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at Evolve
Remote - US
At Evolve we’re a hardworking team serious about hospitality. Our teams work every day to make vacation rental easy for everyone — from our owners who trust Evolve to build their business to our guests who rest easy with every stay to our Evolvers who make this difference a reality. Our values anchor our daily decisions and interactions with our customers, communities, and each other. Join our inclusive culture in one of the most rapidly-growing segments in travel. Find your home at Evolve.
Why this role
We’re all about hospitality and delivering a 5-star experience for our guests! The Guest Experience team at Evolve provides unparalleled support, responsible for addressing pre-stay questions, completing booking requests & modifications, assisting guests & owners through cancelations when they are unable to complete their trip, and working towards resolution if a guest's stay falls short of our Rest Easy Promise. We assist guests with these, and any other hospitality needs they have before, during, or after their stay. As a Guest Experience Team Manager, you will lead a highly purposeful team focused on providing exceptional experiences and making it right for all of our stakeholders -- Teammates, Guests, Owners, and Partners -- on our journey to becoming the most trusted hospitality brand in vacation rental. This highly challenging, highly rewarding, “roll up your sleeves” role is for a resilient and resourceful leader who will coach, mentor, and inspire a team of individual contributors that support Evolve’s stakeholders -- including through complex, challenging, and escalated issues. You will use your growth mindset to build and unlock the potential of the team, and your accountability and drive to achieve individual and team goals. Your emotional intelligence and ethical judgment will ensure hospitality and service recovery, and your high level of care will support Evolve’s stakeholders through stressful and vulnerable situations.
In this role, you will also have the opportunity to fully utilize the depth & breadth of your skill set by managing operational initiatives that support organizational objectives, increase team efficiencies, support product updates, resolve existing technological errors, and improve cross-functional communication amongst teams. Additionally, you will analyze data in regard to performance and volume to inform decision making and identify potential improvement opportunities.
What you’ll do
- Collaborate to lead day-to-day operations (in the Guest Experience/Owner Support department) while providing operational and administrative support to ensure advancement of short and long-term goals and objectives
- Direct leadership of 10-15 customer-facing teammates, acting as a positive role model while also leading the team to ensure department service levels and individual performance goals are met or exceeded
- Provide personalized coaching and development for teammates in regular 1:1 conversations. This includes quality assurance reviews, developing and coaching hospitality and customer service skills, and assisting teammates in achieving monthly performance goals
- Support the scheduling of teammates to assure appropriate shift coverage; ensuring people are in the right place at the right time
- Motivate and engage your team by leading meetings, conducting professional development sessions, and having some fun along the way with team building exercises, social activities, etc.
- Lead team knowledge sharing on relevant topics in the industry and Evolve as a whole, including internal process or organizational changes, vacation rental industry updates, and weekly team performance reviews to drive revenue and hospitality
- Collaborate with leaders across Customer Experience and Evolve to develop and streamline processes and communication
- Help mediate high-level customer issues, including engaging directly with owners, partners, and guests as needed
- Interview and evaluate candidates to join the Customer Experience team; participate in facilitating onboarding these teammates
What makes you a great fit
- 5+ years of experience in customer service or hospitality - preferably within a contact center support environment
- 1+ years hands-on experience managing teams
- Transformational leader who utilizes relationship building, coaching, and retention tools to help others succeed
- Excellent communication skills
- Working knowledge of data analysis & KPIs
- Aptitude for a solution-based approach to issue resolution
- Proven ability to manage time effectively
- Forward thinker with the capacity to be creative in developing new ideas and implement proven methods for the team
- Experience with Google suite, business analytics software, and Salesforce.com (CRM) preferred
- The hospitality business functions twenty-four (24) hours a day, seven (7) days a week which may mean you will work mornings, afternoons, evenings, weekends, and/or holidays in support of our Teammates, Guests, Owners & Partners.
Compensation
For this role our salary range is $69,000 to $80,000, depending on relevant experience
Location
We currently are able to hire throughout the U.S. except in the following states: District of Columbia, Hawaii, and Pennsylvania. There are also certain positions that may have hiring impacts in the following states: California, Maryland, New York, Rhode Island, and Washington. If you live in Colorado, you can work remotely anywhere in the state, at our downtown Denver office, or a hybrid of both!
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How we reward Evolvers
Evolvers have access to highly competitive benefits and rewards that support their whole well-being so they can focus on bringing their best selves to work.
Financial
- Industry competitive pay, including equity in the company for all Evolvers
- 401(k) with a 4% match that vests immediately
Family
- 6 weeks of paid parental leave for birth and non-birth parents
- Infertility coverage
- Child care discounts and locator support
- Pet insurance to cover your furry children
Well-being
- Comprehensive health plans that include a 100% employer paid option for the Evolver
- 100% employer-paid dental and vision for the Evolver
- 8 free mental health visits
Unplug and Explore
- Take some time away from work with generous PTO, sick, holidays, and a personal holiday to celebrate what’s more important to YOU
- Annual Evolve travel credit after 1 year
- Discounts to stay at Evolve properties
Learn Every Day
- World class onboarding programs
- Learning and development opportunities
How we work together
With our core values as our guide, every Evolver helps shape the company we want to work for and the people we want to be. We’ve cultivated a culture of collaboration, care, and responsibility that we can all be proud of, and we’re excited to see what you’ll bring as your authentic self.
Still curious about who we are and what we do? Read more about our business and our culture at evolve.com.
EEO
At Evolve, we are committed to diversity and inclusion. As an equal opportunity employer, all qualified candidates will be considered for employment without regard to race, color, creed, religion, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, national origin, ancestry, citizenship status, military service or veteran status, physical or mental disability, or any other legally protected characteristic. Evolve participates in e-Verify for all positions.
If you have a disability or special need that requires accommodation at any point in the hiring process, please let your recruiter know.
