Guest Services - Team Lead 
Location: US, CA, San Francisco 
Company profile: Airenvy’s mission is to provide lucrative yet hassle free full service short term property management all around the world. We combine the charm of your home with the amenities of a boutique hotel.Currently the short-term rental property management companies are run inefficiently thus having to charge owners 40-50% of monthly revenues. By using our pricing algorithm cross-platform listing technology out goal is to increase your rental income by 20% or more while only charging you a 12%-15% commission for providing a turnkey experience.We like to think Airenvy is creating a new way for people to become excited again about property management and love their property managers.First use case for Airenvy clients are those who want to convert their long-term rental into short-term rental so they can 1) earn more income while having the flexibility of staying in your own place when you want.Airenvy is your friend next door! : ) Our customer video! #URL_e73543fde61f659ae4e25b87c34adb321c37207b4adc143cb6a99351c3ee1cb5#
Description: Who is Airenvy?Hey there! We are seasoned entrepreneurs in the heart of San Francisco’s SOMA neighborhood.  We are looking for someone who embodies an entrepreneurial spirit, pays strong attention to detail and wants to be a part of the next big thing. This business can feel like a circus at times, but we have an all-star team with a one of a kind culture.  Get a little taste of it here.Airenvy is the #1 technology driven property management company in a multi-billion dollar industry and is revolutionizing the vacation rental space! We are growing at record speed and expanding to new markets! Our platform allows owners to put their vacation rental on autopilot. We are a proven team of startup veterans and would love for you to join the family!    In 2014 we were named the #1 Airbnb property management company in San Francisco according to the SF Chronicle. We have 18 supportive and resourceful investors, many of whom are leaders in the technology and real estate industries.The PositionAirenvy is growing faster than we can handle, and now  we’re looking for someone to help us scale! We are seeking an amazing contact center lead who is passionate about getting results and creating a team that can weather any storm. You’ll play a direct role in improving and growing the current Guest Services team, scaling the business, and creating best practices and processes that allow for Airenvy to exist anywhere!ResponsibilitiesDrives continuous agent improvement to achieve both customer satisfaction and Airenvy’s goals.Ensures successful execution of Airenvy’s Guest services by managing day-to-day operations of the contact center (outsource) team.Understands the customer’s needs, service requirements, and execution expectations.Handles non-urgent issue escalations.Functions as a liaison to Guest Services agents leveraging a strong understanding of the customers challenges, and available best practices.Helps agents evolve to a smart, predictive and proactive service operational model based on best practices, skills, services, and tools.Collaborates with management to maximize the contact center team value through continual improvements in operation team members, processes, and tools.Perform duties as assigned by management.You?Phenomenal coaching skills - proven inspirational leadership.Pro-active, enthusiastic and motivating Leader.Comfortable navigating complex systems.Strong communication and analytical skills.Disciplined with an entrepreneurial spirit (able to work independently).Customer centric approach.Ability to effectively communicate with upper management about complex issue.Team player, with a genuine interest and proven talent for coaching and developing others.
Requirements: Previous contact center/call center experienceMinimum four years in customer service management role (please do not apply unless you’ve managed a minimum of ten direct reports).Bachelor’s degree focus in management, business, or an analytical discipline.Advanced English writing and speaking skills, any additional language is a strong plus.Ability to work well under pressure especially in a changing environment.Zendesk experience is a plusExperience in hotel/travel industry is a plus.
Benefits: Competitive Pay. You'll be able to eat steak everyday if you choose to.  Health Insurance. We have vitamins and we're all relatively healthy so hopefully you don't need this.Piñata Parties. Yes we dance around with blindfolds on swing sticks.  Why?  Because its awesome!Snacks on Snacks. All the cooool start-ups are doing it.  Karate Lessons. Really its just that in air ninja kicks are encouraged at all times.Free Massages. When we hit a few milestones we'll be buying a massage chair.Discounted Gym Membership. Get swole but not like our last employee.The Best Benefit of All...Being part of an amazing team/family!!!! Click here for some insight as to the Interview Process. 
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