Owner & Guest Support Manager, Evolve
$69-80k
+ Equity
More information about location
Making vacation rental easy for everyone
Job no longer available
Making vacation rental easy for everyone
1001+ employees
Job no longer available
$69-80k
+ Equity
More information about location
1001+ employees
Company mission
To make renting a vacation home easy for both guests and owners by offering verification and 24/7 support.
Role
Who you are
- 5+ years of experience in customer service, preferably in a contact center environment
- 1+ years of experience coaching and supporting employees to achieve goals
- People First: Able to support strategies and goal achievement with your team
- Customer Obsessed: You model and promote customer service excellence and can identify and action strengths and gaps in teammate customer service delivery
- Results Driven: Can support department quality and service standards through data-driven communication, recognition, and coaching of their team and individual teammates
- Self-Motivated: Able to align your actions to Evolve’s mission and values and be intentional with your time in a remote environment to independently complete responsibilities
- Culture Driver: Acts as a role model and champion of Evolve’s values and customer promises who builds connection and community with your team and peers
- Collaborative: You show respect in interactions with direct reports and peers and work proactively with others to build professional relationships and solve customer and teammate issues
- Excellent Communicator: You effectively seek understanding, gain buy-in, and articulate information, ideas, feedback, and needs to internal and external stakeholders
- Change Agent: You have an open and curious mind to change and own leading your team through it
- Experience with Google suite, business analytics software, and Salesforce.com (CRM) preferred
- We support our customers 365 days a year, including nights, weekends, and holidays. You must be willing and able to work assigned schedules to meet business needs
What the job involves
- The Owner and Guest Support Manager will coach and develop a team that is empowered and engaged to partner with owners and guests to provide timely answers, guidance, and solutions to their vacation rental needs
- You will coach, mentor, and inspire a team of individual contributors and a Team Lead that support Evolve’s stakeholders -- including through complex, challenging, and escalated issues
- Manage a team of 10-15 employees, acting as a positive role model and servant leader, owning the success of your team to ensure goals and service level and quality targets are met or exceeded
- Regularly monitor teammate performance and provide individual coaching and development for direct reports through on the spot coaching and regular 1x1 conversations
- Provide teammates with both in-role and career development
- Interview and evaluate candidates to join the Owner and Guest Support team
- Motivate and engage your team through regular recognition, meeting facilitation, and team building activities
- Lead team knowledge sharing and champion change on relevant topics in the industry and Evolve as a whole, including internal process or organizational changes
- Work with owners and guests to resolve escalated issues
- Handle customer interactions when business needs dictate to ensure service level achievement
Our take
Evolve is a hospitality company offering 5-star experiences to rental customers in highly vetted properties. It takes a direct hand in guest experience management, from preparing and vetting properties, to fine-tuning stays in response to client feedback.
Launched in 2011, Evolve came to the game shortly after Airbnb. However, where Airbnb makes vacation rental possible for everyone, Evolve’s aim is to make it easy. This is a difference it has made great pains to stress - perhaps a hangover from the misconceptions it faced from VCs when raising initial funds.
Evolve serves thousands of homeowners, with over 10 million guest customers. As home rentals continue to be popular, and with the market in need of quality control, Evolve’s 5-star focus enables it to stand out and secure a good position for the future.
Steph
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2022
$100m
LATE VC
May 2020
$25m
SERIES E
Total funding: $224.2m
Company benefits
- Onsite gym
- 401(k) matching up to 4%
- Free travel credit and discounted stays
- Monthly all-company meetings
- Happy hours
- Baseball games and holiday parties
- Community groups
- Paid leave for new parents
- Work from home opportunities
- Health insurance
Company HQ
Central Business District, Denver, CO
Leadership
Brian Wegan
(Founder & CEO)They studied at Boston College and the University of Virginia School of Law. They were an Associate Attorney at Gunderson Dettmer, and VP of Exclusive Resorts.
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