Filled
This offer is not available anymore

Director of Customer Service Operations in Barcelona

Hostmaker

Workplace
Onsite
Hours
Full-Time
Internship
No
Share offer

Job Description

We are Hostmaker – nice to meet you!

Hostmaker is a Series B funded fast-growing business backed by institutional funding from technology, hospitality and real estate investors. We have scaled rapidly in just five years across major international destinations with offices in London, Paris, Cannes, Rome, Florence, Barcelona, Madrid, Lisbon, Bangkok, Kuala Lumpur and more to come!

We are revolutionising the homestay experience through our end-to-end property management service, providing everything from thoughtful interior design to attentive hotel-style services. Not only do we offer memorable stays, we utilise our strength in dynamic pricing to deliver superior yields for property investors, landlords with multiple properties, and even individual homeowners.

We are an excited bunch as we've come in at #3 on Deloitte's UK Tech Fast50 2018 and named as one of the 100 European start-ups to watch in 2019! Being recognised among such dynamic peers means the world to us, though we are still keeping our focus firmly on our mission of unlocking the potential in every home.

Our Culture

Our culture is important to us. We are a diverse bunch; the pigeons who flock here are curious, creative and determined to go beyond the brief for our hosts, guests and for each other. We aim to create the best environment possible for them to let their talent shine through.

Duties & Responsibilities

Hostmaker Guest Relations and Client Services team is the driving force providing a stellar and smooth experience to our guests and Hosts. We offer 24/7 services and our ability to support guests during their stay is remarkable managing thousands of interactions daily. The Director of Customer Service Operations will lead our Guest and Host Relations team globally setting up contact centres and defining what Customer Service is at Hostmaker.

You will:
  • Own the customer service operations from location/office selection to recruiting, hiring, and developing a global stellar team
  • Manage a team of 50 customer success representatives across 9 markets
  • Define and oversee the hiring and on-boarding of new team members who will quickly become strong individual contributors
  • Set department-level goals, including churn reduction, user adoption, support resolution, customer satisfaction and team growth/development
  • Work with our operations teams around the world to make sure our guest experience is as smooth as possible
  • Develop coaching and performance management approaches for an expanding team
  • Maintain and develop a deep understanding of our products and industry knowledge to be able to guide your team through difficult customer engagements
  • Lead customer meetings and user feedback loops
  • Partner closely with Host team (sales and retention teams) to align goals and incentives for the overall health of Hostmaker's business
  • Focused on continuous process improvements with a defect reduction methodology like six sigma.
  • Lead global initiatives to drive operational excellence with data and insights
  • Furnish plans and updates regarding customer service to the company, including frequent interactions with the executive team
Who are you?
  • 8+ years of progressive experience in a customer service function
  • You possess a strong academic background with at least a Bachelor's degree
  • You are obsessed with customers and ensure to create a seamless and delightful experience
  • You have a track record of building and retaining exceptional customer service teams
  • You are excited by our mission to unlock the potential of very home in an exciting market
  • You are a commercial whizz and have a track record of building successful products that create value and make an impact
Pigeon Perks

A few of the many perks of joining the Hostmaker team:
  • A fast-growing Series B-stage company full of bright, engaged pigeons who'll keep you on your toes everyday!
  • Investors that believes in our mission!
  • No mega-corp fluff: we focus on results, not face-time
  • Competitive salary
  • Bonus entitlement
  • Annual Hostmaker home travel allowance (we're now in 11 cities across Europe and Asia so your next holiday is sorted!)
  • Generous holiday allowance
  • Cycle to work scheme
  • An incredibly talented team who can teach you anything from baking the perfect cake to learning javascript frameworks!
Compensation Details
  • Competitive salary and stock options
  • A fast-growing startup full of bright, engaged folks who'll keep you on your toes every day
  • A supportive investor group that believes in our vision
  • Discounted Airbnb travel
  • Discounts at Hostmaker homes (we're now in London, Rome, Paris, Barcelona, Florence, Madrid, Cannes, Lisbon & Bangkok ! More cities opening this year)
  • Phone and phone contracts are included

 

About Hostmaker

  • Hospitality

Hostmaker company page is empty
Add a description and pictures to attract more candidates and boost your employer branding.

Other jobs that might interest you...