Customer Success Specialist

About Roomer Travel:

At Roomer Travel, we're pioneering a new way of traveling. Our online marketplace is not just a platform; it's a movement towards making travel more affordable, sustainable, and flexible. The Roomer marketplace enables users to easily resell their hotel reservations. In addition to the marketplace, we’re also gearing up to launch an innovative platform that enables content creators in the travel industry to better monetize their travel content. 

The Role:

We are on the lookout for a Customer Success Specialist to ensure our customers' journeys are nothing short of exceptional. This position will be pivotal in enhancing our user experience, from managing our loyalty and rewards program to providing outstanding support across various channels. If you're a people person with a knack for solving problems and a passion for creating memorable experiences, you're the perfect fit for our team.

Key Responsibilities:

• Deliver Outstanding Customer Support: Provide exceptional customer support via phone, email, chat, and social channels, ensuring customers have the best booking and travel experience possible. Proactively reach out to customers to address potential issues before they escalate.
• User Relationship Management: Build and maintain active and meaningful relationships with travelers, sellers, and creators on our platform, fostering a sense of community and trust. Regularly solicit feedback to identify areas for improvement.
• User Onboarding: Take an active role in educating users about our products and services, ensuring they understand the full value and functionality of our platform.
• Community Engagement: Monitor community forums, social media channels, and other online spaces, responding to inquiries, comments, and feedback promptly to improve conversion and service quality. Identify trends and insights to inform product and service enhancements.
• Efficient Issue Resolution: Troubleshoot and resolve customer issues in a timely and efficient manner, escalating complex issues to appropriate teams as needed. Implement processes to reduce recurring issues and improve overall customer satisfaction.
• Loyalty and Rewards Program Development: Aid in the development and implementation of a top-tier loyalty and rewards program, anticipating guest and user needs to enhance service quality and satisfaction. Track and report on key metrics such as program engagement and redemption rates.
• Process Optimization: Develop and implement processes to streamline customer operations and improve efficiency, utilizing data-driven insights to optimize workflow and customer experience. Continuously evaluate and iterate on processes to ensure effectiveness.
• Cross-Functional Collaboration: Collaborate with Product and Engineering teams to identify technical and product-related issues affecting customers, and drive changes to address root causes and enhance the user experience. Act as the voice of the customer in cross-functional meetings and projects.

Requirements:

• Bachelor's degree in Business, Hospitality, or a related field, or equivalent experience.
• At least 2 years of experience in customer success or support, preferably in the travel or hospitality industry.
• Strong analytical and problem-solving skills, with a proactive approach to addressing challenges.
• Excellent communication skills, with fluency in English. Additional languages are a plus.
• Familiarity with customer support platforms and CRM systems, and openness to learning new technologies.

Why Join Us:

• Be at the forefront of travel innovation in a dynamic startup environment.
• Opportunities for professional growth and making a tangible impact.
• A collaborative culture that values every team member's contribution.
• Competitive Compensation and Benefits Package

If you are a self-starter who is excited about the opportunity to make a real impact on a growing company, we encourage you to apply and come work with us at Roomer!

To apply please send your resume and cover letter to [email protected]

We are an equal opportunity employer and welcome applicants from all backgrounds to apply.