Advisor, Guest Trust and Safety

+70 more | Remote
Sorry, this job was removed at 12:12 p.m. (CST) on Saturday, August 27, 2022
Find out who’s hiring remotely Nationwide
See all Remote jobs Nationwide
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Evolve is a hospitality company with a mission to make renting a vacation home easy for everyone. Thanks to an unapologetic passion for hospitality, we now support tens of thousands of owners across North America. We enjoy earning each guest and owner's business - all while having some fun along the way. Come join our fast-paced growth-stage culture, while enjoying the support of a well funded company - we’ve raised over $235M in investment capital from world-class investors like Durable Capital, T. Rowe Price, and Allen & Company.

Why this role

You will focus on making it right for all of our stakeholders — Teammates, Guests, Owners, and Partners — on our way to becoming the most trusted hospitality brand in vacation rental. This highly challenging, highly rewarding role is for a resilient candidate who will serve as an ambassador providing advice, guidance, and support for stakeholders that report incidents that have occurred at our homes. You will manage complex, challenging, sensitive, and stressful situations with your care, emotional intelligence, and ethical judgment. Team leaders will provide guidance and support, but you will be given the autonomy to make real-time decisions on how to create solutions that are aligned with our core values to create durable performance for our Owners and five-star experiences for our Guests. This is a highly purposeful role that will grow, develop, and unlock your potential!

What you’ll do

  • Advocate and conflict mediate on behalf of all stakeholders through the resolution process; including evictions and crisis management, resulting in durable listing performance and five-star Guest experiences
  • Be an expert in Evolve’s resolution process, confidently recommending solutions in high-stakes situations (financially and reputationally) resulting in durable listing performance and five-star Guest experiences
  • Consult and educate Owners on strategies on how to prevent issues upstream by identifying root causes and providing a durable solution 
  • Exercise due diligence (investigation), critical thinking, and negotiation skills to advise the appropriate action and craft a plan of action based on listing performance (including reviews, earnings, activation date, and account history)
  • Provide an exceptional stakeholder experience while collaborating with other teams and teammates to improve operational efficiencies
  • Respond to stakeholders via phone, message and email with agency, care, professionalism, and urgency
  • Understand, improve, and challenge current processes to continuously create a better Evolver, Guest, and Owner experience

What makes you a great fit

  • 3+ years of experience in the following type of environments:
    • Ambiguous, complex, and quick-changing where you had to use your high level of resiliency
    • Where you had to communicate effectively while remaining balanced under pressure
    • Where you had to use of strength of judgment, temperance in actions, goodwill towards others, and courage to take on vulnerable situations
    • Where you had to establish and maintain command over situations as they develop, and act quickly with reasonable and effective decisions
    • Customer service role where you had to use your strong written and verbal communication skills
  • You are able to work with a diverse group of stakeholders, using your strong organizational skills and attention to detail to achieve objectives and alignment
  • You have strong communication skills — both verbal and written — with an understanding that the words we use (and don’t use) matter
  • You are able to act with conviction to advise others on best performance practices
  • You have an ability to manage several tasks at once, as well as identify and balance top priorities
  • You have strong mediation and negotiation skills, with the ability to partner with key stakeholders on complex solutions and strategies to develop trust
  • You have a growth-mindset (seeking and thriving on challenges) is required
  • A quick study in any software environment (Salesforce experience is a plus!)
  • We support all of our stakeholders 365 days a year, including nights, weekends, and holidays. Therefore, your schedule for this role will include coverage during these key business hours. 

Location 

Evolve has a flexible working environment so teammates can work remotely anywhere in the state of Colorado, in our beautiful downtown Denver office, remotely or a hybrid of both! As we grow, we are working towards opening remote opportunities across the entire U.S. We currently are able to hire across the U.S except in the following locations: California, District of Columbia, Hawaii, New Jersey, New Mexico, Oregon and Pennsylvania.

Compensation

For this role our pay rate is $27.40 per hour



Total Rewards at Evolve

At Evolve, we care for our teammates by supporting their physical, mental, and financial wellbeing through a comprehensive Total Rewards Program. 

  • Industry competitive pay, including equity in the company for all Evolvers
  • Health insurance package options that include 100% employer paid HDHP plan and two PPO plan options for you and your dependents
  • Employer-paid dental, and vision, for you and your qualified dependents 
  • Paid life insurance, short-term disability, and long-term disability coverage
  • 401(k) with a 4% match that vests immediately
  • PTO, sick days, and paid Parental Leave
  • Rich learning and development program for Evolvers

But wait, there’s more… optional benefits offered include commuter benefits, pet insurance and travel perks. 

About Us

Opportunity: Our leadership and management teams are dedicated to creating meaningful learning and growth opportunities for all Evolvers, as well as providing clear expectations and continuous feedback.

Community: It’s easy to make friends at Evolve. We support maintaining a strong community through our teammate-led groups focused on learning, inclusion, environmental wellness, and more. 

Transparency: Every month, our leadership team shares how the company is performing, explaining where we’re headed next, and recognizing team members for jobs well done. 

Values: They mean more to Evolve than just bullets on a page, they drive our daily decisions and impact how we work as a hospitality company. 

  • Earn It
  • Build Loyalty One Interaction at a Time
  • Communicate Often, Honestly & Directly
  • Embrace Change
  • Stay Hungry & Humble
  • Care
  • Be Efficient
  • Take Risks
  • Learn Every Day
  • Have Some Fun Along the Way

Which value sounds the most like you?

Evolve is an equal opportunity employer. We believe that a diverse work environment is a successful work environment so all qualified candidates will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

More Information on Evolve
Evolve operates in the Hospitality industry. The company is located in Denver, CO. Evolve was founded in 2011. It has 1063 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Open door policy, OKR operational model, Team based strategic planning and Open office floor plan. To see all 6 open jobs at Evolve, click here.
Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Candidate Location Eligibility:
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Pensacola, FL
Peoria, IL
Phoenix – Mesa – Scottsdale, AZ
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Salt Lake City, UT
San Antonio, TX
San Francisco, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Wichita, KS
Wilmington, NC

Similar Jobs

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about EvolveFind similar jobs