Coordenador(a) de CX - Ongoing

At Blueground, our vision is to make people feel at home wherever they choose to live. For us, that means ensuring our guests have the peace of mind, flexibility & confidence they need to explore life’s latest adventure.

We’ve grown a lot since our founding in 2013, having raised more than $258m+ in funding, to date -- and that’s just the beginning. We’re now hosting guests in more than 15,000 homes in 32 cities around the world (and growing!), with an aim to hit 100,000 homes in 100 cities by 2025.

Our vision comes to life through our ways of working. For our 1,000+ member team located across 17 countries, we’ve created a culture of collaboration, inclusiveness, and opportunity.

We believe our people should have the power to choose their preferred way to work. Depending on the role’s requirements, team members can choose to work full time in one of our offices, work fully remote, or choose a hybrid model between the two.

• Putting Guests First drives every decision we make, inspiring us to create truly exceptional experiences.
• Speed keeps us agile and forward-thinking, always innovating to stay ahead.
• Keeping it Honest builds trust through transparency and open communication at every level.
• Embracing Change empowers us to adapt swiftly and thrive in the face of new challenges.
• Diving In reflects our ownership mindset, ensuring excellence, dedication, and impactful results in all we do.

The Ongoing Operations Lead is a senior role responsible for managing and optimizing the continuous operational processes. This individual will oversee the entire customer journey post-check-in, ensuring high levels of satisfaction, retention, and loyalty. The role requires strategic thinking, strong leadership, and a deep understanding of customer experience management. You will also help our customers, we value hands-on people who work together with the team. If you are that person, apply!

Key Responsibilities:

• Manage and execute the customer experience strategy for ongoing operations;
• Monitor performance metrics (KPIs) related to customer satisfaction, retention, and loyalty, and track and report on the success of customer experience initiatives.
• Review and address all tickets opened via the customer service channels, ensuring timely and effective resolution.
• Follow NPS indicators, surveys, and action plans, coordinating with various teams (Customer Service, Sales, Operations) to maintain high service levels and customer satisfaction.
• Collect and analyze customer feedback to drive continuous improvement and address customer concerns.
• Foster good relationships and alignment with key stakeholders (Sales, Strategy & Transformation, IT, Finance, Marketing, Global Team, Customer Service) and external partners.
• Play a leadership role in team development, providing feedback, individual development plans, and action plans to ensure a high-performing team.
• Guarantee customer-centricity in all action plans.

Requirements:

• Experience in similar positions, preferably in customer service or operational roles, especially with team management.
• Strong knowledge and interest in technology, automation, and data analysis
• Proficiency in using tools such as Excel (advanced), Google Sheets, PowerPoint, and CRM systems.
• Excellent problem-solving skills, with the ability to identify and address operational issues efficiently.
• Customer-centric mindset, with a focus on enhancing the overall customer experience.
• Fluency in English; additional languages are a plus. 

#LI-Onsite

At Blueground we are proud to have Diversity and Inclusion at the centre of everything we do. We are committed to Equal Employment Opportunity regardless of race, colour, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity or religion.

For more information on Blueground, visit us at www.theblueground.com. To keep up with Blueground news, follow us on LinkedIn, Instagram and Tik Tok!