Guest Experience Manager I - Comms

Summary

Join Kasa's Guest Experience Management Team as a Guest Experience Manager and lead a team of specialists in providing exceptional guest experiences. You will oversee team operations, focusing on development, process optimization, and performance enhancement. Based in the Philippines, this contract position requires 3+ years of service-oriented experience and 2+ years of leadership experience managing customer service teams. You will mentor team members, contribute to a positive team culture, and support trust and safety initiatives. This role offers remote work flexibility and Kasa travel credits.

Requirements

• 3+ years of experience in a service-oriented industry
• 2+ years of leadership experience managing customer service teams or related operations
• Exceptional communication and organizational skills, focusing on delivering creative and thoughtful guest solutions
• Proven ability to develop and refine Standard Operating Procedures (SOPs) and implement process improvements
• Strong analytical and strategic thinking skills with a collaborative mindset
• Demonstrated expertise in managing workflows and adhering to SOPs while maintaining a big-picture perspective
• Highly dependable, proactive, and composed under pressure
• Tech-savvy, with an ability to quickly adapt to new platforms and systems

Responsibilities

• Lead and inspire a remote team of 8-15 Guest Experience Specialists across multiple time zones to achieve and exceed performance goals
• Oversee escalated guest communications across various channels (phone, SMS, WhatsApp, chat, and email) with a commitment to timely, empathetic, and effective resolutions
• Proactively drive team performance, ensuring alignment with departmental objectives and key results (OKRs)
• Manage the team in real-time, effectively adjusting strategies to accommodate changing volumes and priorities
• Mentor and coach team members, providing personalized development plans that empower them to grow professionally
• Contribute actively to a positive, high-performing team culture by fostering collaboration, trust, and inclusivity
• Support trust and safety initiatives while maintaining compliance with operational standards and procedures
• Collaborate on training initiatives and process improvement projects to strengthen team capabilities and drive success
• Work a non-traditional schedule, including weekends, with two consecutive weekdays as your “weekend.”

Preferred Qualifications

• Experience in the hospitality industry or a contact center environment
• Familiarity with workforce management tools, including scheduling and forecasting
• Knowledge of CRM systems, particularly Kustomer
• Background in a small company or start-up setting

Benefits

• Remote Work: With flexibility as a core value, and over three-quarters of the team working remotely, Kasa employees are able to work from anywhere!
• Kasa Travel Credit: We love to travel! Kasa employees get an allowance of free stays with us in any of our locations , plus a 50% discount on any night for friends and family
• The Pay: The starting base pay range for this role is set based on multiple considerations including business needs, market demands, talent availability, experience, and unique skills and attributes. The base pay range is subject to change and may be modified in the future