Systems Enablement Manager, Customer Service

About the job

Customer advocacy is at the heart of Customer Service. HTS’s Customer Service teams endeavor to leverage AI technologies to build automated workflows, in order to allow customers to help themselves whenever possible and provide both users and agents a delightful, seamless experience. The Systems Enablement Manager will have an integral role in driving customer happiness and reducing HTS cost to serve customers. They will create and manage user and agent-facing self-help resources that support customer and agent autonomy, along with product engagement.

The Systems Enablement Manager will be responsible for owning all agent-facing tools. They will focus on every-day automation initiatives, including agent and customer workflows, AI virtual assistant building and governance; along with data management; and overall system administration.

Key Responsibilities

• Liaise with internal and external stakeholders to collect functional and technical requirements

• Design and own all client and agent facing interaction tools including (but not limited to): CRMs, Cloud based telephony, chat and email platforms, AI-based virtual assistants, translation software, Knowledge Bases

• Design and own automations for all internal agent-facing tools (CRM, custom-built apps, communication platforms and servicing data)

• Responsible for the upkeep and maintenance of all tools including during emergencies

• Optimize agent workflows based on new HTS products/initiatives and available tools

• QA new automations thoroughly and proactively in order to prevent mistakes and avoid problems during and after feature roll out

• Respond to Systems Service desk requests timely and proactively

• Collaborate with internal teams and external vendors to troubleshoot technical issues

• Partner closely with key stakeholders to recommend and pilot 3rd party and in-house tools to enhance the experience of both customers and agents

• Keep informed on internal and external changes that impact users and agents on a regular basis, to ensure that automations are optimal and up-to-date

Minimal Qualifications

• Has a strong understanding of contact centres, live support tool operations and agent behaviours

• Has excellent computer skills, a willingness and an eagerness to leverage AI technologies to build automated workflows with a data-driven approach

• Has a high level of understanding, patience and empathy; but overall, an exceptional attention to detail.

• Has previous remote work experience and appropriate remote work set-up - such as quiet space, stable internet connection, and a back-up location

• Is commitment to continuous growth and learning. They understand that every challenge is an opportunity and they get excited about learning new things

• Experience in a technical role (Software QA, Junior Engineer etc.)

#LI-REMOTE

More about Hopper

At Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel better and save more on their trips.

The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. The Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70% of its users being Gen Z and millennials.

While everyone knows us as the Gen Z and Millennial travel app, Hopper has evolved to become much more than that. In recent years, we’ve grown into a travel fintech provider, commerce platform, and global travel agency that powers some of the world’s largest brands.

Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada, and many more.

Here are just a few stats that demonstrate the company’s recent growth:

• Billions of dollars worth of travel and travel fintech are sold through Hopper and HTS’ channels every year.

  • Our fintech products – including Cancel for Any Reason and Flight Disruption Assistance – have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no-questions-asked resolutions.

  • Almost 30% of our app customers purchase at least one fintech product when making a booking; and consumers are 1.6x more likely to repurchase if they add fintech to their booking vs if they booked just travel.

• Given the success of its fintech products, Hopper launched a B2B initiative, HTS (Hopper Technology Solutions), which represents more than 75% of the business.

  • Through HTS, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory on their direct channels. As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders. Other HTS partners include Air Canada, Uber, CommBank, Nubank, Flair Airlines and many more.

Hopper has been named the #1 most innovative company in travel by Fast Company.

We have raised over $750 million USD of private capital and are backed by some of the largest institutional investors and banks in the world. HTS is primed to continue its growth as the leading travel ecommerce provider in a $1 trillion online shopping category. The Hopper app and website will also continue to be the preferred travel provider for Gen Z and Millennials.

Come take off with us!