HomeAway is hiring a

Product Support Supervisor

Austin, United States
Product Support Supervisor

The Bed and Breakfast Organization (part of HomeAway, Inc.) is growing its software product support group, which handles a high volume of customer contacts from individual innkeepers and professional property managers.  We are looking for a Supervisor with the right blend of leadership and operational skills to supervise a team of ~14 employees in North America, comprised of both onsite and remote employees. The ideal candidate should have experience with managing customer-facing employees, exceptional operational skills, and the ability to thrive in a fast-paced environment. This position will also be responsible for resolving complex, escalated customer needs.  This position will support our team of agents working six days per week and will need to follow a schedule.  Some after hours and on-site weekend may be required for this position.

Responsibilities (including but not limited to):
- Responsible for managing support team’s overall performance and professional development through regular performance feedback and coaching
- Prepare and direct schedules, monitor attendance of team, schedule breaks and shifts
- Work with Product and Development groups to diagnose and resolve recurring issues as reported by agents and customers
- Develop and maintain an expertise with the public-facing site of RezOvation.com and Webervations.com, as well as the back-end admin tools associated with the brand, including SalesForce.com
- Use service and site expertise to identify new ways to improve on Support processes and procedures, and work with groups across the organization to drive those projects to completion
- Work closely with the Knowledge Management and Customer Systems teams to enhance our tools and systems for providing customer support
- Act as primary resource for real-time questions for agent or customer issues regarding established procedures
- Ensure that team members acquire the appropriate support and training to apply the best skills and knowledge on the job
- Analyze barriers to quality and make recommendations
- Assist with reporting and quality assurance programs that enable Management to measure and monitor Call Center productivity and effectiveness

- 2+ years of direct managerial/supervisory experience required, preferably in a contact center environment
- Experience with contact center support preferred
- Experience with CRM tools and business support software applications such as MS Office (Word, PowerPoint, Excel, Visio, etc.) required. Experience with WFM tools a plus
- Bachelor’s degree preferred
- Must be detail-and service-oriented

Key Competencies:
- Strong verbal and written communication skills are a must
- Ability to inspire and support people and resolve conflict
- Ability to motivate and drive employee performance and maintain good team morale
- Demonstrated interpersonal skills to build effective relationships with all levels of professionals
- Ability to plan well and prioritize work
- Maintain calmness under tight pressure
- Good decision-making, IT, and cross-departmental communication skills

- Highly Competitive Pay
- Target Annual Bonus
- 4 weeks Paid Vacation
- Great Medical & Dental Plans
- Employee Purchase Discount Plan
- Discounted vacation rental on a yearly basis (taxable benefit)
- Free drinks & snacks
- Weekly company update talks with our leadership team
- Free Listing on HomeAway.com
- Discounted Metro Bus & Rail pass
- Electronic adjustable stand up desk
- Casual dress code

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