Manager of Customer Support

Travelers Haven is on a mission to revolutionize the short-term housing space by offering the first ever workforce housing on-demand solution. We help individuals, businesses and organizations with traveling professionals find housing that meets their specific needs, filling the housing gap for America’s essential nomadic workforce. 

If you are inspired by innovation, helping others, and using your talents to make an impact, all of us at Travelers Haven can’t wait to meet you. Together we are disrupting an entire industry by serving traveling workers across the nation. Be a part or our vision to support those that serve critical needs across our country, and therefore impact millions of lives each year. 

Hiring rate/range: $75,000 – $85,000, with a discretionary incentive bonus at an annual target of $10,000.
Actual compensation offer to candidates may vary from posted hiring range based on geographic location, work experience, education, and/or skill level. The pay ratio between the base and target incentive (if applicable) will be finalized at the offer.

Work Location: Our Denver office is open, and we require all local staff to be in the office a minimum 2 days per week.

Work Schedule: Monday-Friday, Salaried role. Overtime may be required on occasion to support business need. Additionally, managers in this role are assigned to be backup on-call support for hours outside of typical office hours for 8-10 weeks throughout the year. 

Summary/Objective: 

As a Manager of Customer Support, you will manage and run a talented team of Customer Support Specialists who provide an exceptional customer experience from customers’ move-in through their successful move out, inspiring repeat business. As an ideal candidate, you’ll have a strong operations and customer service background and will exude our company value of “Customer Comes First.” Primary responsibilities include, but are not limited to handling stay experience escalations, improving processes with Notice to Vacates (NTVs), stay extensions, and lease breaks, building, onboarding, and developing your Customer Support direct reports, performing regular 1x1s, leading daily huddles, keeping track of KPIs and holding your team accountable to those KPIs, and working cross-departmentally with leaders throughout the organization on process improvement initiatives.

Your success will be based on your ability to exceed client level SLAs, ensure quality standards are met, handle escalations that arise, monitor and evaluate the performance of your team, and manage the flow of product requests to the Project and Development team. You must possess strong judgment and the ability to understand the quality standards Travelers Haven sustains including company revenue goals and client service values. The ideal candidate will have high empathy, seasoned soft skills, a positive outlook, and a sense of urgency, but will remain calm under pressure. You will have a direct impact on customer satisfaction through your ability to engage, motivate, and coach your team to success.

Responsibilities:  

• Manage and develop a team of Customer Support Specialists, providing coaching and support to ensure an exceptional customer experience. 

• Identify, initiate, and develop strategic process improvements internally to ensure we provide the best service in the industry. 

• Track KPIs for the team daily to identify areas of improvement and potential trends. 

• Ensure client’s service levels are met and help your team inspire repeat business.

• Act as an escalation point for your team when difficult situations with properties and clients arise, and for internal teams regarding team output and process improvement.

• Oversight of move-out procedures to ensure KPIs are met. 

• Create, implement and monitor processes that align to financial strategies and goals. 

• Assist your team with successfully handling move-out procedures including NTVs, extensions, guest switches, and lease breaks, continually improving processes and SOPs. 

• Utilize strong customer service skills and professional communication when unexpected issues occur, de-escalating the situation and finding mutually beneficial solutions. 

• Determine the fastest and most cost-effective way to create positive outcomes for clients, communicating clearly with all parties involved.

• Run daily stand ups to focus the team on key initiatives and priorities, as well as answer questions for the team.

• Conduct regular 1:1s, as well as performance evaluations that are timely and constructive. 

• Oversee staffing needs needed to hit your team goals, including conducting interviews, creating onboarding plans, and training new hires. 

• Create and implement SOPs and training for current team to prevent recuring issues, reinforce standardization of the processes, and grow their skills. 

• Provide insight to the product, project, and operations managers as they work on new initiatives that have an impact on Customer Support. 

• Influence and oversee changes to improve client and customer experience.

• Work cross-departmentally to implement and monitor new initiatives to help grow the business. 

• Work with on-call team lead to ensure team is set up for success. 

• Create a team environment with highly engaged associates and career advancement. 

 
Essential Functions: 

• Must be able to use a computer, keyboard, and mouse for up to 8 hours per day* 

• Must be able to sit or stand in a stationary position for up to 8 hours per day* 

• Must be able to communicate via email and phone for up to 8 hours per day* 

• Must be able to work effectively in an environment where distractions are possible* 

*Essential functions may be performed with or without reasonable accommodation 

Required Education & Experience: 

• Bachelor’s Degree in Business Management or Administration preferred (or equivalent work experience). 

• 4+ years of customer service experience. 

• 2+ years of customer service management experience. 

• Ability to influence others and establish accountability. 

• Analytical and creative problem-solving skills to resolve issues. 

• Strong, professional written and verbal communication skills.

• Ability to empathize with guests and deliver exceptional customer service. 

• Thorough attention to detail and organizational skills. 

• A sense of urgency to complete deliverables in a timely manner. 

• Excellent negotiating and relationship-building skills. 

• Experience with Salesforce, or similar CRM.

• Proficiency in MS Office Suite. 

• Experience in hospitality or relocation a plus. 

Supervisory Responsibilities:  

• 4-8 direct reports, associate and team lead level 

EEO Statement: 
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, protected statuses). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer: 
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

We recognize that financial rewards and great benefits are important aspects of an ideal job. Here’s what we offer:

• Unlimited Vacation Time
• Paid Sick Leave
• Paid Holidays
• Paid Parental Leave
• Paid Wellness Days
• Medical, dental, vision & supplemental insurance
• 401k plan + Employer Match
• Life Insurance
• On-site gym
• Employee Assistance Program
• Deeply discounted hotel rates
• Regular team-building events and outings
• Flavored sparkling water on tap
• Arcade games, golf simulator, and more
• Collaborative workspaces with adjustable sit-stand desks
• Breathtaking views of the Rocky Mountains and Downtown Denver
• Company Paid Parking