Systems Enablement Manager, Customer Service

Hopper; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading travel platform is seeking a Systems Enablement Manager to enhance customer service through AI and automation. The role requires strong understanding of contact centres, excellent computer skills, and a commitment to learning. Responsibilities include designing tools for agents and customers, managing workflows, and ensuring optimal service delivery. Join a dynamic team committed to revolutionizing the travel industry and powering innovative fintech products.

Qualifications

• Strong understanding of contact centres, live support tool operations and agent behaviours.
• Excellent computer skills, eager to leverage AI technologies.
• High attention to detail with patience and empathy.
• Experience in remote work with a stable setup.
• Committed to continuous learning and growth.
• Previous experience in a technical role.

Responsibilities

• Liaise with stakeholders to gather requirements.
• Design client and agent interaction tools.
• Manage automation for internal agent tools.
• Maintain tools during emergencies.
• Optimize workflows based on new products.
• QA new automations thoroughly.
• Respond to service desk requests proactively.
• Troubleshoot technical issues collaboratively.
• Recommend and pilot tools for enhancement.

Skills

Strong understanding of contact centres

Computer skills

Willingness to leverage AI technologies

Attention to detail

Remote work experience

Commitment to continuous growth

Technical role experience

Job description

About the job

Customer advocacy is at the heart of Customer Service. HTS’s Customer Service teams endeavor to leverage AI technologies to build automated workflows, in order to allow customers to help themselves whenever possible and provide both users and agents a delightful, seamless experience. The Systems Enablement Manager will have an integral role in driving customer happiness and reducing HTS cost to serve customers. They will create and manage user and agent-facing self-help resources that support customer and agent autonomy, along with product engagement.

The Systems Enablement Manager will be responsible for owning all agent-facing tools. They will focus on everyday automation initiatives, including agent and customer workflows, AI virtual assistant building and governance; along with data management; and overall system administration.

Key Responsibilities

• Liaise with internal and external stakeholders to collect functional and technical requirements
• Design and own all client and agent facing interaction tools including 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 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

Minimal Qualifications

• 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; overall, an exceptional attention to detail
• Has previous remote work experience and appropriate remote work set-up – quiet space, stable internet connection and a backup location
• Is committed to continuous growth and learning, understanding that every challenge is an opportunity and getting excited about learning new things
• Experience in a technical role (Software QA, Junior Engineer etc.)

More about Hopper

At Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel better and save more on their trips.

The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. The Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70% of its users being Gen Z and millennials.

While everyone knows us as the Gen Z and Millennial travel app, Hopper has evolved to become much more than that. In recent years, we’ve grown into a travel fintech provider, commerce platform, and global travel agency that powers some of the world’s largest brands.

Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada, and many more.

Here are just a few stats that demonstrate the company’s recent growth:

• Billions of dollars worth of travel and travel fintech are sold through Hopper and HTS’ channels every year.
• Almost 30% of our app customers purchase at least one fintech product when making a booking; and consumers are 1.6x more likely to repurchase if they add fintech to their booking vs if they booked just travel.
• Given the success of its fintech products, Hopper launched a B2B initiative, HTS (Hopper Technology Solutions), which represents more than 75% of the business.

Hopper has been named the #1 most innovative company in travel by Fast Company.

We have raised over $750 million USD of private capital and are backed by some of the largest institutional investors and banks in the world. HTS is primed to continue its growth as the leading travel ecommerce provider in a $1 trillion online shopping category. The Hopper app and website will also continue to be the preferred travel provider for Gen Z and Millennials.

Come take off with us!