Director, Customer Resolutions
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.
- 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
- 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.
- 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
- Free fitness center access
- Further career advancement opportunities
Evolve Vacation Rental Network is an equal opportunity employer.