Senior Manager, Customer Support at Evolve

| Greater Denver Area
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The Position

Evolve’s Guest Operations organization is focused on providing great customer service for all of our stakeholders - - teammates, guests, homeowners, and partners. As a senior manager within the Guest Operations organization, you will lead a team of managers, with a large group of individual contributors, in the following areas: pre-arrival guest experience, reservation management, cancellations + relocations, and our emergency task force. The ideal candidate is a metrics-oriented, experienced customer service leader, who can lead and motivate a team that has varying levels of experience. 

You will be responsible for elevating the team’s productivity and skills to meet the needs of our guests in a timely, hospitable way. Generating efficiency and maintaining consistency is critical to being successful in this role. Guidance from senior leadership will be provided, but you have the autonomy to lead the team in the best way possible to reach and exceed ambitious goals. Embodying Evolve’s 10 core values in all aspects of your leadership is a must.


Responsibilities

  • Coach and mentor a team of managers and contributors while holding them accountable (this includes call reviews, developing and coaching negotiation and customer service skills, assisting teammates in hitting/exceeding team goals, etc.) 
  • Lead team and individual performance management through data-driven analysis (eg: employee NPS/engagement, Guest NPS, CSAT, MRT, First Response Time, ACP, etc.) 
  • Align team on company goals and team objectives (provide clear direction, while remaining ready and available to jump in to offer guidance, expertise, and help when needed) 
  • Create consistency and efficiency by developing and implementing playbooks focused on how to systemize amazing customer service into something predictable 
  • Guide the recruitment and development processes including interviewing, hiring, training, retaining, and succession planning 
  • Collaborate with all departments to develop new strategies and initiate best practices (while building and sustaining positive relationships along the way)

Qualifications

  • 5+ years of leadership experience in customer service operations (phone/email/chat support); direct accountability of managers is a requirement
  • Heavy emphasis on deriving insights from analytics and then driving product and process change
  • Have a successful track record in developing highly-engaged teams that deliver exceptional results 
  • Self-starter with the ability to identify, manage, and execute against top priorities
  • Excellent organizational and communication skills 
  • Welcome the opportunity to be in the trenches with the team when needed 
  • Preferred
    • Hospitality/Travel industry experience
    • Salesforce experience
  • We support all of our stakeholders seven days a week. This position requires flexibility; including evenings, weekends, and holidays (please do not apply if this is not appealing to you)

A Little About Us 

Evolve makes vacation rental easy for everyone. Our fresh approach to vacation rental management offers homeowners a better way to generate rental income and provides travelers with the industry’s best booking experience. 

Thanks to a strong work ethic and an unapologetic passion for hospitality, we now support over 10,000 properties in over 500 markets across North America. We enjoy earning each guest and owner's business - all while having some fun along the way.

Values mean more to Evolve than just bullets on a page. They drive our daily decisions and impact how we work as a hospitality company. Which value sounds the most like you?

  • 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

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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