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.

Peerspace jobs

Customer Experience Supervisor - $73,000 - $78,000/yr