Customer Service Team Manager

Full time | Full day

Customer Service Team Manager

Posted 23 October by Zencity

  • Chicago
  • $40,000 - $55,000 per year
Company Description

Zencity is a next-gen residential hospitality company creating authentic living experiences for travelers and thriving communities for renters. With Zencity, you get apartment-style suites maintained to hotel standards in cool and convenient neighborhoods. Long stay or short trip, business or pleasure, Zencity puts you where you want to be, and gives you the space to enjoy it.

Job Description

We are looking for a customer-minded problem solver to lead and develop our remote Customer Service team. The Customer Service Team Manager role is well suited for someone who has extremely high attention to detail, organizational ability, and passion for working with people from around the world. If you are hard-working, empathetic, and solutions-oriented, this is the position for you!


Team Success (40%)

  • Manage team of remote Guest Resolutions Experts to ensure no gaps in support coverage
  • Train, coach, and help hire team members
  • Become a subject matter expert on our 3rd party sales channels’ policies
  • Resolve escalated guest questions and requests
  • Develop and maintain accuracy of team resources and training materials

Quality Control (30%)

  • Review processes, correspondence with customers, and customer trends to drive best customer service possible
  • Review guest and resident messages to track requests and open issues
  • Audit listings for correct amenities, policies, and copy
  • Monitor customer reviews, post public replies, and identify trends
  • Analyze and interpret data to improve processes and enhance guest experience

Customer Support (30%)

  • Become a subject matter expert on Zencity technology, policies, and best practices
  • Model enthusiastic and personalized customer service to Zencity guests and residents during the booking process, pre-stay, during their stay, and post-stay
  • Proactively recognize and solve issues before becoming problems
  • Coordinate with our city field teams to resolve issues on the ground and provide ongoing updates to guests and residents


About You

  • Superb communication, attention to detail, and organizational skills
  • 1+ year experience managing a remote team
  • 1-3+ years experience in the customer service industry
  • 1-3+ years experience in the hospitality/property management industry - including direct experience working remotely with hotel guests, Airbnb travelers, etc.
  • Familiarity with OTAs, Channel Managers, and PMS strongly preferred
  • Proficient in Microsoft Office and Google Suite products, specifically Excel
  • Associates or Bachelor’s degree a plus
  • Ability to multi-task and meet deadlines
  • Ability to see the big picture and execute day-to-day tasks while keeping a pulse on what is happening in the industry, digital space, and beyond

Additional Information


  • Competitive salary ($40-55K)
  • Medical, Dental, Vision insurance
  • Unlimited PTO
  • Remote work
  • Dynamic work environment in a progressive start-up culture
  • Advancement opportunities – we want you to grow with us!

We are committed to creating a diverse work environment and proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other basis protected by law.

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