Director Customer Service
Mews
Prague
před 6 dny

Description

Can you help us change the world?

Yes, you read that correctly. It sounds grand, but we’ve got big ideas at Mews. We’re transforming the world of hospitality, re-imagining the industry with a best-in-class cloud-based property management solution for hotels, hostels, apartments, and so much more.

We’re on the lookout for ambitious, tenacious and passionate people who want to join the next eneration of innovators and disrupt the hospitality industry with us.

Sound good so far? If you’re a Director of Customer Service , keep reading and tumble down the Mews rabbit hole...

About the role

First things first : you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role especially at a rapidly growing company like Mews but if we had to distil it down to a job description (which we do, because this is a job description), it would be this :

We’re looking for a Customer Service Director who will build a customer service function that is best in the class . Reporting to the Chief Customer Officer, you will lead a team of customer service specialists to address and solve customer issues in a confident and professional manner, increasing customer satisfaction and ensuring customer retention.

In addition, you will build an enablement function to support these teams, including training, knowledge management / content strategy, and resource planning.

You’ll be responsible for leading and scaling a high performing support organization. You are a natural self-starter, excited to manage and continue building world-class scalable operations at a high growth company.

You will partner closely with Leadership to develop and execute our customer support strategy and to ensure continuous improvement of the customer experience and operational excellence.

At Mews, we care about our customers! Our Customer Support Team balances technology and human empathy to build customer trust and loyalty.

Your mission, should you choose to accept it :

  • Operate with a deep, empathetic understanding of our customer (e.g., journey, friction points, behaviours)
  • Responsible for all aspects of our customer service operation, which includes teams based globally
  • Drive the overall performance of the customer service organization including, service levels, workforce planning, team productivity, compliance & customer satisfaction
  • Ensure the team is growing at pace with our customer base and hiring, tooling and process needs are aligned with the skills and knowledge required to support new and existing products
  • Leverage data to identify opportunities and gaps in performance and coordinate actions across your leadership team to deliver improved results
  • Execute strategy at the customer contact level with consistency, course correct where needed, and proactively communicate outcomes to leadership and stakeholders
  • Manage teams to meet customer metrics e.g., Net Promoter Score, CSAT, Median Response and Resolution times, First Contact Resolution, Abandonment, etc.
  • Continually retool operating plans across your teams to sharpen execution and elevate results
  • Create a high-performance culture of excellence, inspire your senior leaders to be relentless advocates for the customer and employee
  • Leverage business analytics and customer insights to identify / implement enterprise-wide improvements
  • Partner closely with Regional Leadership and functional leaders across Product, Engineering, Finance, Legal and People Teams
  • Requirements

    You’ll be a great fit if you bring a few of the below with you :

  • 8+ years of experience leading multi-channel (voice / chat / email) customer service / experience teams with experience in a fast-growth organization
  • Track record for building and growing world-class support organizations characterized by customer-centricity and high productivity
  • Strong empathy for customers; employs a customer-backwards approach
  • Experience with Salesforce Service Cloud would be an asset
  • Strong analytical skills, ability to interpret management intelligence and business intelligence to develop strategy and make recommendations
  • Employ a data-driven approach to managing team; track record of exceeding targets, KPI’s SLA’s
  • Strong understanding of business processes and implementation into enterprise applications
  • Acute attention to detail, allowing you to think big, adapt quickly, and act fast
  • Excellent leadership, management, and interpersonal skills; ability to inspire and motivate others
  • High EQ; excels navigating highly collaborative and matrixed environment and leading with influence
  • Thrives in a demanding, fast-paced environment whilst building strong cross functional alliances with Product, Customer Success and Sales
  • Excellent communication skills and presentation skills
  • Benefits

    What’s in it for you?

    Did you know that Mews was voted the Best Place to Work in Hotel Tech in 2021? You do now. Most of that is down to our inspiring team, but part of it is because of some pretty amazing perks.

    As well as awesome colleagues and stimulating work, you'll get :

  • Company shares
  • Unlimited holiday (no, this is not a typo)
  • Health and wellness plans
  • Remote / flexible working ️
  • Regular team events, socials and a legendary annual company gathering, Mews Con (the only con that’s actually a pro)
  • Who is Mews?

    We want to get to know you, so it’s only fair we tell you a little bit about ourselves first. We were founded in 2012 by a team of former hoteliers, and since then we’ve been transforming hospitality for both hotel staff and guests.

    Essentially, Mews is a powerful software platform that acts as a central nervous system for hotels, hostels, apartments and more.

    We use smart tech and automation to make day-to-day operations easier for hoteliers, so they can focus on the thing that really matters : providing remarkable guest experiences.

    More than 2,000 properties across 60+ countries are powered by Mews, with more joining every week. Bookings, payments, operations, guest management everything a hotel needs to operate can be done through our solution.

    We work with some amazing hotels, including Sage Hospitality Group, Machefert Group, The Student Hotel, and Tsogo Sun Hotels.

    Life at Mews

    That’s what we do, but what about who we are? Mews’ culture is special and difficult to capture in words, which makes writing this tricky.

    You'll experience the freedom to be yourself and the ability to watch your ideas come to life. You’ll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person.

    Sometimes the work can be challenging and there can be a lot of it, but you’ll always be able to rely on those around you.

    Yes, we’re ambitious and we move fast, but we know the value of fun and taking a breather. Every month we have a Wellness Wednesday, a day off that you can use to boost your health, whether that’s a long lie-in, a trip to the gym, or anything in between.

    We have slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team.

    Oh, and we love our pets. To get more of an idea what life at Mews is like (and to see dozens of cute cats, dogs, and hamsters), check out our .

    We’re guided by our five key values; if you see yourself in them, it’s time to get in touch.

    Ambitious

    We truly believe that great technology can make the entire human experience better.

    Resilient

    We’re tough. The workload might be heavy, but with one foot in front of the other, we can handle an intensity workout.

    Curious

    We’re innately curious. We read, we discover, we ask questions, we challenge assumptions, and we’re obsessed with the word why’.

    Open

    We’re an open book. We share our work and experiences with one another, as well as our community.

    Human

    You can’t take risks if you’re afraid to fail. We all make mistakes. The key is to learn, get feedback and improve.

    Everyone is welcome at Mews

    This part is straightforward. We’re an equal opportunity employer and truly value diversity within our company. We never have and never will discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or anything else for that matter.

    Think this could be the beginning of a beautiful friendship? If you’d like to know more about us and what we do, check out .

    Otherwise, spruce up your CV and apply. We can’t wait to hear from you.

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