About Epicurate: Epicurate is a revolutionary luxury-hospitality platform that connects travel companies with technologically empowered, independent service providers. Our platform offers personalized marketplaces of private chefs and hospitality experience providers, helping vacation rental hosts and travel companies generate new revenue streams and providing guests with unique, personalized experiences. Job Overview: The Head of Hospitality & Accounts is the primary liaison between Epicurate and our network of hospitality providers, overseeing the entire account management cycle. This role involves managing relationships, enhancing account performance, promoting growth, and ensuring the satisfaction of both our suppliers and our guests. The Head of Hospitality & Accounts ensures guest satisfaction and loyalty by developing customer service policies and implementing effective service strategies. This role ensures that customers receive timely, efficient, and effective support, which is crucial for maintaining a positive brand image and fostering long-term customer relationships. This role does not have direct reports at this time - it is estimated to be 50% client services (predominantly chat & email tickets), 20% account management (predominantly chat & phone), 20% standard operating procedure creation, & 10% provider sourcing. The position reports to the COO and offers significant growth opportunities, including equity and the potential to build and lead a team as we expand. Key Responsibilities: Account Management: Oversee the full cycle of account management, including recruiting and onboarding new accounts, ongoing relationship management, training and knowledge management, and managing potential churn. Performance Management: Monitor and enhance account performance by suggesting improvements and ensuring accounts adhere to our brand standards. Lead and conduct performance reviews with accounts. Relationship Building: Establish and maintain strong relationships and trust with accounts and external partners. Act as the advocate for our accounts, communicating their needs and concerns to foster mutually beneficial relationships. Platform Leadership: Be an expert in our tools and systems to support our accounts, and to optimize the platform to streamline and enhance the account management process. Customer Experience Management: Serve as the primary point of contact for customer service, ensuring exceptional service for all accounts and clients. Handle customer inquiries, feedback, and complaints promptly and effectively. Inbound Sales: Develop and create personalized proposals for clients based on their specific requests. Growth and Leadership: Build a framework for future team expansion, preparing to oversee additional staff as the company grows. Participate in strategic planning to scale the customer experience and account teams. Qualifications: Minimum of 3-5 years of experience in a customer service or hospitality management role Proven account-management success in a consumer, travel or hospitality vertical Lead or similar role in a customer support capacity Bachelors degree in Hospitality Management, Business Administration, or related field Strong understanding of the luxury hospitality market Excellent communication and interpersonal skills Ability to work independently and as part of a remote team Highly tech-savvy with experience using customer service and CRM software Passionate about providing exceptional customer service and hospitality experiences. Compensation: Competitive base salary + equityPerformance-based commission planBenefits: Opportunity to work with a dynamic and innovative team. Flexible working hours with a remote work environment. Professional development opportunities.Location:The Epicurate team is remote, but most of the team lives in Oregon (Portland, Dundee, and Bend). As we like to get together for face time and fun, preference is to Oregon & Pacific Northwest applicants.Travel:This role is remote and has minimal travel requirements. Travel may include: meeting up in person for team building, strategizing, and intensive work sessions; conference or regional travel to meet with partners & accounts. Estimate would be 0-15% monthly travel.How to Apply: Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience and why they are a good fit for this role.Epicurate is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. recblid smf9gsyq47kabyxwgjir46g29q59j5