Advocacy

Customer Advocacy Manager

Full-time

Remote (USA timezones)

As a Manager on the Customer Advocacy team at Scott’s Cheap Flights, you will have the privilege of leading a group of enthusiastic, high-energy Customer Advocates. Reporting directly to the Head of Member Services, you will be responsible for growing and developing our team members, overseeing high-impact, customer-facing initiatives, and ensuring that exceptional customer support remains a differentiator for our business.

In the short term, you'll:

  • Work directly with our current Customer Advocates to level up their skills. You’ll regularly and rigorously review their work and provide high-quality feedback to help them improve.
  • Build new processes and procedures that improve customer support quality and efficiency. This includes owning and regularly reporting on customer support-related data.
  • Work with the Head of Member Services to launch new customer-facing initiatives, including mobile app support and user generated content management.
  • Work cross-functionally to deliver product insights to our Flight and Product teams.
  • Oversee major operational and customer-facing initiatives, including the overhaul of our internal knowledge base and help center.

In the long term, you'll:

  • Continue investing in the growth and development of your direct reports, and help them move forward on their career journeys.
  • Take ownership of new customer support-related initiatives.
  • Enhance cross-functional feedback loops between Customer Advocacy and other SCF teams.

What you bring to the table:

  • Superior communication skills, written and verbal.
  • At least 5 years of experience working in B2C customer support or a related field, in a tech environment.
  • At least 3 years of people management experience.
  • Proven track record of developing talent. You have a growth mindset, and are exceptionally effective at coaching the people who report to you.
  • An ownership mentality. You show a bias to action, take a high degree of responsibility for initiatives you’re involved in, and learn from mistakes.
  • Agility. You embrace change and adapt to it quickly.
  • Creativity. You like to experiment with new ways to delight customers.
  • Strategic thinking. You know how to design initiatives thoughtfully, measure success, and iterate as-needed.
  • Experience managing customer support-related data.
  • Experience working cross-functionally to deliver product insights that improve the customer experience.
  • Experience managing internal and/or external knowledge bases.
  • Experience working with customers in a variety of channels (email, live chat, social media, etc.).
  • Remote work experience. This role is US-based, and you may work from any U.S. time zone, but must be available during regular business hours in that time zone.
  • A passion for travel.
  • Eligibility to work in the US.

Other nice-to-haves

  • Experience working in the travel tech industry.
  • Experience managing team members at different experience levels.

About Scott's Cheap Flights:

Scott’s Cheap Flights is on a mission to help people travel and experience the world. We’re so much more than crusaders for cheap flights, and our numbers prove it:

  • 1.6 million members and growing quickly
  • 100% avg. year over year revenue growth
  • 263,009 miles traveled by our most prolific members
  • 40+ proposals (that we know of) on trips purchased by members
  • Countless memories and stories created

If “to travel is to live” resonates with you and you think there might be a mutual fit, we’d love to hear from you!