Community Support

Job Description

Responsibilities

• Build frameworks to measure ROI and cost-effectiveness of technology deployed within Customer Support, surfacing where investments are working and where spend should be reallocated
• Develop financial analyses evaluating AI initiatives, differentiated Customer Support models, unit economics, customer retention, and contribution margin
• Provide financial analysis and deal support for negotiations with operations partners to secure optimal pricing and contract terms
• Ensure Customer Support proactively and efficiently supports new business initiatives such as Hotels on , Experiences, and other partnerships
• Monitor Customer Support industry trends and emerging technologies, including AI in customer service, to identify risks and opportunities
• Own core financial planning for CS, including forecast accuracy, the annual planning process, and long range planning

Your Expertise:

• 9+ years in strategic finance, investment banking, or management consulting, ideally with meaningful exposure to customer support or operations at enterprise scale
• Resilient under pressure, with a track record of prioritizing and delivering in fast-paced, ambiguous environments
• Executive presence and exceptional communication skills; proven ability to translate operational concepts into clear financial insights and influence senior stakeholders
• Superb financial modeling skills; comfortable building frameworks from scratch, stress-testing assumptions, and sizing complex opportunities with incomplete data
• Familiarity with SQL or willingness to learn; able to independently extract, manipulate, and analyze large datasets and develop strategic narratives for an executive audience

Preferred Qualifications

• Experience at a scaled marketplace, platform, or technology company with a global CS operation
• Familiarity with data visualization software
• Familiarity with customer support economics

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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