Responsibilities

• Be a subject-matter expert for our CS environments with the ability to provide solutions and answer questions related to bugs, expected behaviors, and new product launches.
• Review, troubleshoot, and provide solutions to emerging issues and advocate for fixes.
• Optimize agent workflows based on new products/initiatives and available tools.
• Have a direct impact on the Hopper Product roadmap by defining and/or supporting needed changes/improvements.
• Design and own workflows for all internal agent-facing tools (CRM, custom-built apps, communication platforms and servicing data) collaborating with cross-functional teams such as L&D, IT and WFM where needed.
• Provide user acceptance testing, quality assurance testing, and operational support for new products or automations, in order to validate and report anomalies/expected behaviors, strategize solutions, create tickets to report said bugs, and test fixes once implemented.
• Serve as an incident manager as needed for high-impact outages and product issues.
• Partner closely with key stakeholders to recommend and pilot in-house and third party tools to enhance the experience of customers and agents.
• Schedule regular reviews with stakeholders of the customer and agent facing knowledge bases and workflows to identify areas of improvement.
• Maintain high-quality documentation of systems, processes, and settings.

Minimum Expectations

• Excellent written and verbal communication skills in English.
• Hands-on experience with JSON for data manipulation and communication with APIs.
• Proficiency in HTML, CSS, and JavaScript to create and modify web interfaces.
• Experience writing queries in SQL to analyze and validate data-driven hypotheses.
• Familiarity with Python programming to leverage scripting and data manipulation capabilities for enhanced data analysis.
• Excellent computer skills, a willingness and an eagerness to approach workflow engineering and low-code automation with a data-driven approach.
• A passion for Hopper’s mission to build the most customer-centric travel marketplace.
• Has a high level of operational awareness, exceptional attention to detail and a broad understanding of contact centers, live support tool operations and agent behaviors.
• Strong analytical and problem-solving skills to clarify, analyze and investigate operational needs, identify potential roadblocks and develop viable, working, and cost-effective solutions.
• Bias for action and drive to work autonomously, take initiative to research problems, find solutions, and communicate with stakeholders.
• Exceptional ability to grasp, manage, and articulate complex systems.
• Strong organizational and prioritization skills in order to manage multiple projects/tasks of varying complexities, taking initiative, meeting deadlines and working well under pressure.
• Fluent in customer service metrics, SLAs and support health indicators.
• Excellent judgment; ability to ask smart questions and make quick, impactful decisions.
• Resilient attitude, ability to stay on your toes and move with any changes that may come your way.
• Customer, team & company player.
• Take on delegated tasks with enthusiasm towards the greater good of the company.

Preferred Qualifications

• Experience in Product Operations working with Product teams and Engineering teams preferred.
• Experience with operation tools like Jira, Confluence, Amplitude, Datadog, Google Sheets.
• Deep subject matter expertise in customer service operations and product ecosystems.
• Experience in implementing and maintaining complex contact routing, IVRs, skillset libraries and customer journey flows using technologies such as Calabrio, NICE IEX, Amazon Connect and Kustomer.
• Ability to effectively influence stakeholders by creating compelling data visualizations that communicate complex insights in a clear and impactful manner.