Manager, Consumer Concierge Services (Remote)
At Expertise.com, we make it easy to find the best local experts, every time.
Starting in 2016, we built a platform that services over 6 million annual visitors and connects them with local professionals. To date, we’ve worked with over 500,000 providers in more than 200 different industries. Our biggest differentiator is our research process – we’re confident that if we say this provider is one of the best, it absolutely is.
We’re passionate about helping customers find the absolute best local service professionals for their needs – saving them time, money and potential headaches. We stand behind every recommendation (roofers, dentists, photographers, attorneys – you name it!) and celebrate every happy customer.
We also live to help businesses thrive - lifting the burden of marketing by connecting quality service providers with interested customers. We dive deep into figuring out what makes each provider the best at what they do. It’s working – we’ve been able to generate more than $200M in revenue for the local businesses featured on our site.
This role is about ownership - you will fully own and level up, a critical part of our business, the consumer concierge team. The ideal candidate has a background in management and call center operations and is ready to roll up their sleeves and build something that can scale and last.
Specifically, you’ll own:
- Vision for a consumer concierge product that delivers excellent returns for both consumers and providers (we want them to continue to use and recommend us!)
- Increase of conversation rate and reduction of AHT resulting in real revenue growth
- Strategy to improve process, reduce hiccups and overcome existing obstacles
- Analytics and data strategy to determine if we are succeeding in our concierge team goals
- Execution with a team that you coach, mold, and/or hire
You in the Role
We’re looking for someone who already has experience in management in a call center type environment. The best fit is someone who has startup experience and has seen a call center grow and evolve from a seedling to a well oiled machine. We’re not technically a seedling - we currently have a team of almost 20 agents doing 400 calls a day but our vision is to grow much bigger. Specifically, this role will require:
Strategy – You’ve seen what the next stage looks like and have strong ideas on how to get us there. You’re the one writing the playbook, not waiting for it to be delivered to you.
Process Creation – You live for a strong, scalable process that makes sense. You’re willing to experiment until something clicks and then scale it from there.
Metrics and Data Analysis – You can create dashboards and measure performance of your ownership areas.
Customer Focus – You generally care about the customers, on both sides of our marketplace (consumer and providers). You don’t do your work just to hit metrics and get a gold star – you actually want to help people.
Strong Coaching – You know how to grow and develop the people who work with you. You have a philosophy on leadership and care about people.
Call Scripting – You can create call scripts that have personality and will delight consumers, control conversations and drive results.
Good Communication – You’re a great communicator internally, keeping your team, key cross functional folks and leadership in the loop on what matters and how things are trending.
Offshore Experience – Ideally, you have offshore experience (we have a team in the Philippines) and know how to leverage non-US talent in an effective way.
Lifelong Learner – This role deals with many different industries with their own requirements, nuances and intricacies. You should be comfortable with ambiguity, be able to find solutions and always adapt to new challenges.
How We Work
We follow a “remote first” working environment. We’re not a grind heavy startup culture of folks that work around the clock. Our days are action packed, focused and highly productive. We’re also not a meeting heavy culture - instead reserving meeting time for collaboration, problem solving, and things that really matter.
We’re also a bunch of data and analysis nerds who swap stories about metrics and our favorite excel formulas. Pretty much every role has a data analysis element and you have to be able to hang with the jargon and spreadsheets involved. If that sounds fun to you - you’re our kind of people!
This role can be based in any US time zone as long as you are generally willing to work west coast working hours, with some exceptions as needed. In our culture, most of the work gets done during these hours and collaboration is at a high point.
Our biggest strength is our team and people who work here say that’s what they value most about Expertise.com. It’s a truly great group of people – collaborative, kind, smart, with a GSD attitude. We’ve got a lot to build and we have fun doing it together. This has been and continues to be an exciting year for us. Come join us!
The salary range for this role is $110,000 - $140,000 annually.