Associate Customer Experience Manager

At Blueground, our vision is to make people feel at home wherever they choose to live. For us, that means ensuring our guests have the peace of mind, flexibility & confidence they need to explore life's latest adventure.

We've grown a lot since our founding in 2013, having raised more than $258m+ in funding, to date -- and that's just the beginning. We're now hosting guests in more than 7,000 homes in 20+ cities around the world (and growing!), with an aim to hit 50 cities by 2025.

Our vision comes to life through our ways of working. For our 600+ member team located across 10 countries, we've created a culture of collaboration, inclusiveness, and opportunity.

We believe our people should have the power to choose their preferred way to work. Depending on the role's requirements, team members can choose to work full time in one of our offices, work fully remote, or choose a hybrid model between the two.

We are driven by our core values. To our team, Time is our most important resource. Excellence isn't simply a standard, but an exciting way to look at life. We Care deeply about our guests and colleagues. Our relationships are built around Transparency, which builds trust and improves communication.

We're shaping the future of living, and we want you to be part of that journey.

We are looking to recruit an Associate Customer Experience Manager role based anywhere in the USA. As an Associate Customer Experience Manager, you will find solutions to the stickiest, most unique challenges faced by our guests and our team. Additionally, you will grow and develop internal and outsourced CX Operations team members.

What you will focus on:

• Manage, coach, train, and develop Customer Experience Team members to extend their individual skills and achieve departmental objectives
• Handle client disputes, escalations, guest cases, and phone calls that require management intervention
• Collaborate with cross-functional teams to drive continuous process improvements and deliver a world-class support experience
• Be a subject matter expert (SME) on your teams' processes and Blueground policies
• Be responsible for planning, scheduling, and shifting for your team ensuring all Service Level Agreements and departmental Key Performance Indicators are met
• Build performance and continuous improvement action plans and work with CX Manager and General Manager to execute them against clear objectives
• Execute Quality Assurance audits to ensure high quality of work and feedback on any improvement opportunities back to the team
• Work closely with outsourced teams and support them in achieving departmental and city-specific goals
• Be responsible for any other action plans, initiatives, or actions delegated by CX Management to drive continuous improvement in our guest or employee experience

Requirements

• 2+ years experience managing teams in a service environment preferred
• People-first mindset. You thrive in collaborative environments and enjoy problem-solving with your or other cross-functional teams
• Knowledge of customer experience data and tools and ability to implement best practices in a customer-centric and data-driven way
• A strong communicator (written and verbal). You can craft compelling and concise messages to explain concepts and provide feedback in a positive-active manner
• Exceptional prioritization and organization skills and the ability to multi-task competing priorities
• Ability to coach and mentor others to achieve expected outcomes

Benefits

Your benefits:

• Competitive compensation & annual bonus
• Blueground Stock Option Plan
• Laptop stipend & monthly mobile plan reimbursement
• Flexible PTO
• Competitive Health insurance (Medical, Dental and Vision), along with complimentary access to wellness perks like Health Advocate, One Medical, Teladoc Virtual Health & mental health therapy through Talkspace
• 401k retirement plan
• Paid maternity/parental leave benefits for new parents
• Complimentary accommodation in Blueground locations. Think summer in Greece and winter in Dubai!

At Blueground we are proud to have Diversity and Inclusion at the center of everything we do. We are committed to Equal Employment Opportunity regardless of race, color, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity, or religion.