Customer Success Specialist

Early stage TravelTech startup, Customer Success

My clients mission is to bring joy back into travel planning and they have built a product that thousands of travel agents love and depend on every day. They're a team of 20 and all of their growth has been organic and referral based (85%), which goes to show how much consumers love the product and see the inherent value of what they are building. Due to continued growth and expansion they are looking to hire a Customer Success Specialist.

As a CS Specialist you will:

  • Participate in all areas of customer onboarding, adoption, delight, retention, and growth
  • Enhance our self-service and self-guided learning tools and grow the member community
  • Investigate, track, and resolve member concerns, identify trends, and implement solutions
  • Assist with internal account reviews, disputes, and other operational needs
  • Identify members’ unmet needs and pain points, prioritize which ones to raise internally
  • Provide ongoing multichannel training and support to level up the member experience

You're the ideal fit if you:

  • Care deeply about the end-to-end member experience
  • Possess strong critical thinking skills and exceptional problem-solving prowess
  • Are insanely organized, relentlessly resourceful, and productive
  • Have strong project management skills and the ability to multitask
  • Are humble and empathetic
  • Communicate clearly, concisely, and proactively
  • Can anticipate the needs of members
  • Give and take constructive feedback well
  • Are a team player who can also work independently with little direction

You are comfortable:

  • Helping members via email, phone, and video support
  • Creating training and onboarding documentation for members
  • Hosting live training and support webinars, including being on-screen
  • Managing and participating in the member community forum
  • Working remotely, attending daily video standups, and 4 hours workday overlap with 12p - 5p PT (e.g. start your workday any time between 9a and 1p PT)
  • Traveling to attend 1-week (typically 5 nights, Sunday - Friday) team meetups three times per year
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