Uncubed
   

Director of Support - Customer Care

TravelPerk, Barcelona

The No. 1 travel management tool for small and medium businesses


We are TravelPerk: a scaling unicorn valued at $1.3billion that has raised over $400m since our creation in 2015.

Backed by world-class investors with portfolios including AirBnb, Stripe, Slack, Trello, Gusto, Twitter, Farfetch and Deliveroo, our team is made up of A-players from across the travel and technology industries.

Over the past few years, we’ve been named the fastest-growing SaaS startup in the world by SaaS1000 and featured as one of the hottest startups to watch by both Forbes and Wired. We’re revolutionizing the B2B corporate travel market—worth over $1.4 trillion— to connect people in real life in an enjoyable and sustainable way.

TravelPerk are innovators. During the last year we have welcomed and acquired the likes of Click Travel, NexTravel and Albatross to the team. From TravelCare, to FlexiPerk and of course GreenPerk we are shaping the future of the industry. Our team continues to emerge stronger and stronger as we adjust to the new normal—and that’s where you come in!

If you’re ready to take off with us, keep reading!

We are looking for a Director of Support to join the CC team! You will be responsible for setting the vision and direction of the in-house Customer Contact Centre(s). You will continuously improve and set new standards in customer support. You need to love developing individuals at all stages of their careers and not be afraid to “get your hands dirty”. You will lead a large team of agents & team leaders to improve the customer experience, increase productivity and maintain service levels. The 24/7 contact centre(s) provide support to multiple business units and languages. You are fully accountable for the results of the reporting teams. Additionally, the position is responsible for assisting the VP of Customer Care with the development, analysis, and implementation of staffing.

This role can be based from Barcelona and requires you to be in the office several times per week. 

Mission

Our goal is: To ensure that we deliver 7-star experience to our customers. Therefore, we empower our people to think like owners and solve problems. As a team, we are focused on continuously improving and setting new standards in customer support. 

Outcomes

After the 1st month in the role:

  • You are well familiarized with the operational performance of the CC teams and processes. How they are set up, signed off and being used. At the same time, from your experience, you are looking for areas of improvements already. 

After 2 months in the role:

  • Diving into data to identify the root of a problem and solving it (no matter how large or small the scale)
  • Managing workflow, escalations and effectively delegating across your leadership team.
  • Collaborating on the creation of staffing plans, schedules, quality KPIs/process  change initiatives, and Lean Kaizen activities in our fast-paced environment.
  • Work with business teams to illustrate and improve the customer experience.
  • Understand why we lose money due to agent error and reduce the number of instances.  
  • Being prepared to positively influence three levels down and three levels up at a moment's notice.
  • Ensuring the development of your direct and indirect reports as you continue to raise the bar on talent.

What you will do:

  • Understands and demonstrates TravelPerk core values and Leadership Principles.
  • Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures.
  • Mentors others in developing leadership behaviours. Hires, manages, and leads teams to success. 
  • Shapes the direction of the team, keeps them focused and motivated to deliver the right results in an ever-changing business environment.
  • Work with the VP and CC leadership team to determine strategy, and to ensure that  customer service achieves overall goals
  • Combines a deep cross-functional business understanding and how the position fits into the overall organization.
  • Solves complex customer service issues by proactively identifying and eliminating the root cause barriers to accuracy, productivity, and quality. Looks into the automatizing process where applicable.
  • Maximizes resources for the greater good of the organization.
  • Implements change or develop new processes as necessary to provide the ability to better service multiple work types.
  • Continually measures and evaluates all work processes using Kaizen, Lean, DMAIC, and other improvement methods.
  • Develops and achieves performance goals and objectives in order to deliver an exceptional customer experience.
  • This position requires a candidate who has the ability to dive deep to include root cause analysis and develop action plans in support of driving process improvements and keep pace with our explosive growth while motivating others to meet the challenges of a performance-based culture in an extremely deadline-driven environment.
  • Demonstrates the ability to influence, manage, and present ideas via clear written and oral communication.
  •  Builds positive productive relationships with many stakeholders and partners around the world.
  • Overcomes time zone and geographic distance to drive cross-functional initiatives and ensure compliance with business policies.
  • Deals with the complexity of multiple lines of business and regions.
  • Acts as the thought leader and strategist for Customer Services.
  • Develops and drives strategies and programs which improve the competitive position of the Company.
  • Demonstrates flexibility in work hours based on business need. Including weekends and bank holidays

What you need:

  • A bachelor's degree, or higher in operations, business or a related field, is required.
  • The ideal candidate will have at least five years or more executive and senior management experience in a fast-paced, rapidly changing operations environment.
  • The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma with a strong track record in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. being required.
  • A keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.
  • Demonstrated ability managing and developing large high-performance teams of associates/leaders is required.
  • Demonstrated familiarity with general principles of workflow in an inbound call/email centre, and current technologies to help manage that workflow.
  • The candidate should have a specialized skill set in running large-scale contact center operations, preferably in the travel business.
  •  Strong oral and written communication skills, as well as a strong technical and analytical aptitudes are required.
  • Hands-on mentality
  • Ability to see the big picture and cascade it to the team to ensure continuous alignment with company/department goals
  • Self-organised, proactive and strong attention to detail

Bonus points for…

  • An MBA or equivalent Master’s degree.
  • 5+ years people management experience 
  • Project management experience 
  • Experience in Kaizen / Lean Solution / Six Sigma, DMAIC, and other improvement methods are a big plus for this role
  • Experience managing teams of 50+ reports 
  • Deep knowledge of Customer Care metrics
  • Past experiences as an in-house CC operations manager
  • Fluent in English, Spanish or/and German language proficiency would be an added benefit as the role engages with EMEA leaders and different countries

What do we offer?

  • Competitive compensation including equity in the company
  • Generous vacation days so you can rest and recharge 
  • Health perks such as private healthcare or gym allowance depending on your location
  • "Flexible compensation plan" to help you diversify and increase the net salary
  • Flexibility to work from home most of the time with core hours
  • Unforgettable TravelPerk events including travel to one of our hubs
  • Udemy for business account to continue your development 
  • Mental health support tool for your wellbeing 
  • Exponential growth opportunities 

For certain positions we can help with relocation from anywhere in the world, please let us know in your applications and we will asses wether this is possible. English is the official language at the office. Please submit your resume in English if you choose to apply.

TravelPerk is a global company with a diverse customer base—and we want to make sure the people behind our product reflect that. We’re an equal opportunity employer, which means you’re welcome at TravelPerk regardless of how you look, where you’re from, or anything else that makes you, well, you.

About TravelPerk

Our story Booking and managing business travel is a pain we all know too well. It’s time-consuming, frustrating and existing solutions just don’t cut it. So we decided it’s time to create a simple, effective, all-in-one tool, designed for modern travellers and travel managers. After all, we all want to be productive, relax and simply enjoy the ride.

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