Hopper · 16 hours ago
Systems Enablement Manager, Customer Service
United States
Full-time
Remote
Mid LevelHopper is on a mission to become the leading travel platform globally, and they are seeking a Systems Enablement Manager to enhance customer service through AI technologies. The role involves managing user and agent-facing tools, automating workflows, and ensuring optimal agent performance to drive customer satisfaction.
AppsBig DataMobile AppsPredictive AnalyticsTravel
Responsibilities
Liaise with internal and external stakeholders to collect functional and technical requirements
Design and own all client and agent facing interaction tools including (but not limited to): CRMs, Cloud based telephony, chat and email platforms, AI-based virtual assistants, translation software, Knowledge Bases
Design and own automations for all internal agent-facing tools (CRM, custom-built apps, communication platforms and servicing data)
Responsible for the upkeep and maintenance of all tools including during emergencies
Optimize agent workflows based on new HTS products/initiatives and available tools
QA new automations thoroughly and proactively in order to prevent mistakes and avoid problems during and after feature roll out
Respond to Systems Service desk requests timely and proactively
Collaborate with internal teams and external vendors to troubleshoot technical issues
Partner closely with key stakeholders to recommend and pilot 3rd party and in-house tools to enhance the experience of both customers and agents
Keep informed on internal and external changes that impact users and agents on a regular basis, to ensure that automations are optimal and up-to-date
Qualification
Required
Has a strong understanding of contact centres, live support tool operations and agent behaviours
Has excellent computer skills, a willingness and an eagerness to leverage AI technologies to build automated workflows with a data-driven approach
Has a high level of understanding, patience and empathy; but overall, an exceptional attention to detail
Has previous remote work experience and appropriate remote work set-up - such as quiet space, stable internet connection, and a back-up location
Is commitment to continuous growth and learning. They understand that every challenge is an opportunity and they get excited about learning new things
Experience in a technical role (Software QA, Junior Engineer etc.)
Company
Hopper
Hopper is a travel app that uses predictive analytics to make travel recommendations.
Founded in 2007
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$729.68MKey Investors
Capital One VenturesGPI CapitalWestCap
2022-11-07Series Unknown· $96M
2022-02-02Secondary Market· $35M
2021-08-17Series G· $175M
Leadership Team
Frederic Lalonde
Founder & CEO
Sebastien Rainville
Co-founder
Recent News
The Journal Record
2026-01-23
MarketScreener
2026-01-03
2025-12-05
Company data provided by crunchbase