Customer Service Team Lead

What We Do

Swimply is an online marketplace that allows owners of underutilized swimming pools to monetize their pools downtime by sharing them locally by the hour. Think Airbnb, but for swimming pools.

How We Started

Swimply was founded by Bunim Laskin in 2019. As the eldest of 12 siblings and lacking resources for his family to escape the heat, Bunim thought of offering his neighbor financial assistance in exchange for some pool time. Before long, others in the community cut similar deals with her and she was turning a handsome profit. The rest is history.

Our Mission

Our mission is to extend the sharing economy beyond the functional to the experiential. We will do this by building an authentic community-driven marketplace that democratizes access and enhances quality of life for the average family. Our current focus is on swimming pools but we will incrementally expand the platform to include all kinds of underutilized spaces (so long as theyre awesome).

We believe that ownership can be smarter, better, and more meaningful. Helping owners earn an income from their underutilized assets reduces the financial anxiety of ownership and simultaneously fosters community.

We envision a world in which anyone, anywhere, can access anything with the tap of a button -from their very own tennis court or swimming pool to home gyms and even music studios - regardless of their economic status.

Where we are now

Swimply experienced incredible rapid growth (4,000% YoY), largely driven by customer love, word-of-mouth, and robust media coverage. In just the last six months, over 3,000 pools have been listed in the US, over 45,000 transactions have been completed (up from 1,000 transactions in 2019), and over 200,000 swimmers have enjoyed a stranger's pool.

Swimply recently signed a $10M Series A led by Norwest Venture Partners. We are now building a top tier team to take the product to the next level and capitalize on the massive growth opportunities in front of us.

The Role

Swimplys Customer Support Team Lead will be responsible for hiring a seasonal team of in-house agents, directing and overseeing the customer support team, act as an escalation point to resolve host and guest questions or complaints, and think like an owner to make Swimply 1% better every day.

You will also serve as a liaison between the company and its hosts and guests.You will work with Swimply engineering to discuss host and guest issues, and identify solutions to drive customer loyalty and achieve business goals.

You will create a world-class culture and shift mindset from handling tickets to delighting our hosts and guests. We aim to build a world-class community care and host success organization whose goals are to make our hosts and guests happy and engender loyalty.

This position will report directly to the Chief Experience Officer (CXO). While the CXO will drive customer experience strategy, program design, and CS and Trust & Safety policies, you will serve as both an execution and thought partner to her ongoing.

Requirements

Manage Customer Service team

You will manage a team of in-house customer service reps. You will also set team member schedules and ensure that the department is adequately staffed during service times.

You will answer team member questions and provide advice. You will also ensure that the customer service team adheres to our service level agreements (SLAs) around host and guest response & resolution times.

Review and Resolve Escalations

You will understand how Swimplys product works as well as anyone at the company. You will serve as an escalation point for unresolved guest or host questions or complaints.

During Swimplys seasonal surge or peak hours, you will be expected to roll up your sleeves and handle customer service issues including responding to tickets, interacting with guests and hosts via chat, and answering phone calls.

Hire, Train and Evaluate Team Members

You will hire and train new customer service reps. You will work closely with new team members to share company policies and best practices for resolving host and guest issues or complaints.

You will provide continued coaching and feedback for customer service reps. You will coach the team to be professional, knowledgeable and courteous at all times. You will conduct periodic reviews and evaluations of team members. You will monitor employee performance and note areas for improvement, or make recommendations to part ways with underperforming team members.

You will coach, motivate, and inspire the customer service team as you know that happy team members will lead to happy hosts and guests.

Implement Customer Support best practices and new capabilities

You will implement customer service best practices. You will put in place new capabilities to help resolve host and guest issues including chat and host hotline/phone support.

You will also report on customer service metrics and share insights and recommendations based on the data.

While the CXO will drive customer experience strategy, program design, and CS and Trust & Safety policies, you will serve as both an execution and thought partner to her. She will rely on your direct knowledge of customer pain points and your past experience to provide feedback on the strategy and programs.

Benefits

Our company is fully remote, and we're assembling a team of extraordinary talent to build our community-driven marketplace. We aim to deliver meaningful income to hosts and create more happiness in the world for local communities.

It's an excellent time to join because:

• Youll be getting in on the ground floor to make a key impact at a consumer marketplace startup that is experiencing rocket ship growth
• Youll play a critical role in building Swimply from the ground up, including influencing our company culture, core values, and who we end up hiring
• Youll significantly influence the business and product roadmap as we scale
• Youll experience massive growth opportunities as the company grows and matures
• Youll be part of a team that is mission-driven, works hard, plays hard (generally in and around swimming pools ), and is in service to our community of hosts and guests
• Youll be working directly with the founders and an executive team that has startup experience and scaled billion dollar companies