Head of customer support

Job description

Will you join us on a journey to disrupt the trillion-dollar travel industry? We are looking for the best and brightest who share our passion for travellers, data and product.

FindHotel believes travel is the one thing that really opens minds to new ideas, cultures and ways of thinking. Our mission is to GET EVERY TRAVELLER THE BEST ACCOMMODATION DEAL, WORLDWIDE. From adventure to honeymoons and family vacations, we genuinely care that every traveller can make the best-informed accommodation choice at the absolute best conditions for every trip.

We are growing fast and looking for a seasoned customer support leader to join us in becoming a global travel category leader. Help create the best support culture and organization for our users as they are on their way to their honeymoon, weekend getaway or the next business meeting. Your goal in the first 3-6 months will be to create the foundations for a customer support operation that can help our customers as they encounter issues throughout their travels and also prevent them before they happen.

What you'll do:

  • Own our support and service endeavours end-to-end, make sure that great service is part of the best deals we give our users
  • Plan how to build the best service and support operation in the travel industry, from vision to details, systems and personnel, policies and methodologies.
  • Hire, train and nurture customer happiness representatives
  • Create the needed policies, guidelines, SLA and everything needed for our representatives to know how to handle customer issues
  • Be the champion of the users and make sure that the entire company is aimed towards preventing and solving problems
  • Understand what delights customers, and act on it
  • Work with various teams to make sure that the right tools, systems and data are in place

Requirements

Who you are:

  • Experienced leader of global customer support operation in a B2C online company.
  • Deep understanding of all the possible channels through which we can communicate with people - phone, email, chat, social and messaging. Advantage - successfully implementing an automated response system.
  • Experienced in building a scalable customer support organization, from 0-100. Capable of balancing quality and scale, automation and the human touch.
  • Able to define requirements and oversee the implementation of various back-office systems - CRM, customer support systems, telephony services, etc.
  • Excellent, fluent, native English, both written and verbally
  • A true empath, able to understand each customer pain and at the same time solve it at scale
  • Experience managing agents across various channels, time zones, languages and locations.
  • Advantage - experience in the accommodation industry
  • Resilient and composed under pressure and constantly-evolving circumstances

Why joining us now?

  • Our support operation is in its very early stages and we have to create a top-notch service this year. It's a huge challenge and opportunity.

  • This year we will be helping +1M customers around the world find better hotel deals, using data, transparency & industry-leading features.

  • We are in fast-growth mode and have been growing bookings by +100% Year-Over-Year for the past 2 years and plan to continue doing so in the coming years.

  • From our beginnings as an organisation that excelled in User Acquisition, we have grown into an Engineering and Product-driven organisation. Our independence and the maturity that we have achieved in terms of User Acquisition, Engineering and Product enables us to build customer-centric features that nobody else in the industry will.

Do you want to know if FindHotel is the right place for you? Find out by reading our CEO's blog post.


What we offer:

  • Plenty of chances to learn and grow – you’ll be surrounded by some of the brightest minds in the city, be part of a culture which values sharing knowledge every day and has a budget to attend conferences and develop yourself.

  • A profitable company with fast growth and a great scale opportunity.

  • A competitive compensation package + perks and benefits (including Stock Appreciation Rights).

  • Flexible time off (take as many holidays as you need) and a chance to work remotely - we measure results, not time spent in the office.

  • You will be part of a highly international team in a fun work environment.

  • We value good food and offer catered lunches from various cuisines, great coffee, ice-cream in the fridge and the occasional bbq in our garden.