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Form of workAbout PriceLabs:
PriceLabs is a revenue management solution for the short-term rental and hospitality industry, founded in 2014 and headquartered in Chicago, IL. Our platform helps individual hosts and hospitality professionals optimize their pricing and revenue management, adapting to changing market trends and occupancy levels.
With dynamic pricing, automation rules, and customizations, we manage pricing and minimum-stay restrictions for any portfolio size, with prices automatically uploaded to preferred channels.
Every day, we price over 300,000+ listings globally across 135+ countries, offering world-class tools like the Base Price Help and Minimum Stay Recommendation Engine.
Our customer base grew 10x since 2019 and in 2022:
- Our team grew 3x
- We raised $30 million in funding from Summit Partners
- We joined hands with Rental Scale-Up to deliver in-depth market insights and actionable news to hosts & property managers
We continue to grow exponentially backed by a strong team to take us to the next level.
Why join PriceLabs?
- Work with an industry-leading product that has thousands of customers worldwide, and our customers love the product! (NPS in the 70s, Customer reviews here)
- Work with a global team (8 countries and counting) of passionate individuals that accept open communication, empowerment, and a shared focus on customer success.
- We are a freemium product, so marketing leads the charge on customer acquisition.
- We are a remote-first organisation and accept work from home as the norm.
About the Role:
Leading and managing a team of high-potential individuals in PriceLabs: This person is responsible for recruiting, hiring, training, coaching, and managing a team of Product Specialists.
- Manage a Global team (15+), and ensure they have the tools and resources they need to deliver high-quality service.
- Identify opportunities to streamline support processes and leverage automation to increase efficiency.
- Manage and monitor key performance indicators (KPIs) to measure and improve Customer Support team performance.
- Oversee the timely resolution of customer inquiries, and issues, and maintain high customer satisfaction levels.
- Develop and implement Customer Support strategies, policies, and procedures to ensure consistent and effective support operations.
- Manage Customer Support channels such as email, chat and phone.
- Manage escalations of customer issues to higher levels of support, such as senior agents, Team Leads, or managers.
- Collaborate with other teams such as sales, product, and engineering, to ensure that customer needs and issues are resolved effectively.
- Develop and implement strategies to increase customer satisfaction and loyalty over time
About You:
- Bachelor's degree in business, management, or a related field.
- 5+ years of experience in customer service or Customer Support management.
- 2+ years of managerial experience
- 1+ years of experience managing a Global team.
- Handled a team of more than 10+ people for 2+ years.
- Excellent leadership skills, with the ability to motivate and inspire team members.
- Strong communication skills, both written and verbal.
- Strong problem-solving skills and the ability to handle customer complaints and escalations.
- Knowledge of customer service software, such as CRM and ticketing systems.
- Ability to work collaboratively with other departments and stakeholders.
- Knowledge of industry trends and best practices in Customer Support.
- Strong organisational and time management skills.
- Ability to work under pressure and handle multiple tasks simultaneously.
PriceLabs is an equal opportunity employer. We are committed to providing equal opportunity in all aspects of employment. We do not discriminate based on race, colour, religious creed, national origin, ancestry, sex, age, veteran status, marital status or physical challenges.
