Manager, Member Support
Hotel Engine is a Denver-based travel tech company on a mission to radically simplify trip management for businesses. We’re not a cumbersome travel management company, nor an online price aggregator. We’re a powerful network that brings hotels and businesses together. Our members save time, money and effort in managing their lodging programs, and our partners get access to loyal, high-value business travelers. It’s a true win-win. Following a 2021 series B funding round at a $1.3 billion valuation, we achieved remarkable growth in 2023. We expect 2024 to be our best year yet.
Across our organization, we’re powered by exceptional talent. From our large Engineering and Product teams to Sales, Supplier Relations, Member Support, Data, Marketing and Operations, our team is forward-thinking, data-driven and customer-obsessed. We’re also a lot of fun — one of the many reasons we were named a Best Place to Work by Built In Colorado for the past four consecutive years.
We value our individuality, and we also understand that together, we thrive. Most importantly, we know we’re not for everyone! Complacency doesn’t live here. We’re focused on finding the right people who are energized by our culture and bring diverse experiences and backgrounds that will help us unlock our full potential. Click here to view our DNA, and if you like what you see, please read on!
The Member Support Manager is a people leader in the Client Operations Member Support Team. A Manager has a team of direct reports composed of various tiers of individual contributors. They are responsible for monitoring and managing performance on a daily basis. They coach, develop and performance manage while also working collaboratively within their peer group, HR, Training & Quality, and other departments outside of Client Operations. In addition they are knowledge experts of customer service systems and processes.
Primary Responsibilities:
- Managing a team of 12-15 Member Support associates.
- Daily monitoring of the member support staff to ensure the highest level of customer service and professionalism.
- Provide clear and consistent coaching to drive high performing team behaviors.
- Performance management to achieve success of team and individual KPI targets.
- Develop a team through regular 1:1’s, team meetings, shadow sessions, biannual reviews, quality assurance, and helping your team attain both personal & professional career goals.
- Complete quality monitoring to ensure a high level of service performance through continuous coaching that will result in gradual development and improvement of Member Support agents.
- Ensure that all internal policies and procedures are followed, escalate inefficiencies and discrepancies as they arise.
- Maintain training methods for timely and efficient execution of departmental goals. Be cross trained in all pertinent functions/areas.
- Be meticulous about details. Our team works as a collective unit in order to ensure top notch customer service. This means that we may have multiple teammates address the same issue and we require details notes on all interactions with our members and partners.
- Collaborate cross functionally with key partners in Account Management, Biz Ops, Product, and Marketing to continue improving the overall customer experience.
Requirements:
- 3-5 years of experience leading Support teams with a high level of accountability and managing performance.
- Ability to motivate and inspire a team to perform in line with the company's mission and vision.
- Pristine written & verbal communication skills - this job does require both phone and email communication across all teams.
- A people leader with high expectations of each of their team members and isn’t afraid to have challenging conversations to coach towards individual and team goals.
- A quick learner ready to grasp our systems, processes & procedures.
- Ability to problem solve and work on several projects simultaneously while continuing to provide quality work.
- Forward thinker with the capacity to be creative in developing new ideas and implement proven methods for the team.
- Able to work quickly and efficiently while still being thorough.
Compensation:
- The base salary for this role is $70,000-$85,000 per year. Final offer amounts are determined by multiple factors, including prior experience, expertise & may vary from the amount above.
Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than day-to-day responsibilities. Hotel Engine has been recognized on Built-in Colorado’s Best Places to Work list 3 years in a row (2020-2022) for our positive culture and robust growth opportunities.
As a company, we’re also dedicated to giving back to our greater community, and have comprehensive corporate social responsibility programs supporting community, social justice and environmental causes. In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:
- Competitive base salaries
- Annual performance bonuses
- Stock options for all associates + performance-based stock options
- Insurance benefits including medical coverage (with a plan available at no cost to employees) + 100% paid dental and vision insurance
- 401(k) plan with a match program
- Unlimited PTO + 2 paid days each year to volunteer with your favorite non-profit
- Paid parental leave and family medical leave
- Hotel discounts through our exclusive platform
- The ability to make a real impact in an incredibly fast-growing organization; you’ll never be just another cog in the wheel.
