Manager, Customer Service Enablement

À PROPOS DE HOPPER
Chez Hopper, nous avons pour mission de créer la société de voyage la plus centrée sur le client au monde. Nous tirons parti de la puissance qui découle de la combinaison de quantités massives de données et de l’apprentissage machine pour créer le premier marché du voyage mobile qui connaît la croissance la plus rapide au monde – un marché qui permet à nos clients d’économiser de l’argent et de mieux voyager.
L’objectif de Hopper est de réduire l’anxiété des voyageurs à toutes les étapes du processus, de l’achat jusqu’au voyage. En créant un marché du voyage transparent et des produits technologiques financiers uniques, basés sur des données et visant à assurer la tranquillité d’esprit, Hopper apporte une valeur ajoutée à chaque étape du voyage du client.
Hopper a lancé plusieurs produits fintech sur mesure qui exploitent nos immenses données de première main et de tiers pour créer des produits et une valeur qui n’existent pas ailleurs – notamment des billets remboursables et flexibles et un gel des prix. Grâce à ces offres, la croissance des revenus de Hopper a augmenté de 112 % malgré le ralentissement des voyages dû à la COVID-19.
Grâce à un financement de plus de 250 millions de dollars canadiens provenant d’investisseurs de premier plan au Canada et aux États-Unis, Hopper est prêt à poursuivre son accélération pour devenir l’entreprise de voyage axée sur le client qui connaît la croissance la plus rapide au monde.
Reconnue comme l’une des entreprises les plus innovantes au monde par Fast Company trois années de suite, l’application Hopper a été téléchargée plus de 50 millions de fois et compte plus d’un million de nouvelles installations par mois. L’application a reçu de nombreux éloges sous la forme de récompenses pour les mobiles, comme le Webby Award for Best Travel App of 2019. 
Venez décoller avec nous !

ABOUT HOPPER
At Hopper, we’re on a mission to build the most customer-centric travel company on earth. We are leveraging the power that comes from combining massive amounts of data and machine learning to build the world’s fastest-growing mobile first travel marketplace — one that enables our customers to save money and travel better.
Hopper’s goal is to reduce traveler anxiety throughout all stages of the trip buying and taking process. By creating a transparent travel marketplace and unique, data-driven financial technology products focused on providing peace-of-mind, Hopper adds value along each step of the customer’s journey.
Hopper has launched several bespoke fintech products that leverage our immense first and third-party data to create products and value that do not exist elsewhere – including Refundable and Flexible Tickets and Price Freeze. Thanks to these offerings, Hopper’s revenue growth is up 112% despite the travel slowdown due to COVID-19.
With over $250M CAD in funding from leading investors in both Canada and the US, Hopper is primed to continue its acceleration to becoming the world’s fastest-growing end-to-end customer-centric travel offering.
Recognized as one of the world’s most innovative companies by Fast Company three years in a row, Hopper has been downloaded over 50 million times and sees over 1 million new installs per month. The app has received high praise in the form of mobile accolades such as the Webby Award for Best Travel App of 2019. 
Come take off with us!

THE ROLE
Customer advocacy is at the heart of Customer Service. Hopper’s Customer Service teams endeavour to automate, in order to allow customers to help themselves whenever possible and provide both users and agents a delightful, seamless experience. The Contact Centre Enablement Manager will have an integral role in driving customer happiness and reducing Hopper’s cost to serve customers. They will create and manage user and agent-facing self-help resources that support customer and agent autonomy, along with product engagement.  
The Contact Centre Enablement Manager will be responsible for owning all agent-facing tools. They will focus on every-day automation initiatives, including workflow and chatbot building and governance; along with data management, internal workflow creation and improvements; and overall operational administration. 

IN THIS ROLE, YOU WILL:

  • Design and own all client and agent facing interaction tools including (but not limited to): CRMs, Cloud based telephony, email, translation software, chat and Knowledge Bases
  • Work with and represent Hopper to its B2B partners to set up and test all required software
  • Manage all regulatory requirements as set out by Hopper’s B2B client (Banking)
  • Design and own automations for all internal agent-facing tools (CRM, custom-built apps, communication platforms and Team Service data)
  • Responsible for the upkeep and maintenance of all tools including during emergencies
  • Optimize agent workflows based on new Hopper products/initiatives and available tools
  • QA new automations thoroughly and proactively in order to prevent mistakes and avoid problems during and after feature roll out
  • Respond to Systems Service desk requests timely and proactively
  • Partner closely with key stakeholders to recommend and pilot 3rd party and in-house tools to enhance the experience of both customers and agents
  • Schedule regular reviews with stakeholders of the customer and agent facing knowledge bases to identify areas of improvement
  • Keep informed on internal and external changes that impact users and agents on a regular basis, to ensure that automations are optimal and up-to-date
  • Future Requirements: 1) Ensure user experience is cohesive by building and managing chat bot logic and communication consistency. 2) Report regularly on chat bot performance and resulting impact on deflection of number of overall user request. 3) Monitor customer effort score (CES) and adjust chat bot structure as required to decrease effort score ratings

A PERFECT CANDIDATE HAS:

  • Has a strong understanding of call centres, call centre structures and call centre agent behaviours
  • Has excellent computer skills, a willingness and an eagerness to approach building automation with a data-driven approach
  • Has a high level of understanding, patience and empathy; but overall, an exceptional attention to detail.
  • Has previous remote work experience and appropriate remote work set-up – such as quiet space, stable internet connection, and a back-up location
  • Is commitment to continuous growth and learning. They understand that every challenge is an opportunity and they get excited about learning new things
  • Experience setting up call centre technologies and launching call centres
  • Experience working in a call centre environment
  • Experience in a technical role (Software QA, Junior Engineer etc.) 

AVANTAGES
• Une startup bien financée et établie avec de grandes ambitions, un salaire compétitif et des options sur actions• Plans d’assurance médicale, dentaire, invalidité et vie à 100% couvertes par l’employeur• Accès à un 401k (USA) ou à un régime d’épargne-retraite (Canada)

BENEFITS
• Well-funded and proven startup with large ambitions, competitive salary and stock options• Dynamic and entrepreneurial team where pushing limits is everyday business• 100% employer paid medical, dental, vision, disability and life insurance plans• Access to a 401k (US) or Retirement Savings Plan (Canada)
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