Customer Support Trainer at Evolve Vacation Rental

| Greater Denver Area
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The Position

One of Evolve’s core values is Learn Every Day and we are looking for a Customer Support Trainer to help drive the growth and success of our customer support team. As our Customer Support Trainer, you’ll contribute to Evolve’s Learning and Development strategy by equipping our Owner Support and Guest Experience teams with the knowledge, skills, and information to deliver an exceptional hospitality experience for our customers.  From creating and delivering various training and learning solutions to maintaining an up-to-date knowledge base related to customer support processes and policies, you’ll help enable a learning strategy focused on impact and outcomes. We are looking for a highly organized individual who can both collaborate effectively and work autonomously when needed. In this role, you’ll have the opportunity to build a learning brand by  facilitating an exceptional adult learning experience, coordinating all customer support training logistics, help Evolvers continue to learn every day, and bring Evolve closer to becoming the most trusted hospitality brand in vacation rental. 


In this role you will:

  • Own the new hire training process for our customer support organization, enabling new Evolvers to be successful from day 1, including scheduling and facilitating instructor-led training and coordinating all logistics
  • Develop, maintain, and facilitate learning content related to Evolve hospitality, customer support policies, and internal processes
  • Organize, develop, and maintain internal customer support training resources, as well as supporting any additional training as needed
  • Facilitate relevant and engaging ongoing skill sessions to support continuous development
  • Contribute to Evolve’s peer to peer learning culture by supporting our efforts to train the trainer and maximize the impact of learning and development
  • Work with relevant people leaders to assess training needs, continually improving learning efficacy and learner engagement
  • Implement innovative training that is rooted in adult learning theory and maintain knowledge of best practices
  • Collaborate with cross-functional stakeholders to ensure our customer support training programs are exceeding the needs of our Owner Support and Guest Experience teams


What makes you a great fit:

  • 3+ years of experience in training and facilitation, specifically working with adult learners; hospitality and/or customer support experience preferred
  • Proven success as a trainer or facilitator in a blended learning environment, with experience leveraging eLearning tools (e.g. LMS, content authoring software) 
  • Exceptional communication and facilitation skills
  • Ability to multi-task in a fast-paced and dynamic environment, demonstrating a sense of alignment, ownership, and ownership 
  • Ability to build strong relationships and effectively influence others
  • Ability to prioritize and work independently with the ability to meet deadlines while maintaining the flexibility to pivot based on organizational changes and learner needs
  • Working knowledge of adult learning theory and techniques
  • Passion for hospitality and inherent motivation to help others
  • Salesforce experience a plus
  • Believe in and embody Evolve’s core values


A Little About Us 

Evolve makes vacation rental easy for everyone. Our fresh approach to vacation rental management offers homeowners a better way to generate rental income and provides travelers with the industry’s best booking experience. 

Thanks to a strong work ethic and an unapologetic passion for hospitality, we now support over 14,000 properties in over 500 markets across North America. We enjoy earning each guest and owner's business - all while having some fun along the way.

Values mean more to Evolve than just bullets on a page. They drive our daily decisions and impact how we work as a hospitality company. Which value sounds the most like you?

  • 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


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
    • PythonLanguages
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

We're conveniently located in Downtown Denver offering easy access to the RTD Light Rail, as well as great restaurants, cafes, and coffee shops!

An Insider's view of Evolve Vacation Rental

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 Vacation Rental Perks + Benefits

Evolve Vacation Rental Benefits Overview

Benefits - You’ll receive competitive pay, and health insurance packages that include 100% employer paid HDHP, dental, vision, life, and long-term disability coverage. Supplemental benefits are also available in addition to 401(k) match, commuter benefits, equity in the company, military leave, and travel perks.

Lifestyle - We embrace work-life balance so we offer PTO and paid sick days. To encourage a healthy lifestyle, Evolve offers free access to an onsite fitness center and bicycle storage.

A Voice - Our innovation framework encourages you to pitch ideas and make real changes at Evolve. Employees are the driving force behind internal process improvements.

Career Growth - We are committed to creating growth opportunities for every employee at Evolve. Our leadership and management teams are dedicated to developing top talent who have a true earn-it mentality!

Community - It’s easy to make friends at Evolve, and we work hard to keep our community strong. There are two monthly all-company sessions as well as company-sponsored events throughout the year.

Transparency - Every month, our co-founders tell us how the company is performing, explain where we’re headed next, and recognize team members for jobs well done.

Hands-on Education - We learn every day, and we expect you to, too. We can’t wait to hear your ideas for how to improve Evolve, and we’ll gladly help you access the resources and develop the skills and you need to reach your career goals.

Culture
Volunteer in local community
There are a variety of volunteering opportunities at Evolve, including an all-company Care Week which helped us donated over 900 hours in 2019.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Our [email protected] groups bring together Evolvers with similar interests, ranging from volunteering, wellness, inclusion, and more.
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

We maintain a tremendous work ethic and an unapologetic passion for customer service. We focus on hitting measurable results, on time. The next time you hear "that's not my job" at our office it will be the first.

You will, however, find us collaborating in booths throughout the office and showering each other with shoutouts in team huddles. And when we’re not laser focused on the work at hand, we can be found enjoying lunch breaks in our plaza or snapping pictures of our amazing views of the Rockies.

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