Supervisor, Service Recovery

📋 Description

• Own end-to-end people strategy: onboarding, capability building, feedback, and performance.
• Lead during high-pressure moments when Ops Manager is unavailable.
• Build accountability and operational discipline across the team.
• Drive rapid prioritization for multiple urgent escalations.
• Create and own monitoring metrics to ensure best-in-class service.
• Oversee complex, time-sensitive escalations with brand risk.

🎯 Requirements

• 4–6+ years leading teams in high-pressure escalation or risk roles.
• Proven incident management in a fast-paced environment.
• Ability to manage multiple urgent, complex cases concurrently.
• Strong performance management and coaching of escalation specialists.
• Exceptional written and verbal communication; executive-ready narratives.
• Proven ability to influence senior stakeholders.
• High analytical ability; comfortable making decisions in ambiguity.
• Calm, grounded leadership in fast-moving, high-stakes moments.

🎁 Benefits

• Remote eligible in the US with occasional office attendance as agreed.
• Bonus, equity, benefits, and Employee Travel Credits.
• Inclusive culture with disability accommodations available.
• Reasonable accommodations available during the hiring process.