ABOUT TRIPACTIONS

As one of the fastest-growing companies in the valley, TripActions is the leading business travel platform disrupting the $1.5T business travel industry.

TripActions is a story of inspiration born of frustration. As road warriors frustrated with their business travel experience, co-founders Ariel Cohen and Ilan Twig believed that companies deserved a travel solution that takes the pain out of work trips –– so that their travelers can focus on being there, not getting there. So in 2015, they created TripActions. With a vast selection of inventory and a personalized, intuitive user interface, we make booking travel fast and easy. And when changes or delays come up, road warriors get 24/7 proactive support to ensure they never have to fend for themselves. Companies enjoy complete travel program visibility and seamless integrations with their HR and expense systems.

Less than 3 years later, we have over 400 employees and are quickly approaching 1,000 customers, with innovative brands like Box, Allbirds and Strava switching to TripActions. TripActions has nearly $80M in funding having recently received $51M in Series B led by Arif Janmohamed, Partner at Lightspeed Venture Partners and joined by Oren Zeev of Zeev Ventures.

Recognized as Comparably’s “Most Diverse” and #3 “Best Company to Work”  for in the U.S, TripActions empowers companies and travelers to show up and create growth. Nothing can truly replicate the value of being there face-to-face –– which is why we’re on a mission to power the in-person connections that move people, ideas and businesses forward.

We’re modernizing and re-defining what it means to travel for work. Come help us build the future.

ABOUT THE ROLE

TripActions Dallas, Texas Support Center is seeking a Customer Support Lead to join our growing team. This role provides leadership and operational oversight of support teams responding to customers 24x7.

RESPONSIBILITIES:

    • Supervise all aspects of TripActions support during your shift; ensure schedules are being followed, breaks/lunches are being taken, and that attendance is being tracked
    • Monitor the incoming support channels, agent productivity and allocate resources according to volume and service level targets
    • Ensure all SLA’s are met - when SLAs dip, be able to react and allocate resources accordingly.
    • Be the first point of contact in our escalation process (if agent needs further assistance, you will be the one to troubleshoot and problem solve). Escalate further if needed.
    • Make sure all support platforms are operating properly. Follow procedure in case any system is down.
    • Work with vendors or engineering in case of outages
    • Ensure standard operating procedures are followed consistently by the agents during the shift
    • Be responsible for the handoff to the next shift by communicating needs and follow ups
    • Communicate daily with our team to ensure all updates (product/process) are understood - conduct huddles and relay information to the team
    • Assist clients and support team members as needed; provide guidance and direction.  In cases where additional training may be useful, send those requests to our training team to coordinate.
    • Effectively use knowledge of the airline industry, GDS and third party technologies. Work closely with 3rd party vendors that take part in our support ecosystem.
    • Promptly respond to customers with accurate travel and tech related information while assisting them with various support requests such as (but not limited to) travel changes, software issues, etc.
    • Handle escalated situations with the goal of making the customer happy and ensuring they feel positive about their experience with TripActions
    • Develop a deep understanding of the TripActions app/web solutions and know how to internally navigate these platforms as part of the support process.
    • Collect data and feedback from customers and communicate to the relevant teams 
  • Scheduling: flexibility to work any shift (day, evening, night) and weekends as needed; from time to time TripActions may require a shift bid to align lead schedules to agent schedules to ensure our operation is covered
  • Participate in on-call rotation for after-hours escalations

PREFERRED QUALIFICATIONS: 

  • 1-3 years experience in a tech support role or customer-facing role
  • 1+ years previous supervisory experience
  • Minimum of 60 days employment with TripActions
  • Ability to lead people while being calm and assertive; always lead by example
  • Effective oral and written communication skills (english fluency required)
  • Proficient in providing travel related support solutions
  • Knowledgeable in geography, including expedient, cost effective and preferred travel routes
  • Positive attitude/team Player
  • Strong organizational skills and the ability to multitask and prioritize in a fast-paced environment (chat/phone/email)
  • Solid CRM skills (answer chat/phones, ZENDESK maintain logs/records, and research information)
  • Good time management skills and proficient with numbers
  • Solid working knowledge of travel industry procedures 

EMPLOYEE BENEFITS

  • Health: Medical, dental and vision
  • Food: Catered meals and drinks
  • Stock: Be invested in our future
  • Savings: Take advantage of our 401K matching
  • Travel: $2000 personal travel stipend to use on the app every year
  • People: Friendly, nice and smart coworkers
  • Location: Work from downtown Dallas, Texas

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