TravelPerk
At TravelPerk, we're on a mission to empower people to meet in real life in an enjoyable and sustainable way.
Miami, FL

Director of Customer Care North America at TravelPerk (Miami, FL)

| Miami, FL
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We are TravelPerk: a scaling unicorn valued at $1.3billion that has raised over $400m since our creation in 2015.

Backed by world-class investors with portfolios including AirBnb, Stripe, Slack, Trello, Gusto, Twitter, Farfetch and Deliveroo, our team is made up of A-players from across the travel and technology industries.

Over the past few years, we’ve been named the fastest-growing SaaS startup in the world by SaaS1000 and featured as one of the hottest startups to watch by both Forbes and Wired. We’re revolutionizing the B2B corporate travel market—worth over $1.3 trillion— to connect people in real life in an enjoyable and sustainable way.

TravelPerk are innovators. During the last year we have welcomed and acquired the likes of Click Travel, NexTravel and Albatross to the team. From TravelCare, to FlexiPerk and of course GreenPerk we are shaping the future of the industry. Our team continues to emerge stronger and stronger as we adjust to the new normal—and that’s where you come in!

If you’re ready to take off with us, keep reading!

What you will do:

Mission of your role

Travelperk is on a mission to change the world of business travel. Delivering 7 stars service to our customers and employees is our number 1 Value. Therefore, we empower our people to think like owners and solve problems. As a team, we are focused on continuously improving and setting new standards in customer support. 

The Director of Customer Care North America will be responsible for setting the vision and direction of the operations to lead the CC to success. You will report to the Global VP of Customer Care.  

  • You will lead an operations that combines outsourced and in-house operations
  • You will focus on improving the customer experience, increasing productivity and service levels of the assigned market
  • You are fully accountable for the results and the team
  • Additionally, the position is responsible for assisting the VP of Customer Care with the development, analysis, and implementation of staffing.

KPIs

  • Level of SLA
  • Level of Customer Satisfaction
  • Employee Engagement
  • Employee Productivity

Outcomes

  • First weeks
    • Learn about the company, its people CC 
    • Learn the operations, from CC to ticketing/ sales 
    • Build the first relationships outside CC
  • Second month
    • Validate the team structure and hiring strategy
    • Contribute to CC strategies, SLA agreements by providing insights on topics to be build/changed/etc.
  • Third month
    • Define team’s OKRs and objectives
    • Start having impact on KPI improvements  
    • Build the team, and have development plans for your teams 
    • Have a roadmap for Travelperk CC teams 

Career Progression:

  • Report  to VP CC 
  • Up to 10 TL / 100 agents will report to you + Outsourced operation

What you need:

  • A proven track record of 5-8 years leading Customer Care team with a minimum of 50 Agents
  • Experience in both in-house and outsourced models is required
  • Experience in a technology environment is a must
  • Great communication skills in English: You can clearly explain (verbally and in writing)
  • Strong process orientation, experience rolling out processes and programs
  • High level of CC knowledge from previous experience 
  • Experience in project management
  • Proven experience managing and building teams in a fast growth environment
  • Leading teams in a high performing customer centric environment
  • Understand big picture CC strategy
  • Strong analytical capability
  • Data-driven: You always use data to drive better solutions for the CC organization internal / external & our customers
  • Organized: You are very organized and ensure nothing falls through the cracks.
  • Pragmatic: You have a startup mindset, you can think and produce quickly. Collaboration comes naturally to you, and you are capable of driving towards quick wins and last minute opportunities. 
  • Proactive: You never wait for opportunities to arise, you create them!
  • Team Player: Whatever the problem, you are always part of the solution.
  • Results driven: You are focused on delivering continuous and measurable improvements to the user.
  • Hands-on approach 

Bonus points for… 

  • Experience in/with online travel agent industry big plus
  • Experience in high growth start up is a plus
  • Spanish will be a plus.
  • Plus is to have worked previously with ZenDesk 

What do we offer?

  • Competitive compensation including equity in the company
  • Generous vacation days so you can rest and recharge 
  • Health perks such as private healthcare or gym allowance depending on your location
  • "Flexible compensation plan" to help you diversify and increase the net salary
  • Flexibility to work from home most of the time with core hours
  • Unforgettable TravelPerk events including travel to one of our hubs
  • Udemy for business account to continue your development 
  • Mental health support tool for your wellbeing 
  • Exponential growth opportunities 

Flexible Work Policy

  • You will need to be based in one of our hub countries, some positions are only open in specific locations 
  • We will require you to travel to the office hub in your country once or twice per week depending on your position 
  • In addition, every quarter you will be required to travel to an office hub location for up to 5 days to meet with your whole team
  • We have flexible working hours to fit around your life
  • Team members that want to go to the office more are welcome to!

For certain positions we can help with relocation from anywhere in the world, please let us know in your applications and we will asses weather this is possible. English is the official language at the office. Please submit your resume in English if you choose to apply.

At TravelPerk we believe that diversity adds incredible value to our teams, our products, and our culture. We don’t just accept differences—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place regardless of race, religion, gender, sexual orientation, national origin, disability or age.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • AWS (Amazon Web Services)Frameworks
    • DjangoFrameworks
    • RabbitMQFrameworks
    • DockerFrameworks
    • Docker Compose Frameworks
    • TornadoFrameworks
    • PostgreSQLDatabases
    • SnowflakeDatabases
    • ElasticsearchDatabases
    • LookerAnalytics
    • FigmaDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • DocuSignCRM
    • DriftCRM
    • LinkedIn SalesNavigatorCRM
    • OutreachCRM
    • SalesforceCRM
    • ZohoCRM
    • MarketoEmail
    • MarketoLead Gen
    • ZoomInfoLead Gen
    • LeadIQLead Gen
    • CognizantLead Gen
    • Google AnalyticsLead Gen
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What are TravelPerk Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
Paid industry certifications

An Insider's view of TravelPerk

What’s the vibe like in the office?

TravelPerk is as authentic as it gets. From bunnies to dogs, we always have a furry friend to hang out with. We have an incredibly open-minded, accepting, and supportive team that goes above and beyond to bond outside of the 9-5 work-day grind. Whether it is a fun office cocktail hour or our mid-day snack break, it's good vibes only at TravelPerk.

Matthew

Croft

What does your typical day look like?

As an Account Manager, I have the unique opportunity of wearing multiple hats. The primary focus of my role is to provide exceptional client engagement to support their business growth. While my clients remain my top priority, I stay connected and involved with cross-functioning teams to share ideas and collaborate on projects throughout the day.

Siri

Thongpan

How has your career grown since starting at the company?

I found my passion in sales during my internship with TravelPerk. Since then, I've had the chance to learn different aspects of the business from account management to marketing, operations, product, and HR. As the company grew, so did I. Today, I'm part of the US leadership team and manage a team of Account Executives in our new Miami office.

Maria

Sales Manager, Sales Executives - North America

What is your vision for the company?

TravelPerk is rapidly becoming the default all-in-one travel solution for small and medium-sized businesses everywhere. We help 5,000+ clients realize deep cost savings along with an extensive menu of easy-to-use management tools, from comprehensive travel policies to streamlined booking processes and advanced insights on spend. We're moving fast -

Matt

Herzog

What makes someone successful on your team?

Our values at TravelPerk are not just words, we really live by them. Every day I see successful team members taking ownership of their work to find the best way to have a real impact. They spot opportunities and raise their hands to be part of the solution. It doesn't matter if you've been here for 3 years or 3 weeks, you can make a difference.

Flick

Williams

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