Head of CX - B2C & Hotels Products

Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.

Today, Guesty has 15 offices and 700+ team members across the globe.

We are seeking a Head of Customer Experience (CX) to lead and scale our global CX operations across three distinct product lines, spanning B2C and Hotels. This role will be responsible for driving operational excellence, customer satisfaction, and team performance.

The Head of CX role at Guesty is a unique opportunity to grow a scalable, data-driven support organization built on self-service, automation and utilizing state-of-the-art technologies. 

Our team is motivated, professional and striving for excellence, and our goal is to make the customer experience at Guesty a competitive advantage in the hospitality industry, allowing Guesty to continue its growth and maintain its leadership position.

Responsibilities:

• Overseeing and growing Guesty’s CX operations for 3 different products.
• Managing and growing CX operations in multiple locations around the world 
• Building and maintaining service and support processes and tools 
• Introducing new channels of communication such as phone support and chat
• Establishing processes and best practices for servicing and supporting new products and features as they are rolled out 
• Meeting KPIs for team performance while scaling the team 
• Maintaining a high quality of knowledge 
• Introducing self-service and troubleshooting capabilities for customers 
• Introducing automation and customer experience technologies and tools. 
• Recruiting and overseeing team leaders and key personnel 
• Manage and execute ongoing projects as requested by the CX Management.
• Building and maintaining great working relationships with additional teams such as marketing, customer success, knowledge, product , tier3 and HR

Requirements:

• Experience managing and growing team leaders and shift managers
• Experience managing medium to large teams (40+ people across several teams) 
• Data oriented with an interest in BI and number-based decision making
• Experience providing customer service at an international or global company 
• Hardworking, positive disposition
• Tech savvy with an understanding of the customer journey (company-specific training provided)
• Experience supporting B2C products, with B2B products as an advantage. 
• Experience in the hospitality, hotel and travel industry - a plus! 
• Experience working with BPO/outsourced support - a plus!
• Fluent English
• Excellent communication skills

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of any characteristic protected by law.