Customer Experience Supervisor, Peerspace
$73-78k
+ Equity
Marketplace for hourly venue rentals
Job no longer available
Marketplace for hourly venue rentals
101-200 employees
Job no longer available
$73-78k
+ Equity
101-200 employees
Company mission
To open the doors to rentable spaces in cities around the world, from photo studios and meeting rooms, to backyards and bars.
Role
Who you are
- Problem Solver
- Excellent written and verbal communication with attention to detail and grammar
- Strong critical thinking skills
- Excellent ability to multitask and delegate
- Able to inspire & motivate
- Able to work independently and provide guidance in place of manager when needed
- Thrives when providing guidance/help others
- Able to proactively identify solutions to areas that would benefit from process improvement
- Able to create a clear process from scratch
- Able to generate and analyze reports, and provide recommendations based on data trends
- Energized by investigating issues
- Sense of humor and enjoy working with others
- Consistently and objectively apply guidelines and comfortable with discretionary decision making when faced with difficult decisions
- 3+ years experience in Customer Service/Support/Experience
- Working knowledge of: Google Drive, including Sheets & Slides - SQL
What the job involves
- Ownership over one or more ongoing strategic areas of CX (i.e. Dispute Resolution, Learning & Development, Customer Outreach)
- De-escalate and mediate disputes between users and other escalations
- Provide clear, concise, and helpful guidance/responses to time sensitive escalations, applying guidelines and discretionary decision making
- Provide regular performance feedback and provide career development opportunities for team members
- Drive team to meet and exceed metric expectations
- Help with the distribution of work, including working in the queue when needed based on volume
- Ensure employee engagement by developing a trusting, accountable team
- Help plan training sessions
- Determine best tools available for team success
- Develop processes & guidelines to help ensure consistent processes are followed by all team members
- Proactively identify and provide solution-based recommendations for improvements to current team processes
- Run weekly KPI reports, analyze results, and provide improvement recommendations based on data trends
- Assist in retrospective investigations of escalations
- Cross-functional collaboration across the organization
- Present in team and all-company meetings
Our take
The growth rate of event and party space rentals is growing exponentially along with the everlasting need for exciting locations for film & TV productions. Peerspace is a marketplace for users to explore venues for both meeting and production needs. Likened to the Airbnb for hourly renting venues, the company has over 45,000 spaces bring their visions to life around the globe.
Growing rapidly from the get go, Peerspace made its mission to find interesting spaces to market via it's site to encourage traffic from a certain demographic of creatives. The company’s 2023 rebrand has aligned the aesthetic of the company with its users. Fashion shoots, music videos and film shoots among other events like birthday parties are some of the exciting happenings inside the venues that Peerspace host on its site.
The company now stands as a leader in its market offering subscriptions like PeerspacePro which connects its agency partners to provide production crews with exclusive rentals and scouting support. The company’s customer base, including Disney, Netflix and Vogue as just a few of the household names to use the service. Now the company's tackling Houston as its next destination, so it will be exciting to see how this takes off and what's next for Peerspace.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jul 2018
$16m
SERIES B
May 2017
$11m
SERIES A
Total funding: $45m
Company HQ
Financial District, San Francisco, CA
Leadership
Kevin Yuann
(CEO)Joined Peerspace in 2024 as CEO. Previously they held the position of Chief Business officer at NerdWallet and Senior Director of Strategic Initiatives at Visa.
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