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Director Customer Operations

Peerspace, San Francisco

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Peerspace is creating a world where it’s easy to bring people together, starting with making it easy to find the perfect place to meet, create, and celebrate with others. Our Airbnb-like marketplace uncovers the world’s most unique spaces - like lofts, rooftops, and art galleries - and makes them ready to use for meetings, events, even filmshoots.
 
Over 2 million people have come together in a Peerspace, and we’re looking for people who want to help us reach the next 200 million.
 
The Director, Customer Operations is an integral management position that oversees all customer experience operations for Peerspace. Those include our Customer Support, Supply Onboarding, and Trust & Safety teams. Your focus will be to support the company's growth by owning the customer service strategy and implementation of tools and technology that help us scale our teams.

The ideal candidate for this role loves working with customers, has experience managing vendors and tools, and is able to sell a vision for customer service to exec team stakeholders across Product, Engineering, and Marketing while empowering a large team of service agents. You'll be reporting to one of the founders, the Head of Operations, working in San Francisco. This is a rare opportunity to leave a major impact on the direction of Peerspace as it enters a new level of growth.
 

Responsibilities

  • Be the product owner and subject matter expert for all Customer Ops tools, features, and functionality
  • Implement both the overall vision as well as day to day operations of all customer serving functions for Peerspace
  • End-to-end management of external technology vendors and partners, including functional assessments, contract negotiation, and implementation
  • Develop a Trust & Safety roadmap for risk management and remain well-informed of fraud, chargeback, and customer safety trends
  • Oversee the activation and onboarding of all new hosts and ensure that quality standards are met across all marketplace listings
  • Own the delivery of the roadmap for new features related to customer self-service, working closely with our Product Management and Engineering teams
  • Create a data-driven approach to sharing business insights across teams  
  • Partner with Growth and BD teams to develop customer experience strategies to acquire high-value customers that come to us through various service channels
  • Identify opportunities for team members to contribute to strategic projects that complement our daily established workflows

Your Standout Skills

  • Experience: Ideal candidates have 7-10 years of experience in customer experience, management consulting, or operations.
  • Customer Advocacy: You are passionate and care deeply about delighting the Peerspace customer.
  • System Ops Thinker: You have outstanding project management skills, ability to work with many stakeholders, and have a track record of successful collaboration. You are extremely detailed and process oriented, able to prioritize across human, tech, and license resources.
  • Technology: You understand how CRM, ticket systems, and related technology and tools work and can use that knowledge to identify new technology partners or development projects that can enhance our ability to serve the customer.
  • Outsourcing: You have experience working with outsourcing partners such as BPOs, can evaluate 3rd party solutions and negotiate contracts.
  • Analytics: You have experience structuring high-level strategies while also being able to get your hands dirty and dig deeply into large data sets to extract actionable insights. You know how to measure and monitor results to move key metrics in the right direction. You are adept at Excel. SQL knowledge a major bonus.
  • People Management and Leadership: You believe in career development and direct feedback. You have experience managing individual contributors and possibly entire teams, having formally evaluated team members for performance reviews.
  • Strong interpersonal skills and work-ethic: You are transparent and openly share information. You have experience working with employees at all levels of a company. You have the ability to influence key stakeholders and teams without direct authority.
About Us:
Peerspace is a community marketplace that makes planning gatherings - starting with finding the perfect space - simple. Whether it’s a loft for a party, a rooftop for a film shoot, or an art gallery for a meeting, Peerspace empowers people to create one-of-a-kind experiences at any price point. As a community marketplace, Peerspace makes it easy for individuals and businesses to monetize their underused space and share it with an audience of millions.
 
Founded in April of 2014, Peerspace is headquartered in San Francisco, with offices in Los Angeles, New York, and Chicago. The company’s investors include GV and Foundation Capital.
 
·        Competitive salary with employee stock options and access to 401k and FSA
·        Medical coverage subsidized by Peerspace
·        Dental, vision, and disability coverage provided at no cost by Peerspace
·        Apple laptop, 4K display, and monthly cell phone credit
·        Frequent company events and quarterly offsites (in Peerspace locations, of course)
·        Take-it-when-you-need-it vacation and sick days
·        A flexible work environment
·        Dog friendly office
·        Weekly catered lunch
·        $500 annual professional development allowance
·        20% discount on all Peerspace bookings

About Peerspace

Peerspace mission Peerspace is an online marketplace that connects professionals and businesses to great spaces. Our goal since launching in 2014 has been to make finding and booking short-term space an easy and transparent process. We believe that innovation occurs at the intersection of smart people and the spaces that inspire them. This happens every day when Peerspace hosts share their underutilized spaces with professionals seeking truly memorable experiences. Film and photo shoots, offsite meetings, product launches, and charity events are just a few of the many activities that take place on the platform. Whenever space is needed away from the home or office, it can happen with Peerspace.

Peerspace

Want to learn more about Peerspace? Visit Peerspace's website.