Manager, Member Support

Hotel Engine is a Denver-based travel tech company on a mission to radically simplify trip management for businesses. We’re not a cumbersome travel management company, nor an online price aggregator. We’re a powerful network that brings hotels and businesses together. Our members save time, money and effort in managing their lodging programs, and our partners get access to loyal, high-value business travelers. It’s a true win-win. Following a 2021 series B funding round at a $1.3 billion valuation, we achieved remarkable growth in 2022. We expect 2023 to be our best year yet.

Across our organization, we’re powered by exceptional talent. From our large Engineering and Product teams to Sales, Supplier Relations, Member Support, Data, Marketing and Operations, our team is forward-thinking, data-driven and customer-obsessed. We’re also a lot of fun — one of the many reasons we were named a Best Place to Work by Built In Colorado for the past four consecutive years.

We value our individuality, and we also understand that together, we thrive. Most importantly, we know we’re not for everyone! Complacency doesn’t live here. We’re focused on finding the right people who are energized by our culture and bring diverse experiences and backgrounds that will help us unlock our full potential. Click here to view our DNA, and if you like what you see, please read on!

Job Description 

• Ensure the highest level of customer service and professionalism by the Member Support staff

• Quality monitoring to ensure a high level of service performance through continuous coaching that will result in gradual development and improvement of Member Support agents

• Ensure that all internal policies and procedures are followed, escalate inefficiencies and discrepancies as they arise

• Maintain training methods for timely and efficient execution of departmental goals. Be cross trained in all pertinent functions/areas

• Be meticulous about details. Our team works as a collective unit in order to ensure top notch customer service. This means that we may have multiple teammates address the same issue and we require details notes on all interactions with our members and partners

Primary Responsibilities

• Lead a team of 10-12 Member Support associates

• Managing performance across a team of Member Support associates, coaching them to reach their set goals and grow their platform knowledge

• Develop & coach your team through weekly 1:1s, biannual reviews, quality assurance, and helping your team attain both personal & professional career goals 

• Iterate on current Member Support processes, and scripts to increase efficiencies

• Collaborate cross functionally with key partners in Account Management, Biz Ops, Product, and Marketing to continue improving the overall customer experience

What We’re Looking For 

• You have 3-5 years of experience leading Support teams with high level of accountability in a B2B industry

• Pristine written & verbal communication skills - this job does require both phone and email communication across all teams 

• A quick learner ready to grasp our systems, processes & procedures 

• Ability to problem solve and work on several projects simultaneously while continuing to provide quality work 

• Experience with Salesforce.com (CRM) strongly preferred 

• Forward thinker with the capacity to be creative in developing new ideas and implement proven methods for the team 

• A leader with high expectations of each of their team members and isn’t afraid to have challenging conversations to coach towards individual and team goals

• Able to work quickly and efficiently while still being thorough 

Cash compensation:

• The base salary for this role is $70,000-$85,000 per year. Final offer amounts are determined by multiple factors, including prior experience, expertise & may vary from the amount above.

Remote Opportunities:

• This role is eligible for remote work. Hotel Engine is authorized to do business in all 50 states.

Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than day-to-day responsibilities. Hotel Engine has been recognized on Built-in Colorado’s Best Places to Work list 3 years in a row (2020-2022) for our positive culture and robust growth opportunities. 

As a company, we’re also dedicated to giving back to our greater community, and have comprehensive corporate social responsibility programs supporting community, social justice and environmental causes. In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:  

• Competitive base salaries 

• Annual performance bonuses

• Stock options for all associates + performance-based stock options 

• Insurance benefits including medical coverage (with a plan available at no cost to employees) + 100% paid dental and vision insurance 

• 401(k) plan with a match program

• Unlimited PTO + 2 paid days each year to volunteer with your favorite non-profit

• Paid parental leave and family medical leave

• Hotel discounts through our exclusive platform

• The ability to make a real impact in an incredibly fast-growing organization; you’ll never be just another cog in the wheel.