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- Tasks: Drive customer happiness by creating self-help resources and optimising agent workflows.
- Company: Join Hopper, a leading travel platform loved by Gen Z and millennials.
- Benefits: Enjoy remote work flexibility, competitive salary, and opportunities for continuous learning.
- Why this job: Be at the forefront of AI technology in customer service and make a real impact.
- Qualifications: Strong understanding of contact centres and eagerness to leverage AI for automation.
- Other info: Dynamic environment with excellent growth potential in a rapidly evolving industry.
The predicted salary is between 36000 - 60000 £ per year.
Customer advocacy is at the heart of Customer Service. HTS’s Customer Service teams endeavour to leverage AI technologies to build automated workflows, allowing 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.
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 (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.
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; but overall, an exceptional attention to detail.
- Has previous remote work experience and appropriate remote work setup - such as quiet space, stable internet connection, and a back-up location.
- Is committed 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.).
Systems Enablement Manager, Customer Service employer: Hopper
Contact Detail:
Hopper Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Systems Enablement Manager, Customer Service
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially how they leverage AI in customer service. This will help you stand out as someone who’s genuinely interested.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar.
We think you need these skills to ace Systems Enablement Manager, Customer Service
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Systems Enablement Manager role. Highlight your experience with customer service tools and AI technologies, as these are key to what we’re looking for!
Showcase Your Technical Skills: Don’t shy away from flaunting your technical know-how! Mention any relevant experience you have with CRMs, chat platforms, or automation tools. We love seeing how you can leverage tech to enhance customer experiences.
Emphasise Your Problem-Solving Abilities: We want to see how you tackle challenges! Share examples of how you've resolved issues in previous roles, especially in a remote setting. This will show us your proactive approach and attention to detail.
Apply Through Our Website: Remember, the best way to apply is through our website! It’s super easy and ensures your application gets to the right place. Plus, we can’t wait to see what you bring to the table!
How to prepare for a job interview at Hopper
✨Know Your Tech Inside Out
Make sure you’re familiar with the tools and technologies mentioned in the job description, like CRMs and AI-based virtual assistants. Brush up on how these systems work and think about how you can leverage them to enhance customer service.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled technical issues in the past. Be ready to discuss specific challenges you faced and how you collaborated with teams to find solutions. This will demonstrate your proactive approach and ability to work under pressure.
✨Emphasise Customer Advocacy
Since customer happiness is key, think about ways you’ve previously improved customer experiences. Share stories that highlight your understanding of customer needs and how you’ve used technology to meet those needs effectively.
✨Ask Insightful Questions
Prepare thoughtful questions about the company’s current projects or future initiatives. This shows your genuine interest in the role and helps you understand how you can contribute to their mission of enhancing customer service through technology.
