Support Operations Manager

Job Description

Zeus - Flawless Stays. We built Zeus Living so you can feel at home wherever opportunity takes you. Whether it’s for a month, a year or sometime in between, you can count on a thoughtfully designed home and a comfortable, easy stay. Our technology helps us select homes you’ll love in ideal locations at a good value, while our expert team handles all the details. Backed by Airbnb, Comcast, Bowery and Initialized Capital, Zeus has raised $90M in funding and is based in San Francisco and operates in the Bay Area, Los Angeles, New York City, Seattle and Washington, D.C. To date, Zeus has hosted more than 17,000 residents for over 500,000 nights. For more information, visit zeusliving.com and follow us on Twitter, Instagram and LinkedIn. The Role The Support Operations Manager solves owner and resident issues that occur at Zeus properties in the LA area. The Customer Support Manager will work closely with other members of the Zeus team to ensure that all issues are resolved and followed up with in a timely manner. This role is critical for delighting our owners and residents.

What You Will Do

• Manage and lead a team of full time, in house maintenance coordinators and maintenance technicians by setting, owning, and achieving quarterly team key performance indicators (KPIs)
• Effectively resolve escalated resident and owner issues in a manner that takes into consideration the complex dynamics of a two-sided marketplace to best address both parties' concerns
• Serve as the liaison and project manager between Zeus residents, landlords, Zeus Maintenance Techs, LA General Manager, SF-based Resident Experience team, and other Zeus team members to ensure that resident issues are prioritized and resolved appropriately
• Assist in scaling the team and build new processes specific to the unique challenges of the local market and improve existing cross-market processes Fully understand existing platform tools and internal processes to determine how to best resolve the resident’s situation.
• Ability to jump into the day-to-day work when an extra handed is needed and as a team is being built out.

What We Are Looking For

• A self-starter who is excited to work in a fast-paced environment and is comfortable context switching frequentlyIndependent problem solver and collaborative team player
• Relevant experience in customer support, client services, hospitality etc.Intuitive sense for prioritization and execution
• Strong written and verbal communicator
• Knack for detail and efficient execution of tasksAbility to anticipate needs and think outside the box
• Able to say no graciously
• Weekend availability/flexibility
• Highly flexible and adaptable to continuous change and growth

Bonus

• Management skills in a customer service role
• Familiarity with home maintenance and handyman work
• Startup experience or experience in the hospitality industryExperience working with tech products (eg, Slack, Front, G-Suite, CallRail)

Benefits

• 100% medical, dental, and vision coverage for employees and their dependents
• Parking, commuter pass, and education or certification expense coverage20 days paid time off per year
• Catered daily team lunches
• 401K with matchingRelocation package

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