About Us:

Have you ever had the opportunity to impact the lives of millions of people in a meaningful way and help them enjoy time away with their friends and families building memories? 

That is what we do here at HomeAway.com, an Expedia Inc. company. We are the leading vacation rental website in the world with more than one million online bookable vacation rentals. Our mission is to make every vacation rental in the world available to every traveler in the world through our online marketplace and we're committed to helping families and friends find the perfect vacation rental to create unforgettable travel experiences together. 

HomeAway is expanding its Tier 1 IPM Support Leadership Team by adding a Supervisor. Tier 1 support is responsible for handling contacts via phone and email for property managers who use integration to feed their listings. The ideal candidate should have experience with managing customer-facing employees (ideally in a technical setting), exceptional operational skills, and the ability to thrive in a fast-paced environment.

Responsibilities (including but not limited to):

• Responsible for managing support team’s overall performance and professional development through regular performance feedback and coaching- Provide feedback to individual team members in 1:1 at least once per month.

• Set team priorities that are consistent with overall company goals

• Lead customer satisfaction survey analysis to inform departmental action plans that drive results

• Maintain process and policy expertise, and make appropriate recommendations for continuous improvement

• Serve as a mentor and role model within rest of the support leadership team

• Ensure that team members acquire the appropriate support and training to apply the best skills and knowledge on the job

• Proactively communicate with Product Support Manager regarding work flow, staffing issues/performance, and customer experience items including knowledge management and operations

• Special projects as designated by management

Qualifications:

• 2+ years of leadership experience required, preferably in a contact center environment

• 1-2 years of experience in contact centers, preferably with a B2B customer focus

• Demonstrated proficiency with CRM tools and business support software applications such as MS Office (Word, PowerPoint, Excel, Visio, etc.) required

• Experience with WFM and other customer support tools- Experience troubleshooting software integrations and API issues is a plus

• Able to understand, modify, and troubleshoot customer data configurations
• Basic understanding of HTML and XML are a plus

• Industry pluses: classified listings websites, travel websites, online advertising, or B2C websites

• Bachelor's degree preferred, but will accept equivalent experience in field

Key Competencies:

• Strong verbal and written communication skills are a must

• Ability to inspire and support people, establishes rapport quickly, influence beyond direct reporting structure, and resolve conflict

• An excellent understanding of standard business practices related to customer support operations

• Ability to motivate and drive employee performance and maintain good team morale

• Work well under pressure in a dynamic environment

• Ability to manage employees in multiple locations and travel between the offices

Benefits:

• Competitive health and insurance benefits
• Competitive salary
• Annual target bonus or commission
• Paid vacation and sick time
• Vacation rental on a yearly basis (taxable benefit)
• Employee Stock Purchase Program
• Free snacks and beverages
• Frequent company update talks with our leadership team
• Free listing on HomeAway.com
• Electronic, adjustable stand-up desk
• Discounted Metro & Rail pass