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 Director of Customer Service is responsible for delivering world-class highly customer-centric support and services through operational excellence and technical product solutions. Collaborate closely with revenue leaders and service delivery vertical leaders to drive continuous improvement and scale the customer service function by automating service functions in the app along with operating an agile customer contact center. Act only with the customer’s best intentions in mind and hold their trust in the highest regard. The Director of Customer Service acts as the utmost subject matter expert and authority on customer service for the business unit and runs the daily operations of the business unit’s customer contact center. As each business unit may have 8-12 verticals, and each vertical typically has 5-10 dedicated agents, this puts approximately 50-100 customer-facing agents under the purview of the customer service director.
The key domains of the role can be broken down into two distinct areas:
– Service journey design and product innovation
– Contact center management
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Position: Director of Customer Service.