enabling seamless reservations for various group sizes, from small teams to large corporate events. With features like centralized reporting, flexible payment options, and dedicated support, Hotel Engine aims to streamline the travel experience for both organizations and individual travelers, ensuring significant savings in time and money.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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