What you'll do:

The duties and responsibilities of this position described here are representative of those an employee must perform. This is not a comprehensive list and other duties may be assigned, as needed. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.

What you'll love about being a Zipster:

• Supervise Field Member Service Coordinators nationally
• Manage daily workload to ensure required service volume and quality levels are attained
• De-escalate member situations effectively
• Proactively work to meet targets and goals and identify potential opportunities
• Advocate for the member across cross-functional internal teams to improve the member experience. Proactively participate in pilot programs to ensure a positive member experience and mitigate issues
• Develop subject matter expertise on all products
• Provide ongoing coaching to improve performance of staff based on team performance metrics. Communicate the progress of assigned metrics and reports on a regular basis to the Manager
• Be a point of contact for Operations, contact center and corporate teams to support members on complex issues
• Create, update and implement all staff training as needed. This includes new hire training as well as up training and any special workshops for company initiatives
• Manage and maintain online tools and resources as needed, including Zendesk and Zendesk Help Center
• Provide motivation and recognition and maintain an efficient, service-friendly environment and work to maintain high morale among staff
• Make judgement calls in sensitive situations effectively
• Seek opportunities to improve ticketing, templates, training, processes and other workflows and measure their outcomes
• Identify potential HR situations and work with the Member Services Manager to resolve them
• Analyze the member impact of operational trends and support initiatives to improve the member experience. Develop and manage special projects or assignments in support of departmental objectives based off analysis
• May be required to perform additional duties and responsibilities as assigned by management such as providing backup for the Manager as needed or leading team meetings

What drives success for a Field Member Services Supervisor:

• 4 year college degree (preferred)
• 1-2 years of working with the general public, preferably in a supervisory role
• 1-2 years of supervisory experience or leading teams (preferred)
• Must be available for a regular schedule of 40 hours a week, including weekends and holidays according to business need. Shifts may include evening, overnight or early morning hours
• Must pass Zipcar driving history requirements
• Must be able to multi-task and thrive in an active environment
• Understands how to communicate difficult/sensitive information considerately
• Strong communication and interpersonal skills
• Able to identify and resolve problems in a timely manner, gather and analyze information skillfully and maintain confidentiality
• Technical aptitude and the ability to pick up new technology quickly, particularly during product development with little documentation
• Exhibits patience, empathy, attention to detail and a gift for problem solving
• Experience leading projects, analyzing performance and coaching others
• Must be comfortable supervising staff remotely
• Experience with measuring and improving customer satisfaction and loyalty across a variety of use-cases in a diverse array of cities
• Familiarity with ZenDesk
• Experience with Microsoft Excel, SQL or other data analysis tools
• Familiarity with different carshare models, use cases or fleet management
• Experience with creating policy and managing online help resources
• Early adopter of technology

What tops off the tank:

• Competitive Medical, Dental, Vision, Life and Disability Insurance and other voluntary benefits
• Generous paid time off, including volunteer and Parental Leave options
• Tax-free benefit for public transportation or parking expenses
• Bicycle Reimbursement program
• 401(k) Retirement Plan with company matched contributions
• Free Zipcar Membership and other employee discounts, including discounts on renting and buying Avis/Budget cars
• Community involvement opportunities

Who are we?

Glad you asked! Zipcar is the world's leading car-sharing network, found in urban areas and university campuses in more than 500 cities and towns. Our team is smart, creative and fun, and we're driven by a mission - to enable simple and responsible urban living.

The extra mile:

We encourage Zipsters to bring their whole selves to work - unique perspectives, personal experiences, backgrounds, and however they identify. We are proud to be an equal opportunity employer - M/F/D/V.