Guest Experience Advocate

ABOUT MadeComfy
We are a passionate and diverse team with a mission to build the world's most loved short-term rental and hospitality company. Led by our proprietary technology with a professional, customer-centric approach, we enable Real Estate Agencies to manage short and mid-term rentals on scale and property owners to generate higher rental returns.
MadeComfy guests, on the other hand, enjoy home comforts such as private, self-contained spaces with a full kitchen, separate living and working areas, fast internet and the convenience of contactless self-check-in, combined with the best parts of a hotel such as high-quality linen, towels and amenities, professional cleaning standards, 24/7 support and an easy online booking process, no matter if they decide to book their MadeComfy direct or via Airbnb, Booking.com or VRBO.
Company Culture
We know that culture cannot exist solely within a single person, it lives within shared values, beliefs & behaviours. Our core values bind us together and amplify our abilities, we see them as timeless guiding principles - Trust, Agility, Empowerment & Wow.
Overview
This role sits at the third tier of our customer service function, it's pivotal to our business as it helps shape our customers' experience. You will manage, mentor and motivate a team of offshore Customer Service Team Leaders, based in Manila. You will own, develop and maintain our Quality Assurance processes, policies and training across the whole customer service function, while being responsible for managing, reviewing and maintaining key performance indicators across your team.
With your wealth of process development experience and a continuous improvement focus you will manage, develop and implement relevant process improvements, whilst supporting your team as the managerial escalation point for complex cases to be used as training opportunities later.
Your exceptional problem-solving skills and strategic thinking will be instrumental in the growth needed to become the world's most-loved short-term rental company!
Responsibilities

• Hold weekly manager catch-ups with your team, offering guidance, mentorship, and direction.
• Take full ownership of Quality Assurance across the customer service function, create, review, develop and implement relevant QA policies and processes in conjunction with wider business strategy.

• Actively apply a continuous improvement framework to processes, consistently identifying areas for enhancement to ensure ongoing customer satisfaction.
• Set and monitor key customer satisfaction metrics, through the analysis of your team's calls and written communication to identify performance levels and trends.
• Lead or collaborate on operational improvement projects across the business.
• Assist with recruitment and the planning of staffing levels, including rostering.
• Create and implement onboarding plans across new hires on your team, whilst owning the Quality Assurance training for onboarding across the whole customer service function, refresh QA understanding as required quarterly.
• Collaborate with teams across the business, ensuring GX operations and processes are considered at a leadership level.
• Work to minimise potential risks for the business considering the whole customer journey.
• Support as one of the managerial escalation points for complex cases to be used as training opportunities later.

• Proven success managing customer service teams.
• Track record in reviewing, developing and implementing continuous improvement-focused systems, processes and procedures.
• Experience managing performance and identifying performance issues and trends.
• A passion for quality with an eye for attention to detail.
• Resilient - stress does not stress you out.
• Natural problem solver who considers curiosity as an essential tool for success.

• You'll be joining an incredibly dynamic, passionate & diverse team who are invested in your growth & development.
• A beautiful dog-friendly office in Ultimo.
• Hybrid working environment - 3 days in the office, 2 days from home.
• An award-winning company culture!
• Regular wellness initiatives.
• Regular team activities, monthly celebrations, discounted travel & birthday leave - fun & recognition matters at MadeComfy!