Customer Advocacy Manager

Scott's cheap flights


4 months ago

05/07/2019 11:52:19

Job type: Full-time

Hiring from: US timezone

Category: Customer Support


As a Manager on the Customer Advocacy team at Scott’s Cheap Flights, you will have the privilege of leading a group of enthusiastic, high-energy Customer Advocates. Reporting directly to the Head of Member Services, you will be responsible for growing and developing our team members, overseeing high-impact, customer-facing initiatives, and ensuring that exceptional customer support remains a differentiator for our business.


In the short term, you'll:

Work directly with our current Customer Advocates to level up their skills. You’ll regularly and rigorously review their work and provide high-quality feedback to help them improve.

Build new processes and procedures that improve customer support quality and efficiency. This includes owning and regularly reporting on customer support-related data.

Work with the Head of Member Services to launch new customer-facing initiatives, including mobile app support and user generated content management.

Work cross-functionally to deliver product insights to our Flight and Product teams.

Oversee major operational and customer-facing initiatives, including the overhaul of our internal knowledge base and help center.

In the long term, you'll:

Continue investing in the growth and development of your direct reports, and help them move forward on their career journeys.

Take ownership of new customer support-related initiatives.

Enhance cross-functional feedback loops between Customer Advocacy and other SCF teams.

What you bring to the table:

Superior communication skills, written and verbal.

At least 5 years of experience working in B2C customer support or a related field, in a tech environment.

At least 3 years of people management experience.

Proven track record of developing talent. You have a growth mindset, and are exceptionally effective at coaching the people who report to you.

An ownership mentality. You show a bias to action, take a high degree of responsibility for initiatives you’re involved in, and learn from mistakes.

Agility. You embrace change and adapt to it quickly.

Creativity. You like to experiment with new ways to delight customers.

Strategic thinking. You know how to design initiatives thoughtfully, measure success, and iterate as-needed.

Experience managing customer support-related data.

Experience working cross-functionally to deliver product insights that improve the customer experience.

Experience managing internal and/or external knowledge bases.

Experience working with customers in a variety of channels (email, live chat, social media, etc.).

Remote work experience. This role is US-based, and you may work from any U.S. time zone, but must be available during regular business hours in that time zone.

A passion for travel.

Eligibility to work in the US.

Other nice-to-haves

Experience working in the travel tech industry.

Experience managing team members at different experience levels.

About Scott's Cheap Flights:

Scott’s Cheap Flights is on a mission to help people travel and experience the world. We’re so much more than crusaders for cheap flights, and our numbers prove it:


1.6 million members and growing quickly

100% avg. year over year revenue growth

263,009 miles traveled by our most prolific members

40+ proposals (that we know of) on trips purchased by members

Countless memories and stories created

If “to travel is to live” resonates with you and you think there might be a mutual fit, we’d love to hear from you!


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