Director, Customer Resolutions

| Greater Denver Area

The Position

Evolve is seeking an experienced and disciplined customer service and hospitality pro responsible for leading our expanding Customer Resolutions Team. Our new Director, Customer Resolutions will embrace our mission of making vacation rental easy for everyone, and live up to the amazing culture and values that make working for Evolve truly special.

The Customer Resolutions team serves as the go-to for guidance and support for homeowners and travelers reporting on-site or post-checkout incidents. The team is willing to do what they can to make the situation right in the customer's eyes with the hopes of creating customers for life, one experience at a time.

The Director, Customer Resolutions will be accountable for the overall customer experience, hitting and exceeding customer response SLAs, satisfaction scores, and the alignment of company strategy. You will also be responsible for maintaining high team morale while managing to a budget. The ideal candidate will have a proven track record of building and leading a customer service organization that handles challenging customer situations. Strong business acumen and a deep understanding of how customer service functions within a large and rapidly growing company are essential to success in this role.

Responsibilities

  • Continue to meet and exceed high customer service levels
  • Coach, mentor, and lead our growing Customer Resolutions organization (currently 20+ team members)
  • Handle escalated calls/issues to ensure complicated service situations are handled with care
  • Work closely with Evolve’s Support, Product, and Operations teams to ensure alignment of priorities
  • Identify additional opportunities to improve service levels for customer interactions
  • Develop key metrics to assess and drive individual and team performance, including incentive programs
  • Manage the hiring plan to create a best-in-class team in alignment with company growth goals and budget
  • Determine areas for improvement and implement the right tools, structure, resources, and processes to set your teams up for success
  • Foster a culture of over-achievement by challenging and inspiring our Customer Resolutions leadership team to surpass expectations
  • Work closely with Executive Leadership to establish strategy, goals and budget
  • Leverage analytics to develop strategy, determine needs, and create actionable insights around key issues like customer satisfaction and operational efficiency

Qualifications

  • Direct experience successfully leading service in high-growth environments
  • 5+ years of management experience
  • High-energy, results-driven, proactive leadership style
  • Aptitude to quickly pivot strategy to align with the changing needs of the company
  • Strong foundation in business fundamentals and the way that service functions within them
  • Proven ability to effectively build, manage, and maintain a balanced budget
  • Desire to operate in a fluid environment and embrace changes as they arise
  • Passion for travel, hospitality, and technology

A Little About Us

Evolve Vacation Rental Network is a next-generation vacation rental management company that provides homeowners with maximum rental income and unrivaled flexibility for a fee of 10% per booking − the lowest cost in the industry. Evolve currently services more than 9,000 vacation rental properties in over 500 markets across North America.

The company has raised over $100M in investment capital from world-class investors like T. Rowe Price, Allen & Company, and Annox Capital to accelerate market leadership in the managed services sector of the vacation rental industry.

Benefits

  • An unparalleled opportunity with an early-stage, growth-oriented company with global leadership potential
  • Autonomy to develop a strong and diverse customer support organization
  • Support from an outstanding and high-performing team
  • Great colleagues and team culture
  • Health/dental/vision insurance
  • 401K retirement savings plan
  • PTO
  • Free fitness center access
  • Further career advancement opportunities

Evolve Vacation Rental Network is an equal opportunity employer.

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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 Network

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 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 Network Perks + Benefits

Evolve Vacation Rental Network Benefits Overview

Benefits - You’ll receive competitive pay, a health insurance package that includes dental, vision, life and disability coverage. Evolve also offers a 401(k), pre-tax commuter discounts, and equity in the company.

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.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences

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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