Customer Experience Team Lead (work from home in Texas)

HotelTonight makes it remarkably easy to book great hotels at amazing last-minute rates on your mobile device, for tonight, tomorrow and next week. Our mission is to make people feel more alive by delivering the unexpected and we’re looking for a Customer Service Team Lead to help us do just that.

The ideal candidate for this team leadership position will have a wicked sense of  humor, impeccable technical and communication skills and a strong desire to lead a team of Customer Experience (CX) pros in real time through a rapid-fire environment. We’re looking for smart, kind, goal oriented people and culture leaders who are relentlessly customer focused to join our team. As a CX Team Lead, you’ll coach, motivate, and manage a team of customer support agents to ensure that they have the tools they need to help our customers achieve success with our product. You’ll also work closely with the CX management team to evaluate team performance and execute new and existing processes and policies with the goal of delivering a seamless and exceptional experience for our guests.

This is a remote work-from-home position, but you must reside in Texas. Applications without a resume and cover letter won't be considered.

WHAT YOU’LL DO

  • Lead and coach a team of 10-15 CX agents, who help guests get a great experience from HotelTonight
  • Set clear goals and directions, and provide regular feedback on team members’ performance, and develop high performing team culture Be responsible for the daily activities of your team, including phone, email, and live chat
  • Organize and run 1:1 meetings with your team; be accountable for channel specific KPI’s and CSAT scores as well as long term career development of team members
  • Maintain metrics and analysis of team performance, and provide regular reporting on in the form of written analysis and performance reports
  • Stay current on HotelTonight product developments to be able to coach your team on how to correctly answer inquiries
  • Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements

WHAT WE'RE LOOKING FOR IN YOU

  • College degree required
  • At least 2-3 years of direct people management experience, where you have led and motivated direct reports to meet metrics and goals Customer-facing experience required (retail, hospitality, online support, etc)
  • Positive attitude and winning personality
  • Excellent time management skills
  • Passion for mentorship and development
  • Solid, direct communication skills (perfect grammar and spelling)
  • Strong analytical skills with the ability to find solutions for operational and people management problems
  • Empowered decision making ability; awareness and sensitivity to financial implications of all decisions
  • Ability to work well in an open, collaborative team environment
  • Proven capability of responding readily and flexibly to changes

WHAT YOU'LL GET FROM US

  • A full time job with benefits!
  • Fast-paced work environment where every member’s input is needed and valued
  • Opportunities for advancement and a true career opportunity, not just a job
  • Work from your home!
  • No cost for health, dental and vision health care plans for employees, and we have a great discount on family plans too
  • Options to contribute to FSA/HSA, 401(k) plans10
  • Paid vacation days to start (and more after your two year anniversary with us)
  • 6 paid sick days so you can focus on getting well when you need to
  • $500 in credits every quarter to use on our app!$
  • 50/month internet stipend to help offset the costs of high-speed internet
  • Stock options at a thriving San Francisco based company funded by top investors



Meet Some of HotelTonight's Employees

Deyola A.

Regional Manager, Florida, Mexico, & Caribbean

Working as part of the Supply staff, Deyola leads a regional team in finding and acquiring top-notch hotels for HotelTonight users in the Florida, Mexico, and Caribbean regions.

Jatinder S.

Director, Platform Engineering

Jatinder and his Platform Team build and maintain state-of-the-art software to make sure HotelTonight’s platform operates at peak performance and delivers the most relevant hotel options to its customers wherever they are in fractions of a second.


Back to top