About Hopper
The smart travel booking app for savvy travelers
Key Highlights
- Headquartered in Montreal, QC with 1001+ employees
- $731 million raised in Series G funding
- B2B offering with partners like Marriott and Capital One
- 100% healthcare coverage for employees in the US and Canada
Hopper is a leading travel booking app headquartered in La Petite-Patrie, Montreal, QC, leveraging big data and machine learning to predict airfare and accommodation prices. With over 1001 employees and $731 million raised in Series G funding, Hopper serves both consumers and businesses through its ...
🎁 Benefits
Hopper offers pre-IPO equity options, unlimited time off, and a competitive severance program of up to 7 months. Employees enjoy 100% healthcare cover...
🌟 Culture
Hopper embraces a fully-remote work culture, having transitioned to this model in 2020. The company prioritizes a light internal meeting culture, enco...
Skills & Technologies
Overview
Hopper is hiring a Systems Enablement Manager for their Customer Service team to drive customer happiness through automation and self-help resources. You'll work with AI technologies and various agent-facing tools. This position requires experience in managing customer service systems and automation initiatives.
Job Description
Who you are
You have a strong background in customer service systems and automation, with a focus on enhancing customer and agent experiences. Your experience includes managing user-facing tools and resources that empower both customers and agents to operate autonomously. You are adept at liaising with stakeholders to gather functional and technical requirements, ensuring that the tools you design meet the needs of users effectively.
You possess a solid understanding of AI technologies and their application in customer service, enabling you to leverage these tools to create automated workflows. Your skills in data management and system administration allow you to maintain and optimize agent-facing tools, ensuring they are always up-to-date and functional. You are proactive in identifying opportunities for automation and improving workflows based on new products and initiatives.
What you'll do
As the Systems Enablement Manager, you will play a crucial role in driving customer satisfaction by creating and managing self-help resources for both customers and agents. You will design and own all client and agent-facing interaction tools, including CRMs, cloud-based telephony, chat, and email platforms. Your responsibilities will include optimizing agent workflows and ensuring that all tools are maintained and functional, especially during emergencies.
You will be responsible for the upkeep of all agent-facing tools, conducting thorough QA on new automations to prevent issues before they arise. Your role will involve collaborating with internal and external stakeholders to collect requirements and feedback, ensuring that the tools you develop are user-friendly and effective. You will also focus on building AI-based virtual assistants and managing data to enhance the overall customer service experience.
What we offer
At Hopper, you will be part of a dynamic team that is committed to leveraging technology to improve customer service. We offer a competitive salary and benefits package, along with opportunities for professional growth and development. You will work in a collaborative environment where your contributions will directly impact customer satisfaction and the efficiency of our service operations. Join us in our mission to revolutionize the travel ecommerce industry and provide exceptional experiences for our users.
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