Manager, Owner & Guest Support

Evolve

7h•$69,000 - $80,000•Remote

About The Position

At Evolve, we’re on a mission to make vacation rental easy for everyone. Our high-performing, customer-obsessed team runs on curiosity, communication, and accountability—working together to create exceptional experiences for our owners and guests. Whether solving big challenges, delivering outstanding results, or celebrating wins, we approach every day with purpose and passion. If you’re ready to join a mission-driven company where every teammate has the opportunity to thrive, Evolve might just be the place for you. Why this role The Owner and Guest Support Manager will coach and develop a team that is empowered and engaged to partner with owners and guests to provide timely answers, guidance, and solutions to their vacation rental needs. You will coach, mentor, and inspire a team of individual contributors and a Team Lead that support Evolve’s stakeholders -- including through complex, challenging, and escalated issues.

Requirements

5+ years of experience in customer service, preferably in a contact center environment
1+ years of experience coaching and supporting employees to achieve goals
People First: Able to support strategies and goal achievement with your team
Customer Obsessed: You model and promote customer service excellence and can identify and action strengths and gaps in teammate customer service delivery
Results Driven: Can support department quality and service standards through data-driven communication, recognition, and coaching of their team and individual teammates
Self-Motivated: Able to align your actions to Evolve’s mission and values and be intentional with your time in a remote environment to independently complete responsibilities
Culture Driver: Acts as a role model and champion of Evolve’s values and customer promises who builds connection and community with your team and peers
Collaborative: You show respect in interactions with direct reports and peers and work proactively with others to build professional relationships and solve customer and teammate issues
Excellent Communicator: You effectively seek understanding, gain buy-in, and articulate information, ideas, feedback, and needs to internal and external stakeholders
Change Agent: You have an open and curious mind to change and own leading your team through it
We support our customers 365 days a year, including nights, weekends, and holidays. You must be willing and able to work assigned schedules to meet business needs.

Nice To Haves

Experience with Google suite, business analytics software, and Salesforce.com (CRM) preferred

Responsibilities

Manage a team of 10-15 employees, acting as a positive role model and servant leader, owning the success of your team to ensure goals and service level and quality targets are met or exceeded.
Regularly monitor teammate performance and provide individual coaching and development for direct reports through on the spot coaching and regular 1x1 conversations.
Provide teammates with both in-role and career development
Interview and evaluate candidates to join the Owner and Guest Support team
Motivate and engage your team through regular recognition, meeting facilitation, and team building activities.
Lead team knowledge sharing and champion change on relevant topics in the industry and Evolve as a whole, including internal process or organizational changes.
Work with owners and guests to resolve escalated issues
Handle customer interactions when business needs dictate to ensure service level achievement

Benefits

Financial Wellness: Industry-competitive pay, equity in the company, and a 401(k) with a 4% immediate vesting match.
Family Support: 16-18 weeks of paid parental leave for birthing parents and 10 weeks for non-birthing parents, plus infertility coverage.
Health & Wellness: Comprehensive medical, dental, and vision plans (100% employer-paid for individual enrollment), 10 free mental health visits, and pet insurance.
Time to Recharge: Generous PTO, RTO (for full-time exempt employees), sick leave, holidays, and a personal holiday to celebrate what matters most to you.
Travel Perks: Annual Evolve travel credit after one year and discounts on stays at all Evolve properties.
Growth Opportunities: World-class onboarding programs, learning, and development resources to help you grow your impact.
Connection: Employee Resource Groups celebrating our diverse communities at Evolve.

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