United States Operations /Full-time /Remote
Customer Experience Supervisor
Peerspace invites people to find, share, and book the most magical spaces in the world. Since 2014, our community has been opening the door to thousands of spaces - from lofts and mansions to storefronts and studios - helping people to create one-of-a-kind experiences that would not be possible elsewhere. In total, over 5 million people have been welcomed into a Peerspace location, and we're looking for people who want to help us reach the next 50 million.
Key Responsibilities:
- Ownership over one or more ongoing strategic areas of CX (i.e. Dispute Resolution, Learning & Development, Customer Outreach)
- De-escalate and mediate disputes between users and other escalations
- Provide clear, concise, and helpful guidance/responses to time sensitive escalations, applying guidelines and discretionary decision making
- Provide regular performance feedback and provide career development opportunities for team members
- Drive team to meet and exceed metric expectations
- Help with the distribution of work, including working in the queue when needed based on volume
- Ensure employee engagement by developing a trusting, accountable team
- Help plan training sessions
- Determine best tools available for team success
- Develop processes & guidelines to help ensure consistent processes are followed by all team members
- Proactively identify and provide solution-based recommendations for improvements to current team processes
- Run weekly KPI reports, analyze results, and provide improvement recommendations based on data trends
- Assist in retrospective investigations of escalations
- Cross-functional collaboration across the organization
- Present in team and all-company meetings
Skills:
- Problem Solver
- Excellent written and verbal communication with attention to detail and grammar.
- Strong critical thinking skills
- Excellent ability to multitask and delegate
- Able to inspire & motivate
- Working knowledge of:
○ Google Drive, including Sheets & Slides
○ Zendesk and Intercom
○ SQL
- Able to work independently and provide guidance in place of manager when needed
- Thrives when providing guidance/help others
- Able to proactively identify solutions to areas that would benefit from process improvement
- Able to create a clear process from scratch
- Able to generate and analyze reports, and provide recommendations based on data trends
- Energized by investigating issues
- Sense of humor and enjoy working with others
- Consistently and objectively apply guidelines and comfortable with discretionary decision making when faced with difficult decisions
- 3+ years experience in Customer Service/Support/Experience
The annual salary range for this role is $73,000 to $78,000. The actual salary will vary depending on experience, skills, and abilities as well as internal equity and market data.
Working At Peerspace
Peerspace is proudly certified as a Great Place to Work™ and we're a remote first company with team members located in cities around the globe. Beyond competitive salary and equity compensation, we provide a range of benefits and perks, including:
● 100% employee coverage of medical, dental and vision insurance
● $500 annual professional development allowance
● Discount on all Peerspace bookings
● Laptop, high res display, and stipend to setup home office
● Monthly cell phone and internet credit
● Coworking membership if needed (in lieu of home office)
● Access to the Peerspace network of inspiring spaces to do your best work
● Flexible take it as you need it time off policy
● Wellness Fridays observed company wide
● Biannual in-person, all company offsites and team-building events (in Peerspace locations, of course)
Diversity
At Peerspace, we're dedicated to creating a team that's diverse, equitable and inclusive. Our workplace is a space where all team members are empowered to blaze their own trail, make things happen, and take pride in their work. We believe bringing people together from different backgrounds and identities makes us stronger and better serves the Peerspace community. We'd especially like to encourage applicants from different backgrounds, locations, and experiences.
