Member Support Manager, Evenings
Hotel Engine is the world’s largest Lodging Performance Network, established to create a richer, more rewarding business travel experience by connecting a global network of businesses and lodging partners. Our innovative travel-tech company is on an incredible growth trajectory and will continue to build on our strong foundations by bringing our customer obsession, data-driven problem-solving, and bias for action into every decision we make.
In December of 2021, we closed our series B funding round with a $1.3 billion valuation, and that’s just the beginning. We expect 2022 to be our best year yet.
Working hard behind the scenes building and supporting our platform are exceptional people–from our large engineering and product teams to our fast-growing sales, supplier, and member support orgs, to our data, marketing, and operations teams.
We value our individuality, and we also understand that together, we thrive. Most importantly, we know we’re not for everyone! We’re focused on finding the right people who are energized by our culture, with diverse experiences and backgrounds that will help us unlock our full potential. Complacency doesn’t live here. We’ve built a team of world-class people who really want to work with other world-class people. Click here to view our DNA, and if you like what you see, please, read on!
As an Evening Member Support Manager, you will manage a growing team of individuals with varying tenure. You will be responsible for coaching at an individual level while making sure both team and personal metrics are being upheld. This includes key performance measures around response times in chat, phone and email communication, along with case resolution. We are looking for a positive people manager who is excited to motivate and engage our Member Support team while modeling our HotelEngine DNA. Our company is quickly growing, and therefore we are looking for an individual who wants to continually elevate the overall productivity, skills and development of our teammates while highlighting and implementing opportunities for efficiency gains.
Shift:
This position is Monday – Friday from 2 pm – 11 pm, (subject to change due to business needs), with one weekend a month required as a manager on duty. Must be able to work evenings, weekends, and holidays.
Here's what you'll do:
- Be a positive force on the team while exuding a “servant leader” mindset by both helping individuals win while accomplishing project implementation and management
- Collaborate with members via phone, email and chat to manage current reservations during hours in which your team is not present
- Assist in actively managing the incoming workflow to the team by assisting and delegating daily though team huddles and slack.
- Provide individual coaching and development for a team of 4 to 6 individuals. This includes 1 on 1 meetings, call reviews, developing and coaching hospitality and customer service skills, and assisting employees in achieving/exceeding monthly performance goals
- Ensure that communication from daytime to nighttime is flawless, including training and facilitating updates for the team when changes in process and product occurs
- Motivate and engage your team by thinking outside the box, including activities such as team building events, contests, and monthly incentives
- Collaborate with other leaders across the company to develop new strategies and best practices
- Own all HR administration related to direct reports, including timesheets, PTO requests, etc.
- Conduct interviews and work with our in-house recruiting team to bring on the best of the best to join our growing team.
- Help mediate high-level customer issues
Here's what we're looking for:
- 1+ years of customer service leadership or management experience in a tech/SaaS environment strongly preferred
- Excellent people leader utilizing relationship, coaching, and retention tools
- Experience with Excel, Call Center Analytics, and Salesforce.com (CRM) strongly preferred
- Naturally inclined to a solution-based approach for issue resolution
- You are a time management guru and can work through your day, week, and month effectively.
- Forward thinker with the capacity to be creative in developing new ideas and implement proven methods for the team
- Able to work quickly and efficiently while still being thorough
- Excellent active listening skills
- People and results-driven with a bias towards action
- Eager to learn and continue personal development for the team
- Experience working in the hospitality industry or the travel tech industry a plus!
Cash compensation:
- The total cash compensation for this role is $70,000 - $80,000/year. Final offer amounts are determined by multiple factors, including prior experience, expertise & may vary from the amount above.
Remote opportunities:
- This role is eligible for remote work. Hotel Engine is authorized to do business in AZ, CA, CO, CT, FL, NC, NY, NJ, PA, SC, TN, TX, UT & WA. If you are not located in or able to work from a state where Hotel Engine is registered, you will not be eligible for employment. Please speak with your recruiter to learn more.
Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than day-to-day responsibilities. Hotel Engine has been recognized on Built-in Colorado’s Best Places to Work list 3 years in a row (2020-2022) for our positive culture and robust growth opportunities.
As a company, we’re also dedicated to giving back to our greater community, and have comprehensive corporate social responsibility programs supporting community, social justice and environmental causes. In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:
- Competitive base salaries
- Annual performance bonuses
- Stock options for all associates + performance-based stock options
- Insurance benefits including medical coverage (with a plan available at no cost to employees) + 100% paid dental and vision insurance
- 401(k) plan with a match program
- Unlimited PTO + 2 paid days each year to volunteer with your favorite non-profit
- Paid parental leave and family medical leave
- Hotel discounts through our exclusive platform
- The ability to make a real impact in an incredibly fast-growing organization; you’ll never be just another cog in the wheel.