This role is about ownership - you will fully own and level up, a critical part of our business, the consumer concierge team. The ideal candidate has a background in management and call center operations and is ready to roll up their sleeves and build something that can scale and last.
Specifically, you’ll own:
Vision for a consumer concierge product that delivers excellent returns for both consumers and providers (we want them to continue to use and recommend us!)
Increase of conversation rate and reduction of AHT resulting in real revenue growth
Strategy to improve process, reduce hiccups and overcome existing obstacles
Analytics and data strategy to determine if we are succeeding in our concierge team goals
Execution with a team that you coach, mold, and/or hire
Responsibilities:
We’re looking for someone who already has experience in management in a call center type environment. The best fit is someone who has startup experience and has seen a call center grow and evolve from a seedling to a well oiled machine. We’re not technically a seedling - we currently have a team of almost 20 agents doing 400 calls a day but our vision is to grow much bigger. Specifically, this role will require:
Benefits:
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