Customer Experience Specialist, Overnight

| Greater Denver Area
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Evolve is a hospitality company with a mission to make renting a vacation home easy for both property owners and guests. Thanks to an unapologetic passion for hospitality, we now support over 14,000 properties in over 700 markets across North America. We enjoy earning each guest and owner's business - all while having some fun along the way.

Why This Role:

As a Customer Experience Specialist | Overnight you will play a pivotal role in Evolve’s 24/7 customer support. As the go-to for all booking related questions from Guests, and all property-related questions from Partners and Owners, this comprehensive role provides a unique opportunity to assist all of Evolve’s stakeholders. You will field calls and emails, respond to questions, take action to assist Owners and Guests in need of assistance, and perform a night audit to determine case priorities for the upcoming day. The perfect candidate reflects Evolve’s core values, and can thrive in a collaborative environment, but can also work autonomously, to assist all of our customers in an efficient and professional manner. This role requires strong communication skills (especially over the phone), an empathetic nature, and a high degree of self-awareness.

What You'll Do:

  • Provide an exceptional customer experience, using genuine kindness and professionalism
  • Field calls and emails from Guests, Owners and Partners in a swift and professional manner
  • Address questions that may arise related to booking confirmations, amenity availability, trip modifications, and cancellations
  • Help customers navigate their Evolve account and access all the information they need
  • Work across multiple booking platforms (such as Airbnb & Vrbo) to secure and adjust reservations
  • Document all activities in the company's CRM (Salesforce.com)
  • Assist Customers in times of need to make things right; utilize emotional intelligence and problem-solving skills to work towards effective solutions (not easy answers)

What Makes You A Great Fit:

  • Team player that thrives in a collaborative and fluid environment with rapidly changing priorities
  • You have a hospitality mindset with a passion for the customer experience, and an inherent motivation to help others; you’ll always go the extra mile to make sure the job gets done right
  • Self-awareness: you understand your strengths, limitations, and emotions (and how they impact others) with an ability to manage them in stressful situations
  • Self-leadership: resilient, emotionally balanced, and self-motivated to thrive
  • Relationship building: you are a compelling communicator who can put others at ease, build trust, and develop connections with all stakeholders; previous experience interacting with customers over the phone a plus
  • Empathy: you understand other perspectives, listen effectively to recognize and exceed the needs of every stakeholder
  • Active-listening: you can make others feel heard by patiently listening to them to understand, not to reply
  • A quick study in any software environment (Salesforce.com experience a plus!)
  • Hospitality industry experience preferred, but not required
  • This position is for four-10 hour shifts per week (providing you with three days off per week); an example schedule could be Thursday-Sunday 9pm to 7am

Location: 

While we are all currently working from home until at least September, our goal is to eventually return to our beautiful Denver office and collaborate in person.

Total Rewards at Evolve

At Evolve, we care for our teammates by supporting their physical, mental, and financial wellbeing through a comprehensive Total Rewards Program. 

  • Industry competitive pay
  • Health insurance package options that include 100% employer paid HDHP plan and two PPO plan options for you and your dependents
  • Employer paid dental, and vision, for you and your qualified dependents 
  • Paid life insurance, short-term disability, and long-term disability coverage
  • Company equity
  • 401(k) with a 4% match that vests immediately
  • PTO, sick days, and paid Parental Leave

But wait, there’s more… optional benefits offered include commuter benefits, pet insurance and travel perks.

Fort his role, our hourly pay rate is $19.23 per hour.

About Us

Opportunity: Our leadership and management teams are dedicated to creating meaningful learning and growth opportunities for all Evolvers, as well as providing clear expectations and continuous feedback.

Community: It’s easy to make friends at Evolve. We support maintaining a strong community through our teammate-led groups focused on learning, inclusion, environmental wellness, and more. 

Transparency: Every month, our leadership team shares how the company is performing, explaining where we’re headed next, and recognizing team members for jobs well done. 

Values: They mean more to Evolve than just bullets on a page, they drive our daily decisions and impact how we work as a hospitality company. 

  • Earn It
  • Build Loyalty One Interaction at a Time
  • Communicate Often, Honestly & Directly
  • Embrace Change
  • Stay Hungry & Humble
  • Care
  • Be Efficient
  • Take Risks
  • Learn Every Day
  • Have Some Fun Along the Way

Which value sounds the most like you?

Evolve is an equal opportunity employer. We believe that a diverse work environment is a successful work environment so all qualified candidates will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • JupyterFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • ReshiftDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

Our office is located in Downtown Denver surrounded by the best the city has to offer. With our flexible remote work policy, our teammates are free to work in person in our Colorado space or remotely from home in 48 approved states.

An Insider's view of Evolve

What’s the vibe like in the office?

The vibe of the office is relaxed, yet determined. Collaboration and questions are both highly encouraged. There is a strong sense of community within the office- it feels like a second home. The growth of the company is exciting, and it is refreshing to be surrounded by people that are genuinely happy to be doing what they do.

Garrett S.

Onboarding

What projects are you most excited about?

A project without a clear solution really excites me! The process of identifying, scoping and implementing a solution keeps things interesting and demands innovation.

Larry C.

Technology

What are some things you learned at the company?

One of my favorite things about working at Evolve is watching the company grow. I have learned a lot about the startup-growth company culture & the environment that it takes to succeed. I love looking back and see everything we as a company have learned through trial and error. More importantly I love seeing where it has brought us! #learneveryday

Edward O.

Property Acquisition

What unique initiatives do you have that encourage innovation?

Anytime someone new joins the Evolve team, we encourage them to own their impact. If we hire you, it’s because we want the real you, not some watered-down version that you bring to fit in at work. Encouraging our team to be their authentic selves has led to incredibly original ideas that have shaped Evolve into what it is today.

Brian Egan

CEO

What makes someone successful on your team?

In order to be successful on my team, it is important to provide exceptional customer service and be able to problem solve on the fly. One must be detailed oriented while working in a faced paced environment. Communication is key in being a successful member on my team and being able to collaborate with employees on other teams.

Ali H.

Customer Resolutions

What are Evolve Perks + Benefits

Evolve Benefits Overview

When we say we make vacation rental easy for everyone, that means you too, and we want to give you the benefits that make your life, health, and work better. This includes flexible healthcare, dental, and vision coverage for you and your dependents (including partners) with options that are 100% Evolve-paid for Evolvers.

Enjoy a flexible remote, hybrid, or in-office work environment that comes with travel perks, equity in the company, mental health support benefits, volunteer opportunities, commuter benefits, pet insurance, and more. Here, we encourage our Evolvers to use their voice, envision their growth opportunities, make friends at work, and learn every day. Keep scrolling to get the details.

Culture
Volunteer in local community
All Evolvers have up to eight hours of company-paid volunteer time per year to use through a variety of volunteer opportunities.
Partners with nonprofits
Evolve partners with nonprofits nationwide to work together on improving the safety and health of homes by providing essential home repairs and modifications in underserved communities.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Hybrid work model
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Evolve offers short-term disability and long-term disability insurance through Prudential, 100% paid by employer.
Dental insurance
Dental premiums are 100% employer paid dental for Evolvers and highly subsidized for dependents.
Vision insurance
Vision premiums are 100% employer paid for Evolvers and highly subsidized for dependents.
Health insurance
Evolve offers high-deductible health insurance coverage at no cost to Evolvers and PPO Mid and Choice Plan Options with low premium costs.
Life insurance
Evolve offers life insurance through Prudential as well as a Long Term Care plan through CHUBB.
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Evolve offers an Employee Assistance Program which offers 8 free counseling sessions, eldercare resources and referrals, and pet care resources and referrals.
Abortion travel benefits
Evolve offers Medical Travel benefits to all Evolvers.
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Bonuses are offered to Evolvers at select levels of employment.
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Evolve partners with Kinside to support Evolvers with Childcare needs.
Generous parental leave
Family medical leave
Fertility benefits
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Hardship benefits
Office Perks
Commuter benefits
Company-sponsored outings
Some meals provided
Company-sponsored happy hours
Recreational clubs
Fitness stipend
Employees are offered a corporate discount through ClassPass nationwide.
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available

Additional Perks + Benefits

With our continued commitment to make Evolve an inclusive workplace, we’ve invested in highly competitive, transparent salaries and high-value benefits. We know each Evolver has their own needs and lifestyle choices, and Evolve works to provide flexible options that support every individual.

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