Kasa

Guest Experience Manager I, Comms

Kasa

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • Manage a team of 3 - 10 remotely distributed guest experience specialists to ensure exceptional service delivery during each shift Work Saturdays and Sundays. In place of a 'traditional weekend', you'll take two consecutive weekdays as your weekend. Be accountable to the metrics of the team and that of your direct reports, with the goal of reaching our OKRs for productivity, efficiency, and quality Oversee guest communications and personalized service; providing support via phone, SMS, WhatsApp, chat, and email Resolve escalated guest issues quickly and to mutually beneficial outcomes Manage reservations calendar/booking platforms Support trust and safety tasks Contribute to policy adherence and new tech implementation Ensure system adherence, oversight, and process documentation Schedule team shifts, ensuring 24/7 coverage that aligns with issue volume and specialist availability Complete other tasks for process improvement or training as needed to guarantee that the Kasa Guest Experience Team is efficient, successful, and celebrated

Requirements

  • 3+ years of service industry experience 2+ years of management experience, managing a customer service team, call center, or other applicable management experience Effective communication and organizational skills: you love helping guests and leading by example by providing creative, robust, and thoughtful resolutions to our guests Strong analytical, strategic, and collaborative skills Demonstrated ability to write SOPs (standard operating procedures) and provide process improvements, filling in the gaps where needed Independent at handling all routine GX workflows: able to dive into the details while maintaining a bird’s-eye-view Reliable, consistently on time, and follow through on what you promise Proactive by nature and able to act decisively when needed, especially in a pinch A lighthearted team player committed to uplifting your coworkers and the company Fearless handling of guest issues with a calm and positive demeanor Eager to learn new systems and platforms in a tech startup