Customer Experience Supervisor

Customer Experience Supervisor   Peerspace invites people to find, share, and book the most magical spaces in the world. Since 2014, our community has been opening the door to thousands of spaces - from lofts and mansions to storefronts and studios - helping people to create one-of-a-kind experiences that would not be possible elsewhere. In total, over 5 million people have been welcomed into a Peerspace location, and we're looking for people who want to help us reach the next 50 million.
Key Responsibilities:
       ●          Ownership over one or more ongoing strategic areas of CX (i.e. Dispute Resolution, Learning & Development, Customer Outreach)       ●          De-escalate and mediate disputes between users and other escalations       ●          Provide clear, concise, and helpful guidance/responses to time sensitive escalations, applying guidelines and discretionary decision making       ●          Provide regular performance feedback and provide career development opportunities for team members       ●          Drive team to meet and exceed metric expectations       ●          Help with the distribution of work, including working in the queue when needed based on volume       ●          Ensure employee engagement by developing a trusting, accountable team       ●          Help plan training sessions       ●          Determine best tools available for team success       ●          Develop processes & guidelines to help ensure consistent processes are followed by all team members       ●          Proactively identify and provide solution-based recommendations for improvements to current team processes       ●          Run weekly KPI reports, analyze results, and provide improvement recommendations based on data trends       ●          Assist in retrospective investigations of escalations       ●          Cross-functional collaboration across the organization       ●          Present in team and all-company meetings
Skills:
       ●          Problem Solver       ●          Excellent written and verbal communication with attention to detail and grammar.       ●          Strong critical thinking skills       ●          Excellent ability to multitask and delegate       ●          Able to inspire & motivate       ●          Working knowledge of:                           ○          Google Drive, including Sheets & Slides                            ○          Zendesk and Intercom                           ○          SQL       ●          Able to work independently and provide guidance in place of manager when needed       ●          Thrives when providing guidance/help others       ●          Able to proactively identify solutions to areas that would benefit from process improvement       ●          Able to create a clear process from scratch       ●          Able to generate and analyze reports, and provide recommendations based on data trends       ●          Energized by investigating issues       ●          Sense of humor and enjoy working with others       ●          Consistently and objectively apply guidelines and comfortable with discretionary decision making when faced with difficult decisions       ●          3+ years experien