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Title: Member Support Associate, Team Lead

Location: Remote

Hotel Engine is the world’s largest Lodging Performance Network, established to create a richer, more rewarding business travel experience by connecting a global network of businesses and lodging partners. Our innovative travel-tech company is on an incredible growth trajectory and will continue to build on our strong foundations by bringing our customer obsession, data-driven problem-solving, and bias for action into every decision we make.

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.

Working hard behind the scenes building and supporting our platform are exceptional people from our large engineering and product teams to our fast-growing sales, supplier, and member support orgs, to our data, marketing, and operations teams.

We value our iniduality, and we also understand that together, we thrive. Most importantly, we know we’re not for everyone! We’re focused on finding the right people who are energized by our culture, with erse experiences and backgrounds that will help us unlock our full potential. Complacency doesn’t live here. We’ve built a team of world-class people who really want to work with other world-class people. Click here to view our DNA, and if you like what you see, please, read on!

Reports to Member Support Manager

$26.50 an hour

This is a Monday to Friday position with varying shift times (AM/PM) and occasional weekend work may be required.

As a Team Lead on the Member Support team, you will be a part of a dynamic and close-knit group of teammates passionate about world class customer service. We are looking for a person who can balance inidual contribution along with team coaching and guidance. Our team work closely with all clients; from iniduals to hotel suppliers and even our API integration partners to resolve all detail changes. You will help the team succeed by actively assigning cases to teammates, assisting with escalated calls and cases and guiding the team around maintaining and hitting our service level agreements. You will also be responsible for inidual contribution towards our team hitting our key performance indicators.

Responsibilities:

Inidual Contribution (70% of overall work week)

• Collaborate with members via phone, email and chat to manage current reservations.
• Confirm with hotels that proper billing procedures are being followed and that our members have a seamless experience with their reservations.
• Resolve difficult issues with our corporate contacts with a positive, professional tone.
• 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.
• Communicate solutions internally and externally to resolve issues.
• Submit feedback to the team in the interest of developing more efficient future processes – we want to hear your opinions!
• Process client refunds in a timely manner.
• Work across multiple online portals and can dexterously move between operating systems
• Provide a top tier level of customer service.

Team Contribution (30% of overall work week)

• Assist with training and coaching sessions for new hires and continued development sessions for the entire team
• Actively monitor our daily queues while assigning the appropriate workload of cases to iniduals throughout the day to help maintain our SLAs
• Work closely with management to maintain and create SOP’s to keep the team most up to date on new processes and procedures
• Keep the team motivated and engaged throughout your shift by offering guidance and support
• Take escalated situations and see issue resolution through from beginning to end
• Work with Member Support leadership to help with quality assurance for our email, chat and phone interactions
• Help our claims and disputes department succeed, including facilitating conversations with accounting and member experience to make sure we are saving the company and our members time and money!

Requirements:

• You have a hospitality mindset with a passion for guest experience and inherent motivation to help others; you’ll always go the extra mile to make sure the job gets done right
• Experience in conflict resolution with the ability to manage several tasks at once without pause, as well as identify and balance top priorities
• You are personable (especially on the phone) and have an awareness of your emotions, how they impact others, and the ability to manage stressful situations
• Experience working in a team-oriented and collaborative environment
• You are genuine, organized, trustworthy, reliable, sincere, and appreciate learning every day
• Have a successful track record in following-up and following-through on your commitments
• Thrive in a collaborative and fluid environment that may result in changing priorities
• Training and quality assurance experience is a plus!

We support our members seven days a week. This position requires flexibility; including nights, weekends, and holidays.

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.