Peek is hiring a
Sr. Manager, Partner Support, Remote - United States

Summary

The job is for a Senior Manager in Peek.com's Partner Support team. The role involves leading a team, driving strategic initiatives, improving operational efficiency, and collaborating with internal stakeholders. The company follows a 'remote-first' philosophy and has a diverse team distributed across various locations.

Requirements

• Minimum 5 years of experience in quality assurance, customer service, technical support, or related role, with at least 5 years in a leadership capacity
• Proven track record of driving strategic initiatives and leading teams to achieve performance targets and business objectives
• Strong interpersonal and communication skills, with the ability to build rapport and influence stakeholders at all levels of the organization
• Excellent problem-solving and decision-making abilities, with a focus on continuous improvement and innovation
• Flexibility to work in a fast-paced and dynamic environment, with a willingness to adapt to changing priorities and business needs
• Knowledge of tour operator ticketing software, POS systems, or equivalent
• Experience working across teams and exhibited knowledge of feedback loops
• Strong organizational and time-management skills
• Full-time availability; Dependable WiFi in a personal workspace that allows for a distraction-free environment
• Great ability to communicate actionable, constructive feedback
• Ability to learn new systems quickly

Responsibilities

• Develop and execute strategic initiatives to enhance the efficiency and effectiveness of Partner Support operations
• Provide guidance and support to a Manager and a Lead, fostering their professional growth and development
• Utilize workforce management tools to optimize resource allocation and capacity planning
• Demonstrate expertise in handling escalated issues with finesse and efficiency
• Serve as a champion for AI usage within the support ecosystem
• Set clear performance expectations and KPIs for the Partner Support team
• Collaborate with team leaders to map the need for process improvements, (re)training and onboarding programs based on collected data
• Serve as a mentor to a diverse team of hourly support representatives
• Proactively suggest new team strategies and identify opportunities to enhance service delivery
• Build and maintain strong relationships with internal stakeholders

Preferred Qualifications

• Knowledge of PeekPro software preferred
• Experience working within Support tooling systems, such as ZenDesk or Kustomer
• Experience working with QA systems, such as StellaConnect or MaestroQA
• Experience working with workforce management systems, such as Tymeshift or Surfboard
• Experience working with Salesforce, JIRA, Slack, and/or G-Suite
• Experience hiring and scaling teams across multiple pillars while managing individual contributors with various levels of experience
• Spanish language fluency preferred

Benefits

• Full health care, dental, and vision plans
• Paid parental leave
• Company recharge at the end of the year
• Competitive compensation packages that include significant equity upside