Product Support Associate Manager, Escapia Software

Product Support Associate Manager, Escapia Software

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We're building a more open world. Join us.

Expedia Product & Technology builds innovative products, services, and tools to deliver high-quality experiences for travelers, partners, and our employees. A singular technology platform powered by data and machine learning provides secure, differentiated, and personalized experiences for the traveler and our partners that drive loyalty and customer satisfaction.

Are you looking for a meaningful career in a client-focused team environment, where you get to use your excellent leadership and customer service skills to help others? Are you passionate about technology, operational excellence, data-driven decisions, and inspiring teams to deliver world-class support? Are you a customer-focused self-starter, with excellent communication and listening skills, with a passion for leading teams to deliver high customer satisfaction? If so, we want to talk with you!

We are seeking a Product Support Associate Manager to join our Customer Experience and Software Products Leadership teams. As the Product Support Associate Manager, you will be responsible for leading, and supporting a team of individuals who deliver world-class support to Escapia Software's B2B technical partners and professional property managers. In this role, you will be responsible for all facets of the team including coaching, performance management, career development and process/team improvements.

In this role, you will:

• Responsible for managing support team's overall performance and professional development through regular performance feedback and coaching
• Proactively communicate with Product Support Managers regarding workflow, staffing issues/performance, and customer experience items including knowledge management and operations
• Support team by answering questions, giving feedback, and providing mentorship on team issues
• Monitor and analyze key metrics and reporting to make sure defined productivity and customer satisfaction service levels are met, and address issues quickly when they are not
• Advocate for process and product changes that improve customer experience and innovate toward simplicity
• Develop and maintain subject matter expertise across functional areas of responsibility including processes, policies, and products
• Special projects as designated by management
• Carry out performance measurement (Quality Audits), customer satisfaction scores/feedback, general monitoring, and evaluation of all agents and operators to improve the teams' efficiency
• Provide feedback to team members in 1:1 at least twice per month
• Resolve escalated customer complaints and questions within the required time frame; assist team with de-escalation of calls in real-time as needed
• Coordinate training for new hires and existing staff; participate in the delivery of training
• On call duties for outages or customer impacting issues

Experience and qualifications:

• Proficient in Escapia products is useful, including VRBO
• At least 3 years of experience in tech support or customer support. Experience working within a B2B software business preferred. Internet, property management, or travel industry experience is useful
• Expertise in troubleshooting software and directly managing team members is a plus
• Bachelor's or Master's degree in a related field; or equivalent related professional experience
• Proficient in Atlassian products (Jira & Confluence) and Salesforce is useful
• Consistent track record of delivering great customer satisfaction in complex, rapidly changing environments
• Excellent interpersonal, communication and consulting skills
• Understanding of standard business practices related to customer support operations
• Ability to plan well and prioritize work to continuously meet multiple project deadlines with high quality

The total cash range for this position in Austin is $78,500.00 to $110,000.00. Employees in this role have the potential to increase their pay up to $125,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role. Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual's knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee's passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits.

Accommodation requests: If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you're confident who the recipient is. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.