Systems Manager


  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 12/30/2020
  • Website:
  • Company Address: 5795 De Gaspe Suite 100, MontrĂ©al, QC, H2S 2X3

About Hopper

Hopper is the smart way to book travel on your phone. Combining massive amounts of data and advanced machine learning algorithms, Hopper predicts and analyzes airfare and accommodation to save users money and enable them to travel more often.

Job Description

At Hopper, we’re on a mission to build the most customer-centric travel company on earth. We are leveraging the power that comes from combining massive amounts of data and machine learning to build the world’s fastest-growing mobile first travel marketplace -- one that enables our customers to save money and travel better.
Hopper’s goal is to reduce traveler anxiety throughout all stages of the trip buying and taking process. By creating a transparent travel marketplace and unique, data-driven financial technology products focused on providing peace-of-mind, Hopper adds value along each step of the customer’s journey.
Hopper has launched several bespoke fintech products that leverage our immense first and third-party data to create products and value that do not exist elsewhere - including Refundable and Flexible Tickets and Price Freeze. Thanks to these offerings, Hopper’s revenue growth is up 112% despite the travel slowdown due to COVID-19.
With over $250M CAD in funding from leading investors in both Canada and the US, Hopper is primed to continue its acceleration to becoming the world’s fastest-growing end-to-end customer-centric travel offering.
Recognized as one of the world’s most innovative companies by Fast Company three years in a row, Hopper has been downloaded over 50 million times and sees over 1 million new installs per month. The app has received high praise in the form of mobile accolades such as the Webby Award for Best Travel App of 2019. 
We’re looking for a technically-savvy and detail-oriented individual to join the Customer Service Enablement team. Your mission will be to own the maintenance and continuous improvement of the Customer Service technology stack comprised of over 50 different platforms and travel partner portals.
You have strong software, analytical and project management skills and will be leveraging each of these skills to ensure that the day-to-day operations of Customer Service is optimized and efficient from a tooling perspective. Everything we do is focused on ensuring that the customer service delivery is well-equipped to provide excellent support to Hopper users.


    • Act as the primary point of contact for end-user software and hardware support for all customer service tools.
    • Manage equipment setup and deployment for remote employees.
    • Manage installations, upgrades and configurations of all platforms.
    • Monitor, review and optimize processes and platform settings, including both CRM integrations and in-house automation.
    • Constantly improve processes and ensure appropriate documentation is available and up to date for all CS tooling
    • Identify technology/process gaps, define solutions and implement them.
    • Act as an escalation point for reporting and troubleshooting bugs for all customer service tools. This includes investigation, reporting and stakeholder management.


    • Keen sense of ownership: is detail oriented, motivated and organized.
    • Ability to quickly adapt to changes: with curiosity for new technologies.
    • Excellent attention to detail and a desire to build technology processes from the ground up.
    • The ability to independently and quickly resolve technical issues, frequently crossing multiple system boundaries. 
    • Experience with operating, managing and integrating SaaS applications (G Suite, Okta, Jira, Confluence...)
    • A clear focus on the customer’s needs and providing solutions to their problems, understanding when a simple solution is preferred, and when a more complex approach is appropriate.
    • Strong familiarity with root cause analysis processes, accompanied by excellent problem solving skills to suggest and/or deploy solutions.
    • A drive to collaborate with cross-functional teams in order to improve existing processes by identifying technology/process gaps and ensuring appropriate documentation and maintenance for all tasks within their area of responsibility.
    • Exceptional organizational skills to structure documentation in a way that makes resources accessible to a broad audience regardless of background or area of expertise.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.