Sr. Manager, Partner Support

With over $3 billion in bookings of experiences, the Peek.com platform combines powerful business software with an award-winning marketplace for consumers to book fun things to do like wine tours, watersports, skydiving, art classes, and more.
The Peek Pro software suite provides world-class online booking, point-of-sale, and hundreds of automation tools such as inventory management, dynamic pricing, waivers, and marketing analytics. Thousands of operators like the Museum of Ice Cream, Artechouse, and Jam NOLA have grown their businesses and automated their operations with our technology.
Peek follows a "remote-first" philosophy, with our team of over 250 Peeksters distributed across exciting locales such as San Francisco, New York, Austin, Nashville, Salt Lake City, Santiago, Medellin, and beyond. Having secured funding exceeding $100 million from esteemed backers like Westcap and Goldman Sachs, we continue our mission to connect the world through experiences.
PS: In 2021, Peek was not only recognized with a coveted position on Forbes America's Best Startups Employer list but also celebrated an honor from Newsweek with their Future of Travel award . And the accolades don't stop there! We're ecstatic to announce our #14 ranking on the a16z Marketplace 100 for 2023!
Peek is seeking a talented Senior Manager to help lead our Partner Support team. As the Senior Manager you will play a pivotal role in ensuring the team's success by mentoring a team of both people managers and ICs. Leveraging your analytical prowess and ability to tell compelling stories through data, you will drive strategic initiatives and launch support processes to deliver superior outcomes. With your direct and concise communication skills, coupled with a strong leadership presence, you will exhibit an unwavering commitment to bettering the team overall.
The Senior Manager, Partner Support will work with the Director, Partner Support and other Partner Support team leaders to build the larger team culture while ideating, documenting, launching, and strengthening day-to-day internal processes. The Senior Manager will proactively suggest new team strategies, set up new processes that enable the team to adapt to new challenges and exceed goals and delegate daily tasks effectively to achieve successful outcomes.
Our collaborative and rapidly evolving team will rely on their people manager to help our team consistently grow in solving issues, completely, quickly, and correctly - often leading by example in their own work. To be successful as a team leader, you should be incredibly thorough and willing to encourage a "quality culture" in which all employees are able to grow professionally through feedback and become actively engaged in guaranteeing quality.
Job Responsibilities
* In partnership with the Director of Partner Support, develop and execute strategic initiatives to enhance the efficiency and effectiveness of our Partner Support operations.
* Provide guidance and support to a Manager and a Lead, fostering their professional growth and development.
* Utilize workforce management tools to optimize resource allocation and capacity planning, ensuring efficient support delivery.
* Demonstrate expertise in handling escalated issues with finesse and efficiency, ensuring creative and collaborative problem solving, swift resolution and maintenance of high customer satisfaction.
* Serve as a champion for AI usage within the support ecosystem, driving adoption and leveraging AI-driven solutions to increase operational efficiency and scalability, and align support strategies with overall business objectives
* Set clear performance expectations and KPIs for the Partner Support team, and regularly monitor performance against goals.
* Collaborate with team leaders to map the need for process improvements, (re)training and onboarding programs based on collected data
* Serve as a mentor to a diverse team of hourly support representatives, providing guidance and support to foster professional growth and development
* Proactively suggest new team strategies and identify opportunities to enhance service delivery, engage existing partners and maintain high partner satisfaction
* Build and maintain strong relationships with internal stakeholders, including Sales, Product, Revenue Operations, Onboarding and Implementation, and Customer Success teams, to advocate for partner needs and drive cross-functional alignment
* Serve as QA reviewer for the sub-team, identifying process improvements and training themes.
* Uphold the core values, policies, and procedures of Peek Travel, Inc.
* All other duties as assigned
Skills you already have
* Minimum 5 years of experience in quality assurance, customer service, technical support, or related role, with at least 5 years in a leadership capacity
* Proven track record of driving strategic initiatives and leading teams to achieve performance targets and business objectives
* Strong interpersonal and communication skills, with the ability to build rapport and influence stakeholders at all levels of the organization
* Excellent problem-solving and decision-making abilities, with a focus on continuous improvement and innovation
* Flexibility to work in a fast-paced and dynamic environment, with a willingness to adapt to changing priorities and business needs
* Knowledge of tour operator ticketing software, POS systems, or equivalent
* Experience working across teams and exhibited knowledge of feedback loops
* Strong organizational and time-management skills
* Full-time availability; Dependable WiFi in a personal workspace that allows for a distraction-free environment
* Great ability to communicate actionable, constructive feedback
* Positive presence and excellent interpersonal skills while responding to new information
* Ability to learn new systems quickly
* Knowledge of PeekPro software preferred
* Experience working within Support tooling systems, such as ZenDesk or Kustomer
* Experience working with QA systems, such as StellaConnect or MaestroQA
* Experience working with workforce management systems, such as Tymeshift or Surfboard
* Experience working with Salesforce, JIRA, Slack, and/or G-Suite
* Experience hiring and scaling teams across multiple pillars while managing individual contributors with various levels of experience
* Spanish language fluency preferred
Perks & Benefits
Peek invests in our employee's health and well-being. We've built our benefits package around our Peekster's needs including full health care, dental, and vision plans, paid parental leave, company recharge at the end of the year, and competitive compensation packages that include significant equity upside that allows you to share in Peek's long-term success.
This link leads to the machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data. Beginning on July 1, you may locate and view the UnitedHealthcare MRFs on the UnitedHealthcare public site by going to transparency-in-coverage.uhc.com.
Peek Travel Inc. is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to apply because of incompatible assistive technology or a disability, please contact us at [email protected]. We will make every effort to respond to your request for disability assistance as soon as possible.

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