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Customer Care Platform & Applications Manager

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Customer Care Platform & Applications Manager

We are TravelPerk: a fast-growing, well-funded startup that has raised nearly $134m  (techcrunch.com/2019/07/18/on-a-growth-tear-work-trip-saas-travelperk-adds-60m…) since our creation in early 2015. Backed by world-class investors in some of tech’s most disruptive companies, including Slack, Trello, Twitter, Farfetch, Deliveroo and Delivery Hero, our team is made up of A-players from the online travel industry - Booking.com and Skyscanner, among others.

We’ve been named the fastest growing SaaS startup in the world (saasmag.com/saas-1000-2019)  by the SaaS1000 and featured as one of the hottest startups to watch by both Forbes (forbes.com/sites/davidprosser/2017/09/06/seven-travel-tech-start-ups-taking-e…)  and Wired (wired.co.uk/article/best-startups-in-barcelona-2017) . We’re revolutionising the B2B corporate travel market, worth over $1.3 trillion, by simplifying the process for everyone involved.

If you’re ready to take off with us, keep reading!

We are looking for a Customer Care Platform & Application Manager, who will help support the growth of our Customer Care Department in the long term, by optimising tools and processes. 

This position requires you to have a strong background in Customer Care, with solid knowledge of Customer Care software applications. We are not only working on improving our Support Ticketing Systems tools (ZENDESK, Aircall and Intercom) but also want to look at optimisation of the entire ticketing process and supporting applications in the department.

What you'll do:

* Reporting to Customer Care Operations Manager you will own tooling optimisation within customer care at TravelPerk
* Collaborate with Customer Care Leadership to improve back office tooling, metrics and ticketing in order to ensure we are fully able to handle our rapid growth 
* Build metrics based on incoming volumes to allow TravelPerk to fully understand where improvements should be made 
* Analyse tooling data in order to not only optimise but improve processes
* Drive integrations and development with platform suppliers ensuring requirements are met
* Consolidate all Customer Care platforms and tools data, ensure proper data delivery to Looker and other data processing and analysis software
* Research, evaluate and run pilot projects for new improvements or relevant technologies to enhance CC experience for customers
* Setup, document and maintain CC tools workflows, processes, macros and automations across all platforms

What you'll need to have:

* Excellent communication skills, both written and spoken, especially in English
* Strong track record within a customer care operation supporting tools
* Proven track record in process improvement
* Strong data analysis and management skills
* Solid understanding of customer care metrics and the ability to explain the data insights to business partners
* Good understanding of how to translate business requirements into tooling
* Strong problem solving skills
* Ability to balance attention to detail with execution in a fast-paced environment

What we always look for:

* Honest, open and trustworthy: your peers and managers can trust you. You are a team player, don’t play political games, and care more about the team’s success than about your own career gains
* Focused and determined: You don’t let yourself be distracted. You can focus on accomplishing big wins and never get lost in less important ideas that are floating around
* You seek feedback early and often and are open to both give and take constructive and direct criticism

 What do we offer?

* Competitive compensation including equity in the company
* True development opportunity
* 24 vacation days per year and flexible working hours
* Health perks: Choose between a private health scheme or a gym allowance
* Free Spanish classes
* Yoga and meditation

This position requires you to be based in Barcelona. We can help with relocation from anywhere in the world.

English is the official language at the office

TravelPerk is an equal opportunity employer: All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.