Systems Enablement Manager, Customer Service

Hopper is a leading travel platform focused on leveraging AI technologies to enhance customer service. The Systems Enablement Manager will be responsible for managing agent-facing tools and automating workflows to improve customer and agent experiences.

Responsibilities:

• Liaise with internal and external stakeholders to collect functional and technical requirements
• Design and own all client and agent facing interaction tools including (but not limited to): CRMs, Cloud based telephony, chat and email platforms, AI-based virtual assistants, translation software, Knowledge Bases
• Design and own automations for all internal agent-facing tools (CRM, custom-built apps, communication platforms and servicing data)
• Responsible for the upkeep and maintenance of all tools including during emergencies
• Optimize agent workflows based on new HTS products/initiatives and available tools
• QA new automations thoroughly and proactively in order to prevent mistakes and avoid problems during and after feature roll out
• Respond to Systems Service desk requests timely and proactively
• Collaborate with internal teams and external vendors to troubleshoot technical issues
• Partner closely with key stakeholders to recommend and pilot 3rd party and in-house tools to enhance the experience of both customers and agents
• Keep informed on internal and external changes that impact users and agents on a regular basis, to ensure that automations are optimal and up-to-date

Requirements:

• Has a strong understanding of contact centres, live support tool operations and agent behaviours
• Has excellent computer skills, a willingness and an eagerness to leverage AI technologies to build automated workflows with a data-driven approach
• Has a high level of understanding, patience and empathy; but overall, an exceptional attention to detail
• Has previous remote work experience and appropriate remote work set-up - such as quiet space, stable internet connection, and a back-up location
• Is commitment to continuous growth and learning. They understand that every challenge is an opportunity and they get excited about learning new things
• Experience in a technical role (Software QA, Junior Engineer etc.)