Customer Hero Manager
SpotHero is seeking a Customer Hero Manager to support, manage, and guide our rapidly growing customer care department. Through managing a team of stellar Customer Heroes, you will act as a key player in helping SpotHero to build strong, trusted relationships with our customers. To succeed in this role, you must have a passion for client service excellence, continuous improvement, and the ability to provide innovative solutions for our customers on the fly. If you’re passionate about helping to lead a growing department with detailed processes in an ever-changing industry, then we’re looking for you!
Who we are: SpotHero is a rapidly growing tech company that’s making life easier for the daily driver. Drivers across the nation use the SpotHero mobile app or website to reserve discounted parking on-the-go or in advance.
What will I do?
- Oversee daily operations within the support team, and connect with other teams to ensure smooth sailing within and between departments.
- Create a positive, team-focused environment by engaging and empowering team members and having their backs at all times.
- Monitor support metrics such as service level and rate of response to ensure company goals are met (and exceeded!)
- Conduct regular team meetings, performance reviews, and recaps with direct reports to encourage idea sharing and career development.
- Identify and drive process improvements and cross-functional projects by collaborating with Workforce Management, Training & Quality, and Supply teams.
- Participate in the hiring and onboarding process.
- Ensure schedule adherence.
- Promote company values, making sure drivers always get the right of way.
You are:
- Organized and Diligent. You’re a bit type A, have great follow through on tasks, and are skilled at keeping yourself and others on track and accountable for their work.
- Chaos-loving. You don't fold under pressure. Rather, you thrive in a fast-paced environment.
- Dynamic. You're as charismatic as they come. You embody resilience, drive, and energy that radiates throughout all interactions.
- Analytical. See a problem? Your instinct is to dive into the data, find the root, and fix it!
- Passionate. You love helping people, you care about your team, and you're driven to enhance your personal growth.
- A team-player. You love sharing ideas and getting others excited about working towards set goals.
- Flexible. Schedules can change on the fly, and being able to help out in a pinch is part of the job!
Pre-Requisites:
- Bachelor’s degree required
- 5+ years of customer service, support/account management, or technical support experience with 2+ years of experience in a supervisory capacity
What we are offering:
- Career game changer - A truly unique experience to work for a fast growing startup in a role with unlimited potential for growth
- Excellent benefits – We cover 90% of Medical Premiums, 50% of Dental & Vision Premiums, and offer company sponsored Life Insurance
- The opportunity to collaborate with fun, innovative, and passionate people in a relaxed, yet highly productive atmosphere
- Great work / life balance – we value and support each individual team member
- Flexible PTO policy plus parking benefits (duh – we're a parking company!)
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