Team Lead, Price Freeze

About The Job
Customer advocacy is at the heart of Hopper. We believe that every interaction before, during and after buying with Hopper should earn the customer’s trust and loyalty. We focus every company decision first on what’s best for our customers.
Customer service is an important driver of core business metrics, in particular retention and lifetime customer value. We measure the effectiveness of our work through this lens. We generate long-term revenue by providing services that customers value, and we will not charge fees or markups for support services that aren’t also available through a free self-serve feature.
The Customer Service Team Lead is vital in ensuring that we have the best possible support for Hopper’s Price Freeze customers and that the day-to-day operations of the team providing this support is advocated for and at peak performance.
Team Leads act as helpful experts for the agent team and Hopper users. As a Team Lead, you are passionate about the success of our globally distributed team of travel experts and the happiness of Hopper users. The ideal candidate will have material experience working with customers and a solid understanding of how to develop support workflows, as well as manage the support team's day-to-day work.
You will also work closely with our Product team to ensure that the pain points our customers experience during their app experience, and how our products help or fall short of solving those pain points, are addressed and accounted for. Lastly, you will work as a coordination layer with the broader Customer Service organization within the business unit to evaluate and manage team performance and quality, implement new processes and features.
Minimum Qualifications

• Material experience in responding quickly and efficiently to organizational and operational changes
• Strong analytical skills with the ability to create solutions for operational problems
• At least two years of experience leading front-line teams to meet operational goals and targets
• Experience establishing clear KPIs and processes for reporting on SLAs and leverage analytics to empower data-driven decisions
• Enthusiasm and curiosity for conducting research and answering hard questions with data
• Passion for mentorship and people development
• Demonstrable experience working in a customer service operational leadership role, preferably in Travel, SaaS and/or FinTech. Experience managing distributed teams and outsourced service providers is crucial
• Figure-it-out, get-it-done attitude

Working Hours: To be determined based on need but will be within extended working hours for the TLs time zone (6am-9pm local time), weekend work may be required.
Responsibilities

• Advocate for our customers at every step of the way to provide data-driven, actionable insights for our product teams.
• Set clear service level goals and deliver results, providing regular feedback on performance while developing a high-performing team culture
• Work with key stakeholders across the organization in a fast-paced, collaborative environment
• Build the organization using levers such as training, workforce planning and defining team processes and organizational needs for Hopper's enterprise customers
• Build, lead and drive performance for team members and help end-customers and customer service partners have an excellent service experience with Hopper

More About Hopper
At Hopper, we are on a mission to become the world’s best — and most fun — place to book travel. By leveraging massive amounts of data, advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to help customers spend less and travel better. Ranked the third largest online travel agency in North America, the app has been downloaded nearly 80 million times and continues to gain market share globally.
Here are just a few stats that demonstrate the company’s recent growth:

• Recognized as one of the world’s most innovative companies by Fast Company four years in a row, Hopper has been downloaded over 80 million times and continues to have millions of new installs each month.
• Hopper partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders.
• Given the success of its fintech products, Hopper launched a B2B initiative called Hopper Cloud in late 2021. Through this partnership program, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory. As its first Hopper Cloud partnership,
• Hopper has raised over $700 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. Hopper is primed to continue its acceleration as the world’s fastest-growing mobile-first travel marketplace.
• The company’s bespoke fintech products, such as Flight Disruption Guarantee and Price Freeze, now represent 30-40% of Hopper’s total app revenue.
• Hopper sold around $4 billion in travel and travel fintech in 2022, up nearly 3X over 2021. In 2022, Hopper increased its revenue 2.5X year-over year.

Come take off with us!