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Temp Customer Care Manager

| Greater LA Area

Temp- Manager Customer Care (3-4 month assignment).

The Manager of Customer Care is a crucial part of ensuring we deliver seamless omni-channel support to customers across our industry verticals (primarily airport travelers and military personnel). In this role, you will set the strategic and tactical direction for our outsourced Contact Center and Tier 1 support, on-site Tier 2 support, Tech Ops and Customer Experience teams to ensure the team meets or exceeds company objectives. Reporting to the VP of Product and Customer Experience, you will play an essential role in establishing the feedback loop that allows Boingo to deliver exceptional, frictionless customer experiences.

What does the job entail?

  • Monitor and facilitate the identification of contact trends and collaborate with internal stakeholders to resolve.
  • Provide leadership in the recruiting, hiring, training, retention and development of employees and supervisors to ensure productivity and excellent customer care.
  • Develop and execute performance standards and measurements for continual improvement.
  • Prepare and implement business plans, operating and capital budgets, and operational plans and procedures.
  • Ensure timely and accurate reporting and submission of operational/metric reports.
  • Leverage data to make constant improvements and optimizations to performance of the people, processes, and platforms that allow us to deliver exceptional service.
  • Interface with customers to resolve escalations.
  • Manage the implementation of all non-recurring and recurring customer care agent training.
  • Collaborate with internal stakeholders to ensure we deliver a seamless end to end customer experience.

Got what it takes?

  • Action oriented, highly engaged, and ready to be the go-to as the internal voice of the customer. 
  • Effective in multi-tasking in a fast paced, dynamic environment.
  • Proven leadership skills to manage and motivate teams.
  • A sound understanding of contact center operations and KPIs.
  • A passion for delivering an outstanding experience at every customer touch point.
  • Minimum of 7-10 years of progressive management experience required.
  • Contact center management experience in a related or similar environment with a customer satisfaction focus.
  • An in-depth knowledge of Wi-Fi or consumer cable/telecom a plus.
  • Must have a proficiency with CRMs (Salesforce Service Cloud, preferred) and Contact Center technology (workforce productivity software, cloud contact center platforms, billing systems, IVR's, etc.)
  • Ability to respond to inquiries from customers, regulatory agencies and other entities.
  • Must have an analytical working knowledge of operations, marketing, and financial management, with the ability to perform in-depth analyses.
  • Must be able to work some evenings and weekends as required to fulfill business and operating plans.
  • Bachelor's degree preferred.
  • Happy to travel about 25% of the time.

Meet Boingo

Boingo Wireless, Inc. (NASDAQ: WIFI) helps the world stay connected. Our vast footprint of Wi-Fi and cellular networks reaches more than a billion consumers annually. From airports and stadiums to universities and military bases, Boingo helps folks stay connected to the people and things they love.

Our team is creative, collaborative, and on the cutting edge of technology. (You can check out some of the awards we’ve won here. #humblebrag). But there’s no doubt the “secret sauce” to Boingo’s success is our incredible team and culture. We take pride in having fun and staying healthy – think summer picnics, bowling nights, in-house yoga classes, costume contests, massages and food trucks. There’s also a kitchen stocked with yummy snacks and drinks, and an incredible benefits package including equity, health, dental, vision, 401(k) match, unlimited vacation, 12 weeks paid parental leave, and more! Plus our award-winning headquarters in Westwood boasts 360-degree views of LA, from Catalina to the Hollywood Sign. It’s no wonder we’ve been named among the Best Places to Work in LA four years in a row!

Boingo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • FluxLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • FlexFrameworks
    • HadoopFrameworks
    • MeteorFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SAP HANADatabases
    • SQLiteDatabases
    • TeradataDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
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    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • DrupalCMS
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • Adobe CampaignLead Gen
    • MarketoLead Gen

Location

10960 Wilshire Blvd Suite, Los Angeles, CA 90024

An Insider's view of Boingo Wireless

How does your team reward individual success?

Boingo’s success is a product of our people, which is why we take pride in creating a work environment where employees feel rewarded. Employees are offered competitive pay, equity in the company (RSU's), attractive bonus plans, 401(k) with employer matching and more. These are just some of the reasons Boingo is an awesome place to work.

Genevieve

Director, Talent Acquisition

What kinds of technical challenges do you and your team face?

Boingoites are faced with challenges every day, but there is nothing sweeter than overcoming a difficult task, together. The perfect example is launching Project Jake. We completely redesigned our UI for Boingo Broadband customers. It launched to much success & a boost in sales and is evidence of the awesome team work and collaboration at Boingo.

Lisa

Senior Marketing Manager

How does the company support your career growth?

If you want to succeed, Boingo will go above and beyond to make it happen. Our culture is all about promoting within, so career development is top priority. We have regular lunch & learn trainings, a generous tuition reimbursement program, and many hands-on learning experiences to support our growth and expand our skill sets.

Tyler

Senior Technical Recruiter

What is your vision for the company?

It’s all about 5G! Our team is currently working on technologies that will be crucial to power 5G. I recently led our team of engineers to a significant milestone when Boingo rolled out the first private LTE network on the 3.5 GHz Citizens Broadband Radio Service (CBRS) band at a major commercial venue—Dallas Love Field Airport.

Kishore

VP, Engineering

What’s the vibe like in the office?

Some might think that it’s the gorgeous view, snacks, or kombucha on tap, but the people are really what make coming to work every day so awesome. It’s an innovative environment that solves complex problems, but knows how to have fun along the way.

I even live with two Boingoites, so I guess you could say…I really like it here!

George

Software Engineer

What are Boingo Wireless Perks + Benefits

Boingo Wireless Benefits Overview

Working at Boingo comes with more perks than a paycheck. We offer an incredible benefits package that includes equity for everyone, health, dental, vision, 401(k) match, unlimited vacation, 12 weeks paid parental leave, and more! Our award-winning office space in Westwood, CA has 360-degree views of LA - from Catalina to the Hollywood Sign – plus a kitchen stocked with yummy snacks and drinks.

Financial Well-Being
- Competitive pay
- Quarterly Incentive Plan (bonus)
- Company equity (RSU's)
- 401(k) Savings Plan with an employer match
- Flexible Spending Accounts (healthcare and dependent care)

Time to recharge and give back
- Unlimited vacation
- Company match on charity donations

Wellness programs
- Reimbursement of up to $600 per year towards a gym membership for you (and more for your spouse)
- Equinox gym in our Westwood, CA office building (with discounted membership!)
- On-site massage, yoga and stretching

Valuable extras
- Company subsidized electronic devices like smartphones, tablets and fitness devices
- Casual work environment
- Monthly employee events like Hackathons, bowling & cocktail hours
- Lots of free snacks, fruits, veggies and drinks
- Lunches and treats from great restaurants
- Game room with Boingo keg — featuring craft beers
- We even cover the cost of your Costco or AAA membership

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Child Care & Parental Leave Benefits
Child Care Benefits
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, 1-to-many program, Cross-department program, Career mentoring, Leadership mentoring.
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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