Peek is hiring a
Sr. Manager, Partner Support, Remote - United States
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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
This job is filled or no longer available
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