Homes Customer Support Agent

Customer advocacy is at the heart of Hopper. As a globally distributed team of travel and hospitality enthusiasts and experts, we believe that every interaction before, during and after booking travel with Hopper should earn our travellers' trust and loyalty.

Homes is one of the newest verticals at Hopper — as such, our service agents on this team must be flexible and willing to adjust with the evolving structure of the vertical. Service agents for Homes must be a scrappy, empathetic, persistent, hands-on “doer” who will not only bring the highest level of service and problem solving to our customers, but also play a part in the innovation and growth of our CS team. Joining the homes will empower you to quickly grow within the organization, with fast tracks to promotions for those who show the ability to build a better way to help our customers, and help fellow team members do the same.

Requirements

• A minimum of 2 years in a user-facing or back of house hospitality industry role, experience with VIP customers is an asset
• Exceptional written communication skills in English; proficiency in Spanish is a strong asset
• Excellent computer skills, a willingness and an eagerness to excel at technical systems
• Possess high level of understanding, patience and empathy. Able to navigate difficult customer conversations with professionalism
• Have previous remote work experience and appropriate remote work set-up - such as quiet space, stable internet connection, and a back-up location
• Be prepared to work full-time hours on a schedule that includes evenings, weekends and holidays
• Are committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things

Preferred Qualifications

• Experience building training resources and coaching peers the new and sometimes challenging scenarios
• Previous work experience within the hotels and/or vacation rental industry

Responsibilities

• Assist customers via email, chat and voice to ensure they have the best possible experience. No set scripts, human conversation only.
• Learning and teaching: we are an adventuresome bunch with a new product, so expect that many things will change, and you will be able to learn with us, and help mentor new agents
• Work out of multiple reservation systems and a variety of internal tools and systems to assist guests with Hopper hotel bookings
• Help users navigate the Hopper app, troubleshoot bugs and provide guidance on new features
• Constantly prioritize and re-prioritize a high volume of incoming travel requests for homes bookings
• Provide an exceptional level of customer support to all users who reach out

More About Hopper

Today, Hopper is best known as a travel app. We're going to do about $1B in sales this year and weathered the COVID storm better than anyone expected. We just raised $170M from Goldman Sachs and Capital One, and inked a deal to be the exclusive travel provider for Capital One Travel.

We owe our success, in large part, to a proprietary suite of data-driven and risk-based financial services that we have developed that complement a customer's trip-purchasing experience. One example is Price Freeze, where our customers are able to purchase a financial option in the app to lock in any price that they see, on any item, for as short as 1 hour or as long as 21 days with Hopper taking the risk on the other side of the trade.

Now we're laying the groundwork for continued expansion in 2021 by adding great people to our team who can help us compete with the travel giants.