The Position

The Customer Resolutions team is a highly effective group focused on providing world-class service to both our homeowners and travelers in times of need. By working day-in and day-out to resolve issues our customers face, you will add value to their experience and create a positive name for our brand. Your contribution to this team will be vital in the success of Evolve by working with those clients who need our help and guidance most.

As a Manager on the Customer Resolutions team, you will be responsible for a team that has varying experience in providing customer support. You will have a wide span of responsibilities, from coaching at an individual level to running team activities and monitoring metrics along the way. You will be challenged to elevate the team’s productivity and skills with the goal of creating customers for life and inspiring your team through your approach to leadership. You will have guidance from the Director of Customer Resolutions, but the freedom to lead the team in the best way possible to reach and exceed aggressive goals.

Responsibilities

• Provide individual support for a team of 10-12 employees. This includes call reviews, developing and coaching negotiation and customer service skills and assisting employees in hitting/exceeding monthly goals
• Lead team meetings on relevant topics in the industry and Evolve as a whole
• Project management and process analysis
• Motivate and engage your team by thinking outside the box, including activities during and outside of work hours
• Collaborate with leaders on the Customer Resolutions Team as well as leaders throughout the company to develop new strategies and best practices
• Own all HR administration related to direct reports, including timesheets, PTO requests, etc.
• Monday - Friday schedule with one weekend day a month required. Occasional nights may be required based upon seasonality

Qualifications

• Four-year undergraduate degree preferred
• 2+ years of management experience preferred
• Travel industry experience is a plus
• Experience with Salesforce.com preferred
• Proficient with Excel preferred
• Natural leadership and coaching skills
• Proven ability to manage your time effectively
• Forward thinking and creative in developing new ideas and strategies for the team
• Able to work quickly and efficiently while still being thorough
• Excellent communication skills
• Results-driven
• Eager to learn and continue personal development

A Little About Us

Evolve Vacation Rental Network is a high growth, Denver-based startup that is redefining vacation rental management and we’re looking for a smart, passionate, and entrepreneurial individual to join us.

Our team is on a mission to make vacation rental easy for everyone. We provide homeowners with the easiest and most effective way to generate rental income, while offering travelers the world's best booking experience.

We're conveniently located in Downtown Denver offering easy access to the Cherry Creek Bike Path, RTD Light Rail, as well as all the great restaurants, cafes, and coffee shops the city has to offer! Oh, and we also like to have a lot of fun.

• 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.

Evolve Vacation Rental Network is an equal opportunity employer.