About the Opportunity

As the Central Support Manager, your main responsibility is ensuring our Central Support Agents provide excellent support to internal constituents and external customers. You lead a team of Central Support Agents, both full-time employees and contract workers, motivating them in our goal for excellence. You build operational standards, while strengthening team culture, driving owner happiness, and promoting the success of your team.

What you will do

• Oversee day-to-day operations of the Central Support team, including triaging owner requests, addressing tickets, and providing support to Central Support Agents.
• Coach and mentor team members with a focus on professional development and proactive problem-solving.
• Monitor the quality of interactions and provide coaching and feedback to team members, ensuring accountability to team standards and expectations.
• Partner with the Director of Central Support to develop metrics that measure the growth and performance of the team; provide regular reports.
• Cultivate an environment in which team members are engaged and performing strongly.
• Gather and summarize relevant data, suggesting improvements in tools and processes that will increase the team’s efficiency and effectiveness.
• Build and monitor the schedule of Central Support Agents to ensure 24/7 coverage, partnering with the Director to optimize staffing based on volume projections and market growth.
• Ensure your team is meeting or exceeding established service level agreements and guidelines.
• Assist our owners with a variety of requests including reservations, inbound calls/texts, problem resolution, work order management, and proactive communications for 5-10 hours/week, in addition to taking escalations as needed.
• Utilize strong de-escalation and problem-solving skills to assist our owners.
• Investigate and strategize shortfalls, issues, and complaints in current processes in partnership and collaboration with the Director of Central Support.
• Partner with cross-functional leaders and Market Operations on initiatives to improve owner experience and increase frontline capacity.

Who you are

• 5+ years of professional experience in customer experience / support operations with 2+ years of team leadership experience
• Strong sense of ownership in pursuit of delivering high quality service while meeting metrics
• Experience in examining and refining existing processes and procedures and creating new processes and procedures
• Experience using data to identify insights and drive decision-making and execution
• Collaborative and quickly develop strong, productive relationships with key internal stakeholders
• Flexible and able to deal with ambiguity under pressure
• Strong organizational, written and verbal communication, and problem-solving skills
• Ensure accountability for self and others
• Strong decision quality, able to make good and timely decisions
• Experience in hospitality service operations or residential property management preferred

Compensation

• 75-85k with equity