Guesty
  • 12 active jobs (view)

  • Published: July 11, 2022
Job Type
Level of education
High school
Spoken Language needed
English
Level of Hebrew
Medium
Location of job
Tel Aviv/ Ramat Gan
How many relevant years experience do you require for the role:
More than 3 years

Description

Guesty for Hosts is a new product at Guesty designed for the vast amount of owners with 1-3 listings. The Product has a large emphasis on self service and automation.

The Head of Customer Support role at Guesty is a unique opportunity to grow a scalable, data-driven support organization built on self-service, automation and utilizing state of the art technologies.

Our team is motivated, professional and striving for excellence, and our goal is to make the customer experience at Guesty a competitive advantage in the hospitality industry, allowing Guesty to continue its growth and maintain its leadership position.

Responsibilities:

Responsibilities:

- Overseeing and growing Guesty’s CS operations for our Guesty for Hosts brand
- Managing and growing CS operations in multiple locations around the world
- Building and maintaining service and support processes and tools
- Introducing new channels of communication such as phone support and chat
- Establishing processes and best practices for servicing and supporting new products and features as they are rolled out
- Meeting KPIs for team performance while scaling the team
- Maintaining a high quality of knowledge
- Introducing self-service and troubleshooting capabilities for customers
- Introducing automation and customer experience technologies and tools.
- Recruiting and overseeing team leaders and key personnel
- Manage and execute ongoing projects as requested by the CX Management.
- Building and maintaining great working relationships with additional teams such as marketing, customer success, knowledge, product , tier3 and HR

Requirements

Requirements:

- Experience managing and growing team leaders and shift managers
- Experience managing medium to large teams (20+ people across several teams)
- Data oriented with an interest in BI and number-based decision making
- Experience providing customer service at an international or global company
- Hardworking, positive disposition
- Tech savvy with an understanding of the customer journey (company-specific training provided)
- Experience supporting B2C products- a must, with B2B products as an advantage.
- Experience in the hospitality, hotel and travel industry - a plus!
- Experience working with BPO/outsourced support - a plus!
- Fluent English
- Excellent communication skills

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