Director, Customer Service
United States, United States
Travel & e-commerce – TX Delivery Management /
Full-Time /
THE ROLE
The Director of Customer Service is responsible for delivering world-class highly customer-centric support and services through operational excellence and technical product solutions. Collaborate closely with revenue leaders and service delivery vertical leaders to drive continuous improvement and scale the customer service function by automating service functions in the app along with operating an agile customer contact center. Act only with the customer’s best intentions in mind and hold their trust in the highest regard. The Director of Customer Service acts as the utmost subject matter expert and authority on customer service for the business unit and runs the daily operations of the business unit’s customer contact center.
The key domains of the role can be broken down into two distinct areas:
- Service journey design and product innovation
- Contact center management
SERVICE JOURNEY DESIGN AND PRODUCT INNOVATION:
- Design the service journey in long form. See around the corner to create compelling customer service outcomes 12+ months down the line by taking into account Hopper’s growth, product roadmap and top line customer service KPIs.
- Lead customer service product innovation. Uncover new areas of opportunity for self-serve post-ticketing automation and product development improvements using data, writing business cases and narratives to support your findings, executing operational opportunities quickly.
- Participate in product development. Product development starts long before engineering. Ask questions, provide data-backed feedback on ideas, business cases and non-technical documentation at each stage of the process for the teams to negotiate features and requirements that impact customer service at every step in the product development lifecycle.
- Grow revenue and lower costs. Generate revenue through providing services that customers value and solutions that are cost effective.
CONTACT CENTER MANAGEMENT:
- Build a culture of performance management. Hold the air ticketing and support teams to high standards through the implementation of agent performance management using customer service SLAs as the north star.
- Maintain cultural alignment. We want autonomy between business units but not to operate separate cultures entirely. So the director of customer service must ensure that there is cultural alignment between the customer-facing teams and others inside the verticals and ultimately between the business unit and the organization at large.
- Facilitate speed and autonomy. Write and develop new standard operating procedures that can be used by the Travel Marketplace business unit and elsewhere inside the organization to further advance our product-development capabilities.
- Act as the coordination layer. Horizontally between verticals within the business unit to ensure that the groups are productive and working towards shared objectives. Also, with the leaders of other business units and especially with the support-led Platform business unit to ensure that company-wide technology outcomes, workforce management, learning, quality and operational best practices are being leveraged for the best possible outcomes for customers.
AN IDEAL CANDIDATE HAS:
- Demonstrable experience working in a multi-channel contact centre operational leadership role, specifically in the Online Travel Agency and SaaS space
- Experience scaling customer service to meet ambitious operational goals and targets leveraging technology, process and people. Previous experience managing distributed teams and managing vendors is crucial.
- Extensive knowledge of contact center operations in a holistic and comprehensive way (vendor contracting and management, FTE capacity planning, recruitment, training, routing and performance management)
- Experience establishing clear KPIs and processes for reporting on SLAs and leverage analytics to empower data-driven decisions
- Familiarity with flights/lodgings/hospitality industry
- Figure-it-out, get-it-done attitude
More about Hopper
At Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel better and save more on their trips.
The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. Ranked the third largest online travel agency in North America, the Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70% of its users being Gen Z and millennials.
While everyone knows us as the Gen Z and Millennial travel app, Hopper has evolved to become much more than that. In recent years, we’ve grown into a global travel agency and travel fintech provider that powers some of the world’s largest brands.
Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada and many more.
Here are just a few stats that demonstrate the company’s recent growth:
Hopper sells billion worth of travel and travel fintech every year. In 2023, over 1.3 billion trips were planned through the Hopper app and our HTS partnerships.
Our fintech products – including Price Freeze, Flexibility for Any Reason and Flight Disruption Assistance – have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no-questions-asked resolutions.
Almost 30% of our app customers purchase at least one fintech product when making a booking; and consumers are 1.6x more likely to repurchase if they add fintech to their booking vs if they booked just travel.
Given the success of its fintech products, Hopper launched a B2B initiative, HTS (Hopper Technology Solutions), which represents more than 50% of the business.
Through HTS, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory on their direct channels. As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders. Other HTS partners include Air Canada, Uber, CommBank, Nubank, Flair Airlines with many more in the pipeline.
Featured in Apple’s Best of the App Store list of Essential Travel Apps in 2023 and recognized by the likes of Fast Company’s Most Innovative Companies, Hopper has been downloaded over 120 million times and continues to have millions of new installs each month. Hopper is now the #3 largest online travel agency in North America and 70% of our app customers are Gen-Z and millennials travelers.
Hopper has raised over $750 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. Hopper is primed to continue its acceleration as the world’s fastest-growing mobile-first travel marketplace.
Come take off with us!
