Job description
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.
What you’ll do
- 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
What makes you a great fit
- 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
- Experience with Google suite, business analytics software, and Salesforce.com (CRM) preferred
- 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.
Compensation
Exempt: Annual base salary range: $69,000-$80,000, depending on relevant experience
Location
All Evolve team members must live in one of our approved locations by their first day. We can hire from anywhere in the U.S. except D.C. and Hawaii. Some positions may also have restrictions based on compensation in the following states: California, Maryland, New York, Pennsylvania, Rhode Island, and Washington. If you live in Colorado, you can work remotely anywhere in the state, at our downtown Denver office, or a hybrid of both! If you’re planning to move soon, please let us know, and we’ll be happy to review your application again.
California Applicant Privacy Policy | Evolve
How we reward Evolvers
We’re intentional about offering benefits that empower every Evolver to thrive both professionally and personally because they’re more than perks—they’re investments in our customer-obsessed, high-performing team.
We believe in treating others as they want to be treated, providing benefits that deliver real value, and challenging the status quo to meet the diverse needs of our team. Whether it’s helping you take care of your health, plan for the future, or celebrate life’s milestones, our offerings are designed to support you every step of the way.
- 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.
How we work together
With our core values as our guide, every Evolver helps shape the company we want to work for and the people we want to be. We’ve cultivated a culture of collaboration, care, and responsibility that we can all be proud of, and we’re excited to see what you’ll bring as your authentic self.
Still curious about who we are and what we do? Read more about our business and our culture at evolve.com.
EEO
At Evolve, we are committed to diversity and inclusion. As an equal opportunity employer, all qualified candidates will be considered for employment without regard to race, color, creed, religion, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, national origin, ancestry, citizenship status, military service or veteran status, physical or mental disability, or any other legally protected characteristic. Evolve participates in e-Verify for all positions.
If you have a disability or special need that requires accommodation at any point in the hiring process, please let your recruiter know.
