Manager, Overnight Customer Support at Evolve

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Evolve is a hospitality company with a mission to make renting a vacation home easy for everyone. Thanks to an unapologetic passion for hospitality, we now support over 15,000 properties in over 750 markets across North America. We enjoy earning each guest and owner's business - all while having some fun along the way. 

Evolve has a flexible working environment so teammates can work remotely from their home office in the Dallas–Fort Worth–Arlington area. 

Why this role

As a Manager for the Overnight Customer Experience Team you will serve as a manager and leader of the Team. This role is pivotal in Evolve’s 24/7/365 customer support as an expert on all processes and procedures for the day-to-day of the Team, as well as a coach and mentor for the Team. As the go-to for all support, questions, and escalated cases from the Team, this role provides a unique opportunity to lead a Team with autonomy, and an opportunity to challenge your own skills to develop yourself into a stronger leader. You will lead the Team through the nightly operations, keep the team aligned on objectives, perform a night audit to determine priorities, and complete administrative duties related to your Team. The perfect candidate reflects Evolve’s core values, leads by example, and serves their Team with professionalism. This role requires strong leadership skills, communication skills, and a high degree of emotional intelligence. Guidance from Senior Leadership will be provided, but you will be provided with the autonomy to make real-time decisions to serve your Team.

What you’ll do

  • Oversee the operations of the Team to ensure goals and service-level agreements (SLAs) are met or exceeded
  • Lead and support a Team of 10-15 direct reports with a servant leadership approach
  • Coach and develop the conflict resolution, hospitality, and problem-solving skills of the Team
  • Manage the performance of the Team using qualitative (hospitality) and quantitative (service) metrics
  • Analyze data to inform decision making and identify potential opportunities
  • Make and support decisions that impact Evolve’s vision of becoming the most trusted brand in hospitality
  • Cross-functional collaboration and project management to develop new strategies and initiate best practices
  • Keep the team aligned on company goals and department objectives
  • Create consistency and efficiency by developing and implementing playbooks focused on how to operationalize hospitality
  • Recognize when the Team needs help with a “roll-up your sleeves” mentality; taking initiative to reach out, listen, and support
  • Lead by example, exemplying Evolve’s core values, utilizing a hospitality mindset, analytical thinking, and emotional intelligence
  • Proactively monitor queues, cases, and emails to identify issues and prioritize in the most expedient fashion, and delegate appropriately
  • Motivate and engage the Team by thinking outside the box, including Team and performance building activities during and outside of work hours, with the purpose of building and maintaining strong, collaborative relationships
  • Administrative responsibilities related to direct reports, including: schedules, payroll, PTO requests, performance tracking, etc.

What makes you a great fit

  • You have 1+ years of leadership experience with responsibility for leading people (recruiting, training, performance management, professional development) with an organization known for its excellent customer experience
  • You have a growth mindset, thriving on challenges to develop yourself and the Team
  • You have a servant leadership mindset with a passion for hospitality (elevating and supporting others)
  • You are passionate about developing highly-engaged Teammates to become their best selves, contributing to individual, team, and company objectives
  • You have a high level of resiliency, and thrive under pressure in ambiguous, complex, and quick-changing environments
  • You have strength of judgment, temperance in your actions, goodwill towards others, and the courage to take on anything
  • You are able to work with a diverse group of stakeholders, using your strong organizational and communication skills to achieve objectives and alignment
  • You welcome with open arms the opportunity to be in the trenches with the Team when needed most
  • Experience with Excel/Sheets, business analytics software, and Salesforce.com (CRM) strongly preferred
  • Hospitality industry experience preferred, but not required
  • This position supports our Teammates overnight (between the hours of 8pm and 8am) and requires flexibility including swing shifts (AM + PM), weekends, and holidays to support all of our stakeholders (please do not apply if this is not appealing to you)

Location

Evolve has a flexible working environment so teammates can work remotely from their home office in the Dallas–Fort Worth–Arlington area. We're Denver based and currently all working remotely.

Compensation

For this role, our annual salary range is $55,000 to $70,000.

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, including equity in the company for all Evolvers
  • 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
  • 401(k) with a 4% match that vests immediately
  • PTO, sick days, and paid Parental Leave
  • Rich learning and development program for Evolvers

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

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
    • 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

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

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 donates hundreds of hours each year.
Friends outside of work
Eat lunch together
Intracompany committees
Our [email protected] Evolve groups bring together Evolvers with similar interests, ranging from volunteering, wellness, inclusion, and more.
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Unconscious bias training
Diversity manifesto
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
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Recreational Clubs
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available

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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