Customer Experience Shift Manager

Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.

Today, Guesty has 15 offices and 700+ team members across the globe.

The Guesty For Hosts/Guesty Lite Customer Experience Specialist's responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.

This role will be expanding into a Shift Manager role within a few months following the necessary certification.

The perfect Customer Experience Shift Manager has a strong technical orientation and is eager to help, has very strong communication skills, and is not afraid of being creative and thinking outside the box.

Responsibilities:

• Responding to customer queries in a timely and accurate way, via email mostly but can also be via virtual meetings.
• Providing step-by-step technical help, both written and verbal, with great attention to detail.
• Troubleshooting customer issues, solving problems, and helping with queries about their account.
• Managing and supervising remote team members by assigning tasks and reviewing their compliance with the shift’s needs.
• Work closely with the Operations and Management Teams to provide help in managing escalations, Support Specialists' schedules within their shifts, and meet the KPI’s protocols.
• Work closely with the Team Leader/s to continuously improve and support the department's goals and shift operations.

Requirements:

• Bachelor’s Degree
• Native English/Near-native speaker (or mother tongue)
• At least 2 years experience in a similar role
• Flexibility in working under a Hybrid model in our Israel HQ offices.
• Tech-savvy and high written communication skills - strong computer skills - a must.
• Ability to adapt to a fast-paced, changing environment
• Ability to understand, investigate, and articulate any potential issues, as well as resolve such issues
• Ability to use judgment and think outside the box
• Customer orientation and the ability to go the extra mile to engage customers
• Empathetic, helpful, and positive attitude
• Fast learner, autodidact
• Hardworking, able to work in a deadline-driven environment with multi-tasking functionalities.
• Experience working with ticketing systems, technical tools, chatbots, etc.

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of any characteristic protected by law.